On Behalf of Service Reps Everywhere...

I want to get something off my chest, before I do though I would like to preface it with this. I work part of the time as a medical phone service rep with patients Other part of the time I am reviewing orders for errors online as well as making orders for patients.

I want to say first off, I do get that there are some horrible phone service reps out there. Lousy attitude, or just giving out misinformation. I get it and there are a lot of bad ones out there.

However.... At the same time there are a lot of service reps who are good and want to help. But the problem is we get callers who decide to use us for a therapy session instead of just getting down to business to resolving the issue. With that in mind, here are a few suggestions for your friends and relatives who make a habit of being nasty to reps.

One- When we ask for your date of birth, address, or whatever is used to verify the account, for the love of god, please stop saying "Should you already have that in your system?" There is a reason we verify and that is called identify theft. Imagine your bank not verifying who your information over the phone first and everybody has access to your bank account. Are you still good with having that type of set up then?

Two - Keep your Primal Screen Therapy session to about a minute or two We get you're upset and need to vent. But we also are here to try to resolve the issue. Stop taking it personal if we acknowledge, then apologize and change the subject to actually helping you. Keep in mind we have a handle time to resolve issue and to take as many calls as possible when it's busy We are not here to discuss why your life went wrong.

Three - Be respectful when we ask questions about the issue. We are not saying you didnt do such and such We are not saying you are stupid We are REQUIRED by our company to ask these questions before anything can be replaced And when a rep mentions they are required to ask the questions and you say you refuse to work with him and want it replaced. Then the rep says he cant replace until the questions are asked, and you want to speak to a mgr as well as report the rep, Well I hope you sir/maam end up in jail and be someone's pound puppie in there

Four - Forgive me for the following caps, but this needs to be yelled -STOP TAKING REJECTION OF SOMETHING YOU ASK FOR THAT IS DENIED AS A PERSONAL ATTACK FROM THE REP. I hope I dont have to say this louder. If someone says they cant replace an item or refund you, and explain in DETAIL that was the MANAGER'S call, Breathe, have a Twix, ask for a supervisor and STFU Do not go on calling a rep names, using manipulation tactics such as these winners - "I hope you can sleep well at night" "My life is completely ruined because of you" Dont name call, use racist terms or make threats of physical violence Save it for the supervisor instead, that is what they are there for.

That was all I can think of at the moment But I am sure I will remember more. If anyone else works in the same field and would like to add on, feel free to do so

@scheherazade -

I listen, but its one thing when its a few minutes of complaints and another when they are giving a seminar.

And then when you either are working on fixing the issue or have the issue fixed, they want to go endlessly on about the situation.

Ive never lost control with a patient over the phone and have been called every derogatory term in the book including racist ones. The only I disconnected a call was when a patient that lived in the area threaten to come down and his 38 special to teach me a lesson in patient service. His little tantrum was all over the fact that it was past the cut off time for us to submit a delivery for next day air with. UPS dictates the cut off time, not the company I work for.

I explained this to him and offered their # to voice his concerns But he still assessed it was my fault even though he had the issue all day long and waits to call into early evening to take care of it.

I already did judge before but I am on complete watch now if a girl I am dating is unjustly rude in any small way to anyone that works in a service industry. If you are nasty on the normal to tip to these people that is all I need to know and will kick your a-- out the door promptly. Dont care how hot she is or if I am desperate to get laid, being terrible to service people without justification is a huge no-no to me.

People get too happy with their misery and trying to envelope other people that are trying to help them.

Trust me I ask those questions and it never really helps They just like to scream and blame me directly for the situation most of the time instead of the company

We are now forced to tolerate cursing and hostility and even if we give a friendly warning that if they dont stop cussing or being derogatory that we will hang up, our company will write us up.

So I am just waiting for some dumb old Trumper to start using racist terms towards me on the phone. And if the company writes me up for politely disconnecting and fires me, it will be lawsuit city

Everyone should have to work in customer service at least once in their lives...like it should be mandatory imo.

@Elle -

I take notes as well or put my headset down when they are screaming and ranting at me. The volume and their voice is loud enough to wear I can hear them when they take a breath.

I work on getting their issue resolved while they rant. My problem is its 15 mins later and I am done They are still screaming and wont let me tell them it is taken care of That garbage gets on my nerves.

Working in the medical field officially has confirmed for me that I deal better with children then people 50 and up who are patients. The level of arrogance, lack of accountability for mistakes they made, and entitlement is unreal.

I had a guy scream at me about UPS running late in the evening just to pick up an item from him yesterday In my mind I am thinking "WTF is wrong with you? We are in a pandemic. Considering they are risking their lives to do deliveries you should be thankful they are even working." If there was no pandemic or christmas time, then I could see why he would be upset

I am also risking my health going to work as I cant work from home. These patients dont care, they just act like a pandemic is not happening and they are the only person having problems.

No wonder my father used to say if he was getting out of mind enough to be put in a rest home, to just old yeller his a-- with a shotgun. He hated being around people his age as he felt "they are bitter, given up on life and are narrowminded to the point where they are not open to any new ideas"

One last pet peeve I have is people who try to lie to get their way on the phone, and you catch them in it with rock solid proof, they deny it then try to escalate the issue

I had this daughter posing as her dead mother trying to get a medical item replacedfrom us. When mother's acct was marked as deceased. I played along and just had my mgr do a call back Explained the situation to mgr and before the call he was able to pull up a online obituary for her mother that matched exactly

When confronted with this evidence, she denied she was deceased and requested to speak to corporate mgmt. I swear the level of scam people do is unreal