Alis girls Posted August 19, 2014 Share Posted August 19, 2014 I am in the process of trying to investigate insurance for ES whos going to uni. As a complete novice at "mum of a fresher" I had surfed the net and decided to ring our insurer to see what might be offered. I'm not good on the phone and tend to be a nervous but despite my poor hearing I was half way thro my spiel when I heard the guy at the other end sigh I feel cross that I didnt say something but hate confrontation - was telling OH who said it had happened to him so we will take our business elsewhere. As a nurse I am used to telephone conversations where people go on a bit but would never ever sigh like that - sooo unprofessional. I think I might make a complaint although I dont know what his name was. Many of these people speak so quick and are so slick and if they have an accent even worse. God help the elderly, So insurance company - improve your customer relations as I'm taking my custom elsewhere. Quote Link to comment Share on other sites More sharing options...
Cat tails Posted August 19, 2014 Share Posted August 19, 2014 I had the same thing a while ago. It is sooo infuriating! I called to put in a complaint of receiving advertising stuff on an old renter of my house. The guy was really unprofesional and even managed to say at the end something in the line of: well miss, seems that you know better and you can solve your problem yourself and he hang up! I immidately called back and asked for the complaint department. Got a very nice lady on the phone. Told her about my problem and about the other guy. She told me that she could see exactly who I had on the phone (from the phone number I called from) and that they record all calls. She would take action on the man! Very satisfying! Quote Link to comment Share on other sites More sharing options...
Willow Posted August 19, 2014 Share Posted August 19, 2014 A lot of call centre agents are measured on how quickly they can close the call as well as how many policies they sell. It can be quite an unpleasant environment to work in so unfortunately when they realise they have a caller that isn't going to be quick they may well feel like sighing. However even so it is very rude to do that and the answer is complain and/or move your business. I bank with first direct and I never get the impression they are anxious for me to finish the call, always polite and efficient and sometimes they seem in the mood for a chat. I did put in a complaint about one of BT's call centre agents once he was so rude although they never responded to the complaint I moved my business The call centre experience is a major factor for me when choosing companies to do business with. Quote Link to comment Share on other sites More sharing options...
gavclojak Posted August 20, 2014 Share Posted August 20, 2014 Oh dear...I have been guilty of the sigh....please don't judge let me explain..... I manage a dental practice and after receiving the fifteen call from someone who's first language isn't English, so we say what is the surname....we get...szuermensjrkakdjeurysncmcn (example) but it's said in a nano second....so we then say can you spell that please....then name is the spelt out and 9 times out of 10 they give their first name, given name, the name of their mother/father all before we get to the family name as we now have to call it....and usually the spelling had no resemblance to the name they have registered under...so frustrating when you have people standing in front of you and the other phone ringing... Another bug bear is when you book an appointment and then they tell you about every event they are doing everyday for the next two years....oh I have yoga then I am going to high tea or I am dropping savannah to music then taking Barney to judo etc etc.I have been guilty of saying "a simple yes or no will do"....or they call to book an appointment then say....oh let me just grab my diary...then disappear for ten minutes.....have your diary with you if your calling to book an appointment. Do you think I need a career change:) All that said, there is no excuse for being rude Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted August 20, 2014 Share Posted August 20, 2014 There is no excuse for being rude, but my goodness the general public can be very trying sometimes. I deal with elderly/infirm/just plain bonkers people on a daily basis at work & its ever so hard to keep smiling, keep trying to help them (especially when they don't want your help) & not be impatient. Had an old dear yesterday who kept putting her PIN in the machine wrong..I could see that she was pressing & holding down the buttons, making a big row of the same number, but she wouldn't have it, & after 3 attempts her card was blocked, despite me telling her what she was doing wrong.This was, apparently, my fault ,even though I had been trying to help her. Its not easy sometimes. Sighing, huffing or tutting on the phone is unforgivable. Quote Link to comment Share on other sites More sharing options...
Alis girls Posted August 20, 2014 Author Share Posted August 20, 2014 Believe me i have felt like sighing when on the phone many a time when someone blathers one about anything from their piles to their halotosis. But I make it a point never to rush them or sigh - if my colleague is in the room I might make a yak yak sign with the hand or pull my finger across my throat but never ever sigh,or tell em to get on with it - I am professional. I have hung up when a patient is rude but tell them first " I am not going to talk to you if you continue to shout, swear etc at me and will hang up" . Cinnamon I know how you feel about the elderly trying to be independant and causing mayhem. Many a time I've offered help for it to be refused and next minute they are on the floor in a heap. As for call centres - I hate them and did work in a GP emergency call centre - but the stress was too much. I would sooner empty bins than answer phones. Quote Link to comment Share on other sites More sharing options...
