"It happens constantly. I am so numb to it now that sometimes I don't even notice how terrible customers are to me."
I am a 35-year-old woman. I am married and have three children. I am a strong union activist in my workplace. I am also on numerous engagement committees at my workplace. I have been working in a call centre for the last 16 years.
I get an abusive or troubling caller every week at work.
It's hard to pick one, to be honest with you. It happens constantly. I am so numb to it now that sometimes I don't even notice how terrible customers are to me. I have had clients start a conversation by telling me to go fuck myself and that I need to do what they say. They tell me all the time that I am a disgusting human being because I can put a $5 feature on for free. Speaking with male customers, they will say the most vulgar things to you. I could go on and on.
These interactions never make me feel good. Here I am trying to help a customer who is verbally abusive. Then they end up giving me a poor survey and my managers get me in trouble because maybe I could have been nicer to them. So I can't hang up on this customer who is telling me I am disgusting and to fuck myself, but then I get in trouble by management for not using "kid gloves" when handling them or being nicer to them. Never do they say, "Oh wow, that was a terrible experience for you."
I would like to see employers not being able to discipline representatives because they want to disconnect the call. I want the general public to hear the way that we are spoken to, instead of doing the YouTube videos taping calls with agents and customers on how to get the best deal. Let them hear what we have to listen to every day!!!