Yes, actually I used to work in customer service. Actually for Verizon answering phone calls about customers bills, for internet, tv, and FiOS services. Now, I honestly hated that job because I feel like the ultimate point in that job was to rip people off and there's been countless times where I've heard someone say that on the phone and I have to lie and say that VZ wasn't ripping them off and in all actuality we were. Also, I could not count how many times I've been called the B word, a whore, slut, no good, even the N word. Honestly, that was the breaking point in my job when I knew it was time for me to leave because we could not release calls so basically they were saying I had to allow a customer to verbally abuse me. After wards, I had a customer state that I was no good, I won't be anything in my life, Im nothing ( That's just stating it nicely ) and she called me a bitch as well. At that point, I told the customer that if she was going to speak to me that way, I would release the call or I could transfer her to my supervisor, she continued with calling me names, and I was actually put on a Final ( which means I could be fired at any given time ) for telling a customer that. I really didn't give a crap though. I will not go through verbal abuse because a person is mad the technician is 2 minutes late.
Now, with that said, I've been through so many quality sessions because VZ's crazy protocol, I've learned to understand what to listen for and what are the conversations trigger points. IE, one big thing is listening. What upsets customers the most is repeating something that they did not say. I'll admit when I call places now because I know how the quality calls are recorded, I HATE feeling like the reps are talking to me like I don't know what I'm talking about or not listening to me. Once I hear that in the tone, that's when the call takes a unsightly turn. I try not to get too upset but when a person isn't listening to me, it urks me.
Sorry for the rant!
