Why do people think if they scream/shout/swear and abuse people doing their jobs that everything will suddenly be alright? or more to the point why do people actually think this is acceptable behaviour?

Example?

As a regular traveller through the rail station i have witnessed on numerous occasions the station staff being verbally abused particually on that desk on the concourse.Yes its damn frustrating and inconvienent if a trains delayed/cancelled but what good does it do to rant rave and shout and these people?

They cant mend the failed train or run down the track and speed up the delayed train.They can't magic a train out of nowhere.Yet I have seen them spoke too like they are something you've stood in.

I certainely wouldnt like a member of my family to be spoken too like that.

And I'm sure it makes the staff less inclined to help that person shouting ..it would me.
Like the TV show airline...it's always the staffs fault when someone forgets there passport or fails to read the terms and conditions with their tickets.......and when it syas check in is at 3 it doesnt mean its acceptable to arrive at 1/4 past! Yes the plane might still be on the tarmac but safety procedures have to be adhered too and security! If safety was compromised and an accident happened there'd be hell to pay,numerous enquiries probably scakings and it wouldnt be the customer who ranted and raved who got the blame it'd be the member of staff who 'gave in' to the abuse.

Exactly my thoughts exactly.

My examples of people being idiots and having a go at staff are:
call centres and also Argos.

Why shout and ball and the person who is trying to help you?
It wont make make the matter any better- in fact they will just think you are a cock and not bother.

Shouting gets you no-where and the world would be a lot better place and not so much of a crap-hole if people remembered this too.

Understand where your coming from and I would not tolerate abuse like that either, but its up to the cmpany to make sure the trains run on time and if there late they have a knock on affect to the people that rely on them.
The company are responsible and so its them that get it in the neck, though its the customer services that get the brunt of it where as it should be the managers.

Agreed. But does this include the bus service? Im really sick of being late to work because the buses are completely out of schedule.

Originally posted by Cycleracer
Understand where your coming from and I would not tolerate abuse like that either, but its up to the cmpany to make sure the trains run on time and if there late they have a knock on affect to the people that rely on them.
The company are responsible and so its them that get it in the neck, though its the customer services that get the brunt of it where as it should be the managers.

Very true mate!

Originally posted by ANGELUS

Why shout and ball and the person who is trying to help you?
It wont make make the matter any better- in fact they will just think you are a cock and not bother.

Lmao

Originally posted by ANGELUS
Exactly my thoughts exactly.

My examples of people being idiots and having a go at staff are:
call centres and also Argos.

Why shout and ball and the person who is trying to help you?
It wont make make the matter any better- in fact they will just think you are a cock and not bother.

Shouting gets you no-where and the world would be a lot better place and not so much of a crap-hole if people remembered this too.

AU CONTRAIRE!!!

I completely and whole-heartedly agree with the comments made - having formerly been a recipient of such a torrent of abuse having worked in telecommunications!!
I seem to remember that the solution was to continue to smile or at the very least - show no emotion towards said 'raver' and their response would be one of confusion. After all, it takes more than one party to have an argument!

However, in rare circumstances, it IS best to rant and rave as if you don't-nothing will get done. Big companies haven't got where they are today, solely by providing customers with exemplary service. So please don't feel that you owe them anything. Yeah its rough on the person who is dealing with the complaint - but thats what the company pays them for. Meanwhile, the big bosses rarely take ownership of any issue and get paid the mega money!! Explain that its not with the advisor you have issue with, but the companies shortcomings. Its still a sharks world out there, either you stand up for your rights or get eaten like the little fish that you are!!!

Ciao for now.

Originally posted by chalicefc3
AU CONTRAIRE!!!

I completely and whole-heartedly agree with the comments made - having formerly been a recipient of such a torrent of abuse having worked in telecommunications!!
I seem to remember that the solution was to continue to smile or at the very least - show no emotion towards said 'raver' and their response would be one of confusion. After all, it takes more than one party to have an argument!

However, in rare circumstances, it IS best to rant and rave as if you don't-nothing will get done. Big companies haven't got where they are today, solely by providing customers with exemplary service. So please don't feel that you owe them anything. Yeah its rough on the person who is dealing with the complaint - but thats what the company pays them for. Meanwhile, the big bosses rarely take ownership of any issue and get paid the mega money!! Explain that its not with the advisor you have issue with, but the companies shortcomings. Its still a sharks world out there, either you stand up for your rights or get eaten like the little fish that you are!!!

Ciao for now.

I see your point mate- I word in a call-centre and we get the full flack from people having a go just because managers at the top have ****ed up again.

It stems from the stupid decisions from the top always.
That to me is the main cause of everything.

When calling anywhere to complain I am very relaxed about the situation and I try to speak to a manager or someone with authority- its nothing to do with the operator usually.. I go for the organ grinders- because we as the monkeys get all the flack usually!

Originally posted by ANGELUS


When calling anywhere to complain I am very relaxed about the situation and I try to speak to a manager or someone with authority-

99 times out of a 100 a manager is NOT required for a call that is escalated!!

what is the point in having advisors on the phones if they get idiots coming through just asking for a manager,

you have to remember, the call operative can only be as helpful as the customer lets them to be

Originally posted by Robbie_Lovin
99 times out of a 100 a manager is NOT required for a call that is escalated!!

what is the point in having advisors on the phones if they get idiots coming through just asking for a manager,

you have to remember, the call operative can only be as helpful as the customer lets them to be


Generally speaking you are right in what you say. But a classic example to back up my reasoning that sometimes CSA's aren't of help is when i called a mobile phone operator to raise issue with mis-sale of product.
In response, the advisor was condescending in his manner and challenged my every spoken word. I know that i was not being cantankerous or anything of the sort, cos having worked that role myself - you do feel for the advisor and you recognise that its not their fault and you try to put that across.
This advisor,however, took the whole complaint to a new personal level - started shouting 'You calling me a liar' over and over again, trying to raise the tempo. Its a common trick employed by advisors to irate the customer enough so that the cust. swears. This justifies hanging up on a customer and noting the poor verbal manner to file!!! I know cos we all used to do it ourselves to shake awkward customers LOL
I think his ultra-feminist tendencies were exposed - with me to blame for a "clear infrigment of his civil liberties" (or some such crap)
Either way - it needed several phones and managerial action to resolve what had now become an escalated matter!!

like i say, its the majority that demand a manager, just because they dont like the answers they are getting!!

Some people are idiots. One bloke phoned our place today, but although he'd got the right company, he'd called the wrong department.

He went mad, insisting that he'd been given my number by the call centre, and demanding to speak to some person I'd never heard of.

Eventually I tracked down the number of the person he wanted to speak to, it was only 1 digit different from my number.

I went back and told him the correct number.

"That's the ******* number I've just dialled!" he ranted. I explained that he was one digit out, but he wouldn't have it, insisted that he was right, logic went completely out of the window, and eventually he slammed the phone down.

Idiot.

Dont you just love mad customers!

It makes my day a little less boring when we have a nutter on the phone.. bless.

Originally posted by _Fate_
Agreed. But does this include the bus service? Im really sick of being late to work because the buses are completely out of schedule.

It should include them,,if your bus is late is it always the fault of the driver?.

People should think about that before they hurl abuse at them,there are a lot of factors that can contribute to your bus being late.

However the general theory on this forum is that its because the driver is a t**t and they are always at fault.

Friend of mine worked for a call centre in sydney for a while (think it was mix of telesales and customer service for a mobile phone company). Whenever they used to get someone rude, they used to pass the number round, and throughout the day call the person back pretending to be from a different company each time until the person they were phoning completely flipped...

The other day, a bus driver changed a tenner for me cos it was cold and raining, thus restoring my faith in bus drivers!

In addition, call centres are there with the specific purpose of seperating the executives and the customers. I used to work for an attercliffe company that had a call centre in glasgow!!

Generally, if you ask for a manager, the call will get passed round a bunch of people who don't have much more authority than the person you're already talking to.

I'm much more inclined to be angry with the people on 100,000 a year than those on 4.10 an hour, though...

Try working in an A/E department when you have some donkey ranting that they've been waiting XXhours & people that came after went in before... etc

eg, When YOU want to rant back that a 3 week old injury IS NO LONGER AN ACCIDENT OR AN EMERGENCY

- is one example of 1000's

:rant: I:rant: really:rant: should:rant: write:rant: a:rant: book!

I always change tenners and twenties cant see why its a problem, if i have the change then i will give it.
If i dont then i will be polite about it,and actually apologise for not having the enough change.

costs nothing to be polite

I like this topic.

I was very sympathetic with the original post, and agree entirely with it. Working in a hotel, I'm completely used to people getting annoyed with me about something which I am not in control of.

I am not the sort of person to complain about things myself, something would have to have gone majorly wrong before I'd even contemplate complaining. However, this doesn't get me or anyone else anywhere.

At work, if we get a letter saying how well organised the staff were, or how much someone enjoyed their stay, we just get a pat on the back and it's left at that. However, if we recieve a letter of complaint there's loads of paperwork to be done, staff briefings, policy reviews, etc. etc. Then the person who complained would probably get a complimentary stay at any hotel in our chain. It's sad to say, that it's the people who complain that get the furthest in this world.

Not that this will change me; I'm not the sort of person who likes to make a fuss.

BTW: I love reading compliant letters for a good giggle :hihi: