How not to act when customer service fails miserably

This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Picture a client, who for three hours tried in vain to get an issue resolved at an alleged home security organization, and went from agent to agent until finally customer service representative Michelle left a number for the client to call. The problem with that however, is that Michelle was nowhere to be found, and as the customer’s anger escalated, his behavior became inexcusable; pity the service representative named Mark who finally answered the call.

As we all believed once upon a time that the tooth fairy really existed, and the money left on our pillows in the morning came from an unbelievably beautiful princess with a magical wand, we all want to believe that organizations really want to keep our business and ultimately a customer service representative will come to our rescue. Of course, minus the magic wand, and too many times the long hold period with the repetitious sales pitch and elevator music, the transferring of one’s call to another representative, or the even more fearsome threat of being disconnected during call transfers, inept customer service can push the buttons of the most patient and optimistic soul.

It seems this in particular recording, allegedly from four years ago, pushed this customer’s sanity, because he curses, screams, and even threatens violence by coming to the customer center and using a machine gun. Customer service representative Mark who answered the phone at tech support was instructed by the customer not to put him on hold or even transfer him to another representative for fear of being disconnected again. Mark obliged the customer; we don’t really know why because without the necessary information from the customer as to the problem or even the customer’s identity, how could any questions be resolved? Was the customer service rule at the company never to hang up on anyone or be fired?

Regardless of the hysterics caused by this week’s ballistic outbreak from an out of control customer, it’s a good platform to help all of us not overreact to poor customer service. Not too long ago, most of us remember the airline attendant who went ballistic when a rude passenger angered him; he told the person off and then proceeded to slide down the emergency chute and exit the plane. We’ve seen customers break expensive china, throw diamonds into the rivers, and act so much out of control, we either cringe with fear or laugh hysterically, but a lesson for all of us lies somewhere beneath all that anger and the frustration.

Even if it means walking away from your computer or putting your IPhone away for a rest, stay calm. Most companies do allow their representatives to hang up when a customer calls and is profane or threatening. Have a clear, concise summary of your problem, and leave out the emotions. Be polite to the representative, and try to remember that person is there to help and has no preconceived notion to want to hurt you or not resolve your problem as quickly and effectively as possible. Of course, it’s no surprise when we reach low-level employees who have no discretion as to making exceptions or much talent in the problem solving issues, so be prepared to be transferred when dealing with certain companies. Too many companies don’t put the time or effort into proper training.  There’s nothing wrong with asking to speak with a supervisor, and sometimes it does take time for a return call, but try the obvious remedies first and make sure you hone in on the particular department applicable to your problem. Keep good records of everyone you speak with, and be persistent; again without being rude, and when all else fails, never be afraid to turn to government agencies, Better Business Bureau, or social media.

Everyone agrees poor customer service is frustrating, and as hard as we try sometimes, failures happen. Let’s just hope businesses have enough wisdom to want to keep you as a customer and resolves the issue before it is too late.

Here’s the video:

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