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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

Obnoxious Customer

77 replies

HotCrossPun · 24/07/2013 19:23

This isn't so much an AIBU but more a WWYD because I know I am not BU

I'll try and explain as best I can without outing myself.

A customer phoned today who was coming in to visit us. Standard procedure is to ask if the customer has any special need requirements/assistance.

Customer: What do you mean?
Me: Do you need wheel chair access or anything like that?
Customer: Good god no!!

I was silent (because I didn't know how to respond)
Customer: I probably shouldn't have said that should I
Me: No.

I then carried on with the rest of the call in what I'll admit was a bit of an icy and formal tone.

Anyway, fast forward to later on and my boss asked to speak to me. Each day our calls are listened in to be graded. He said that I was unprofessional with how I spoke to her. I said it was just because I was pissed off because of her stupid comment and the inane laughter after it that she was obviously wanting me to join in with. Anyway, he wasn't happy with me and said I hadn't to do it again.

WWYD? That question often seems to prompt idiotic responses from customers. Why can they not just say yes or no?

OP posts:

Relaxedandhappyperson · 24/07/2013 21:17

If that question frequently causes confusion and odd answers, can you suggest to your boss that it be reworded? Look for a form of words which elicits the information you want with the least extraneous verbiage.

Turn today's incident to good account.

Original poster

HotCrossPun · 24/07/2013 21:20

Of course they don't speak to us about every call, how would we get any work done?

He asked to speak to me about it when he was doing my grading because it was one of the ones he'd listened in to that day.

Do you not think its a bit ironic that you are talking about me overreacting and then asking if another poster would hunt a customer down and butcher them with a machete?

OP posts:

Original poster

HotCrossPun · 24/07/2013 21:22

Tis a good idea Relaxed, calls aren't scripted or anything so I could try and rephrase it.

OP posts:

Secretswitch · 24/07/2013 21:27

I appreciate how difficult this must be for you. I can only speak for myself as a disabled woman (prosthetic leg and hip replacement) Some of the comments made by other poster's here are very painful to me.
I would love to stop being overly sensitive about the subject but I AM DISABLED!

enpanne · 24/07/2013 21:28

Of course they don't speak to us about every call, how would we get any work done?

So my initial interpretation was correct, and you just contradicted yourself for the sake of being contrary. Nice one.

Do you not think its a bit ironic that you are talking about me overreacting and then asking if another poster would hunt a customer down and butcher them with a machete?

Not really, but then again most people would be able to understand that aspect of my question wasn't meant to imply that course of action as a serious possibility.

Original poster

HotCrossPun · 24/07/2013 21:36

enpanne Have you had a stressful day? This isn't the kind of thread that should be making you as angry as it is.

I was polite to a customer who annoyed me.

You have read what I have written, totally disregarded it, and came up with the opinion that I have a plot to bludgeon the customer to death.

OP posts:

Original poster

HotCrossPun · 24/07/2013 21:38

You are not being overly sensitive Secrets.

A few posters are spoiling for a fight where there is none to be had. They are offended and being offended, it's silly really!

OP posts:

Alisvolatpropiis · 24/07/2013 21:42

I'm really shocked the OP is getting such a pasting here.

Clearly a lot of people posting who have never worked in a customer facing/based environment.

Original poster

HotCrossPun · 24/07/2013 21:43

*being offended at me being offended.

OP posts:

Secretswitch · 24/07/2013 21:46

I also believe Alisvolatpropiis that many poster's have no clear understanding of what being disabled means.

pianodoodle · 24/07/2013 21:46

I think the answer to this is to be icy to everyone from the start, that way no one can criticise your inconsistent manner :)

Original poster

HotCrossPun · 24/07/2013 21:49

Piano I think you might be right!

OP posts:

BridgetBidet · 24/07/2013 21:52

HotCrossBun, apologies, I did miss that post which coloured my response which was a bit inappropriate as a result. Sorry.

GetKnitted · 24/07/2013 22:02

OP YWNBU I understand that your job is to serve the customers and all that, but we're all human beings in a society here, and if people are never challenged on their behaviour they will not learn. If this was a one off and she knew better then she is probably grateful that you pointed that out to her.

What would all these posters be saying if a person in a wheelchair (an oh so funny wheelchair) had been reprimanded for their handling of the same conversation.

hoiks judgey pants

Alisvolatpropiis · 26/07/2013 20:58

Secret

You seem to be right there sadly.

I would be offended by it. I myself am not disabled. It doesn't mean I can't think it's rude and offensive.

It reminds me of the slightly odd conversation I had with a client once,whilst trying to remain patient he hasn't provided documents I said "oh I understand how busy you are,my partner is a teacher too". To which the client replied "your partner isn't a woman is it?!". In a tone. Which got my back up. Similarly to op's client they too said "oh I shouldn't have said that should I". I was fairly icy after that as well. Client still thinks I'm helpful though.

Secretswitch · 26/07/2013 21:06

Omfg! What on earth possess people to think it is just fine to say things like that? Yes, yes..I get that some people are caught off guard and just blurt out appalling things. I believe those appalling thoughts were always present and they had a time and avenue to " slip" out..

Alisvolatpropiis · 26/07/2013 21:15

Secrets

I think so too. It's like they hear a "buzz word" and can't stop themselves voicing it.

Secretswitch · 26/07/2013 21:34

I agree. Once words leave your mouth, they are out there. They can't be taken back. All the apologies in the world don't stop the receiver from remembering how it felt.

Alisvolatpropiis · 26/07/2013 21:46

Secrets

When I was asked that question I admit I said "yes actually" after a fairly long pause. Not because it's true, but it could have been both hypothetically and really in my case. It annoyed me they felt it was ok to ask me, to ask me in a tone really annoyed me.

So I completely understand why the OP reacted the way she did. I don't think she was rude anymore than I felt I was rude. These people know what they've said isn't ok and are looking for reassurance. Hopefully they are learning that the reassurance they are seeking isn't going to be forthcoming these days.

cumfy · 26/07/2013 21:55

Did she not simply get the wrong end of the stick ?

ie. Believing your question in and of itself was implying the strong likelihood that she did indeed require special assistance.

Not everyone is familiar with the DDA, and it's ramifications.

cumfy · 26/07/2013 22:03

And yes you should have just continued with your script, taking her answer to that point as a very obvious 'No'.

She sounds like a complete arse, of course; but I'm sure you realise that is a terminal disability, for which the only known cure is high velocity lead poisoning

SamHamwidge · 26/07/2013 22:25

It's a difficult one. On the one hand, your boss has a job too and to preserve the company's brand and reputation etc you need to remain detached and professional ... However if it was just a slight shift in tone to make a point to this biatch woman that her laughter was unacceptable and you weren't going to join in...well I think that is acceptable, and actually, right. If more companies made a stand against this sort if thing it might make people think twice.

Alisvolatpropiis · 26/07/2013 22:31

Sam

That's what I always thought. The shift between friendly and merely polite is not something anybody could complain about but still demonstrates what they said wasn't acceptable.

Saying "get fucked" on the other hand...

imademarion · 26/07/2013 22:46

Perhaps she used to need a wheelchair and now doesn't, and was laughing with relief?

Perhaps someone was tickling her?

Whatever, it's not really your role to stand as judge and jury in a customer service role.

My staff ask questions like this. They also check dietary requirements and the possible need for large print.

Some people answer straight, others try jokes, one was famously offended that we were questioning her eyesight.

I'd take a very dim view of any colleague who suddenly decided they'd employ 'an icy tone' in the middle of a customer service call.

You're being paid to represent your organisation in a professional manner, not to bang whatever personal drum you might judge necessary.

Perhaps you should look for a job in campaigning instead?

Pregnancy + heat + being polite would test a saint though!

LessMissAbs · 26/07/2013 22:54

To be fair, I am fairly certain that if you measured the psychological response of people who were subjected to what they deemed to be overly familiar, unnecessary or intrusive questions from a stranger on a telephone, the woman's reaction would be fairly typical.

I thought about this today as I had to phone my bank, which turned out to be a call centre. First of all I was addressed by my dead mother's name, in that the call taker assumed I was a Mrs because I was married and I didn't adopt my husband's surname (not their fault, but annoying). Then they carried out my instructions really efficiently, job was done but then they launched into a spiel about transferring my balances on store cards and other credit cards at some preferential interest rate, "was that something I'd like to go ahead with?" Very annoying, because it was so irrelevant (I don't have any such cards). In terms of social interaction, both of these things are actually rather rude!

Surely it is not beyond human capability to devise a script which doesn't cause such angst in either customer or employee?

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