I was reading an article somewhere about the most common things that call center employees encounter, and one of them struck a chord with me because it was more true than any other, and that is customers being rude on the phone and expecting you to help them because of it.
I apologize if this is a bit of a rant, but for some reason it’s something plenty of people seem to not understand.
I can tell you this from personal experience, nobody is going to be inclined to help you to the best of their ability when you are blatantly and overtly rude to them. This is true for any occasion, let alone someone you are calling for support. Yes, I understand that you are having a problem and you are calling me to fix it, and I’d be more than happy to fix it for you so long as you don’t call me an idiot and stupid for not doing it quickly enough for you.
Here’s the thing. Chances are it’s not my fault that your website or hosting account is messed up. I promise you we aren’t going around and intentionally messing with accounts just to make them not work properly. As ridiculous as this sounds, I can’t even tell you how many times people would blame me for something they messed up on their own.
The other thing that bothers me is when the customer calls the support rep some sort of stupid. If I’m so stupid and you’re so smart then why are you calling me to fix your problem? Figure it out yourself if you don’t want to talk to some idiot on the phone.
I understand you might be frustrated because something isn’t working right, but the nicer and more understanding you are the more inclined the person on the other end of the phone will be to help you. When I was working support for hosting companies I pretty regularly gave away free stuff to customers just because they were understanding, nice, or made me feel appreciated in some way. I certainly was in no rush to help the ones who were rude.
The bottom line is that people in general need to be more understanding about certain situations and understand who’s to blame. Chances are the person on the other end of the line isn’t the one who’s at fault, so don’t be quick to fly off the handle and you may just get the support you deserve.