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Ive never worked in a call centre, but the company I work for does have a lot of small business clients who can be quite abusive.... I've been sworn at a few times on the phone (and threatened once or twice) but it never bothered me... I just figure that they are pissed off and ranting about it makes them feel better. But then again, obviously I dont have to take it day in day out.
Ive only ever once swore back at a customer, and that was when I was a financial account and some guy who had a problem with his pricing came through to me for some reason (he had already made one of the telesales girls cry by shouting at her so much)... I just picked up the phone and this guy was yelling abuse at me, I was in the middle of month end journals.... so I just said "what the fuck is your problem..." the guy went quiet, so I slammed the phone down. I got told off for it though... the sales manager said all his staff have to take those calls, so it demoralizes them when they see someone like me just swear back and hang up on a guy.
And as for the people that threaten violence... if you just reply, right, I'll be in the office till 6, what time shall I expect you to be here? they all suddenly have a reason they wont be!
I remember when I used to work in a newsagents, we used to deliver people's papers, and sometimes when I was alone and someone didnt get a paper, I'd have really absuyive calls, and I'd tell them I was the only one in the shop so they'd have to come collect their paper... and the people who were rude and abusive on the phone... they'd always be polite and embarassed if they turned up at the store.
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"Do not tell lies, and do not do what you hate,
for all things are plain in the sight of Heaven. For nothing
hidden will not become manifest, and nothing covered will remain
without being uncovered."
The Gospel of Thomas
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