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To think some people need to remember there's a HUMAN on the other end of the phone?

(12 Posts)
DreamCloud99 Tue 28-Feb-17 18:00:58

Terrible day at work !

I work as a travel agent so in retail.

A lady called today asking to make some amendments to her flight dates - I explained I'll see what I can do but couldn't promise anything as its short notice .

It turns out I couldn't book on the dates she wanted to switch to as we were sold out .

She turned instantly rude ! It was very strange though as she wasn't shouting but she was condescending , told me she was getting "quite sick" of me when I tried to explain why I can't just swap , she then turned it all around to me saying I'm clearly finding her annoying and she will come in to speak to someone else confused

I honestly was not rude or abrupt back to her , maybe there was a tone of irritation in my voice at some point .

She's now going to complain about me (she said she was) and I've come home feeling totally deflated and it's playing on my mind .

My boss will be able to see I've not done anything drastically wrong but will probably pick up that I was irritated with her .

AIBU to think people forget there's an actual human on the other end and just because you can't see them doesn't mean you can be openly rude ?

Sigh. I can't even drown my sorrows in gin as I'm on anti biotics sad

TobleroneBoo Tue 28-Feb-17 18:07:25

I get this, it's quite cowardly and for this situation I would imagine she has ballsed up her plans and is embarrassed as they can't be fixed.

Try to forget about it, your boss should see you tried helping her wine( it's just black currant)

BarryTheKestrel Tue 28-Feb-17 18:10:41

So many people seem to forget this. I work in technical support for a retailer and honestly the amount of times a customer is rude and blames me for them getting a virus on their computer or the lost channels on their TV is ridiculous. Some people will always complain and there is nothing you can do to stop that. Even if you weren't irritated by her, you physically couldn't do what she wanted you to, therefore she will never be happy. Write it off, tomorrow is a new day! cake

MatildaTheCat Tue 28-Feb-17 18:10:54

That's crap but I'm sure your boss has met plenty of these people before.

gtyrfctsrght Tue 28-Feb-17 18:11:50

I've had verbal abuse over the phone and threats of complaints in the past. They never do complain!

Also threats of Watchdog were ten a penny.

They didn't like being told stuff they didn't want to hear even though it it was out of my control and their fault.

Customer service jobs can really suck. YANBU.

Allergictoironing Tue 28-Feb-17 18:18:54

This is why I tend to go out of my way to praise anyone who has been helpful, and if I get annoyed explain that I do understand that it isn't their fault and it's not them I'm angry at, but the system they need to work to. I had to get something escalated today at work and was very careful to say to the supervisor that I had no problem with the person who had taken my call, and I had only asked to talk to a supervisor as I knew they had higher authority to sort my problem.

I've been both sides of the phone on this one, so I can sympathise with the poor person on the receiving end of a customer who blames the individual who can't wave a magic wand & rewrite company policy just for them.

Effic Tue 28-Feb-17 18:23:27

My staff and I are constantly facing rude, abusive parents who shout, swear and even physically threaten us before we've barely had chance to sit down, let alone listen to what the issue might be and try to help. I'm not that old (40's) but it's noticeably getting worse in recent years. People don't give a shit about anything or anyone and just shout what they want, demanding they get it immediately no matter how unreasonable. And they are the parents of the next generation. confused They often turn up the next day more apologetic whilst still making excuses "it my child, you know." Well yes and my child had a rubbish evening too with his half distracted mother who then didn't sleep for worrying about the spurious complaint you made about nothing but that still has to be investigated. In my organisation, workload isn't the thing that forces teachers to leave - it's parents!

Sorry - rant over!
You have my full sympathies. I'd say try not to worry but as I spent last night worrying about similar - I know it's much easier said than done.

Bantanddec Tue 28-Feb-17 18:23:28

I hear you op! I work in customer services.

Mingewithafringe Tue 28-Feb-17 18:25:33

I've always wondered how people can be seemingly normal and nice people but then when they don't like what someone on the other end of a phone is telling them, they completely switch.
I work in a corporate environment but in a service role. One customer had a huge personal rant at me one day for issues that were out of my control. He really made me feel like shit and he knew it. I met someone else while networking and I can't remember how but this customer came up in conversation and it turned out that this other person played at the same golf club as the customer and sang his praises to high heaven and what a funny nice guy he was. I just don't get how someone can adopt such a different persona depending on the situation

Mermaidinthesea Tue 28-Feb-17 18:29:50

I wouldn't worry about it, people are like that now. I get abused all the time in the NHS I've just become hardened to it.
I try and forget it and have rituals when I get home to destress, put my pyjamas on, cosy up with the cats on the sofa with a fluffy duvet, have a chat with my sister on the phone, down a litre of sherry :-)
It isn't personal, people just get frustrated and angry.

ludothedog Tue 28-Feb-17 18:31:27

They say you can tell a lot about someone by the way they treat waiters. I think you can also tell a lot about someone by the way they manage their emotions and difficulties. It's quite cowardly for someone to give you a hard time on the phone if they wouldn't do that in person. And if they are able to do that to your face then it shows just how unreasonable they can be.

you can be firm and express your views without being rude.

Maverick66 Tue 28-Feb-17 18:47:22

It's age in which we live. Everyone thinks they are a "celebrity" and have delusions of entitlement.

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