Join Date: Jan 2012
Location: New Braunfels, Texas
As someone who works in a 'service' industry (lol tech support), there are things that yes, a customer is entitled to.
1) Don't treat the customer rudely*
2) If WE screw up, we should try to make it right.
3) Just because a few jerks exploit the system doesn't mean we should treat everyone like criminals. Use good judgment.
4) Yes, work sucks. Don't harry the customers out so you can get out early.**
But doing stuff like demanding free things just because, cursing at us, telling us that even if you broke the something and that's not covered by warranty we should take care of it*** (I believe this falls under general denial of any personal responsibility which gets old fast).
I do think our current system of customer service is unhealthy and burns out a lot of people. It rewards mean, rude people instead of the polite ones. :/ Sadly, call centers are the last place where bullying is socially acceptable. It was somewhat surreal to see people actually breaking down and sobbing. I know I was put to tears a few times. Had more than a few threats on my life, too.
*If the customer is being a jerk, be firm. If it escalates, hang up/call a manager/get them escorted out, whatever. Sure, it's funny and satisfying to throw it back at them, but.
** We had one guy who shortened his call times by hanging up or abruptly transferring people. He got rewarded with a gift card. Yeah. I hated him. A lot.
***If someone's nice, I'll try to tug a few strings to see what I can get. But I hate seeing psycho hose beasts get rewarded for tearing into people while politer people get shunted off.