Why are people so rude to phone reps?

First of all I try to always be polite on the phone with customer service because I have worked in the service industry for a loong time and I know it's not YOU personally that caused my problem. Sadly, however, many of the reps I talk to start out the conversation being rude and condescending. If you don't like helping people don't get a job in the service industry. I'm sure it's a frusterating job to always be yelled at, since people aren't calling you when they're happy, but you have to realize when you're working at a certain company you are representing it. People are yelling at you because you are the face of the problem to them. If you can't deal with the job stress find a new job, I think dealing with pissed off people goes hand in hand with this one. And maybe try to help people with a better attitude instead of acting like we're intruding on your day by having an issue.

One example- just last month I had to call UPS customer service because they left a package for me at the front door of my apartment building, didn't even come to my unit to see if I was home, just left it outside on the stoop. Someone took it. The first person I talked to rudely told me that it was the peroggative of the driver to leave the package wherever he felt it was safe and that there was nothing more they could do. After repeatedly asking (politely) if she could explain to me how they weren't responsible- even though the driver didn't leave the package at the address it was to be delivered to- and receiving the same answer read off of a training packet or something "I'm sorry, there is nothing more we can do at this time...", I asked for her supervisor. She became a complete b**** right away even though I wasn't attacking her, I just said I needed more clarification about what would be done about the $50 lost from my package. Even the supervisor was rude and told me three times that he would file a report and have it looked into, that someone would call me back by 4 that day to update me (no one ever called), but there was effectively nothing he could do as the driver has the judgement to leave the package where he feels best. Wouldn't even respond like a normal human being, just kept repeating the same phrases designed to get "problem" customers off the phone without fixing it. When you get this attitude from every service person you talk to it starts to get irritating.

Remember they have been dealing with this at least 7 times. For example, when I have a problem with my wireless, first off it's their problem to begin with for changing my billing incorrectly. Then I called and spoke to a rep last month that ensured me the problem was fixed. However b/c I didn't write down this reps name I've had two of your coworkers treat me like crap.

I've had to repeat myself 5 times while getting transferred to different departments b/c no one wants to deal with a problem and then of course there is the fact that it took 45 minutes to get a real person to begin with.

I realize that it isn't your fault but by the time I get to you I'm expecting that 1) you weren't going to answer within the next 10 minutes anyway so I'm a bit surprised 2) you are just going to tell me to hold and transfer me to someone else and 3) I'm going to call back in 2 wks b/c you are probably an idiot who has no intention of or the ability to fix my problem.

Again I know intellectually that some very smart people work there. Some companies aren't transferring me to someone who doesn't speak English. Some companies actually don't keep you on hold for an hour just to have a moron transfer me to the wrong department. But that's what I expect.

So I'm not trying to be rude but I'm trying to speak as fast as possible so that when you transfer me--you may transfer me to the right department if I just get a chance to spit it all out first.

I'm very patient with phone reps until they act stupid, then I don't yell, but I do get firm with them. I'm sure you're probably one of the nice ones, but of all the reps I've talked to since our last move (land and cell reps-we had a lot of problems with the bills due to the move), I can honestly say that I've only spoken to 2 that actually acted like they wanted to be at work the day I called and some have been flat rude from the minute they answered the phone. I even had one yell at ME! So, while I'm pretty sure there are plenty of rude customers since we only call when we're having problems anyway, there are also a lot of rude, and stupid reps. Sorry, but that's been my experience as of late......

Im a receptionist, and i have to call reps alot..i know its not your fault if something isnt working, I tend to be pretty polite to them until they use any rude, frustrated or condescending tone to me.

The other day i had to call a pathology rep. It was the 4th time this week the pathology courier had forgotten to come by and collect our samples. I was frustrated, and rightly so, if blood is left too long without testing it can seriously affect the results.

Ive also had to talk to them about incorrect spelling of peoples names on results! About stapling one womans results to someone elses! About not showing up when we booked them to collect blood for a home-bound patient.

After so many calls about stuff thats the companies fault i just have to be direct. Some may say its rude, but im not going to tip toe around the issue since this is a business and it need to keep running, if they dont do their job, i cant do mine.

Maybe you are different but a lot of customer service reps will just tell the customer some nonsense to get rid of the call and that irritates a lot of people, if you don't know the answer or the company made a mistake, it is always a lot better to admit to that instead of trying to blame the weather.

I have been in your shoes and see the tone of frustration in your post. You may be experienceing some job burnout -- "(Yeah, I pin-pointed your account out of EVERY account the company has and messed everything up, I placed the charges on the account, I sent the 10,000 text messages you're stuck up little 8 year old daughter sent to all of her friends..)" an attitude adjustment needed here on your part.

First of all, you have to toughen up because dealing with some ugly customers goes with the territory. Next, what I did was to absolutely KILL THEM WITH KINDNESS --don't be phony be sincere. I actually used to smile while I was speaking because it is not easy to sound nasty with a smile on your face. If you speak to them in the nicest, sweetest tone possible often people will pause and put themselves in check. They start feeling foolish and realize they are sounding like an a**hole. It causes them to soften up. What people don't realize not only in customer service work, but life in general, is that people listen just as much if not more, to how you sound than what is said. Many times people are very frustrated and just want to vent. I used to let them exaust themselves talking before I would begin trying to offer assistance.

Try giving the kill with with kindness method a shot and see what happens. If you still can't deal with it then it is likely you are in the wrong line of work. Customers like sincerity and to be taken seriously to know they are being heard/listened to and do not like long waits and, condescension, sarcasm, being put off or being made to feel like they or being put off lied to. They detest not being allowed to speak to a supervisor or manager requested. Try not to let it get the best of you but if you can't, giving thought to going into another line of work might be in order. Some of us are CSR's, secretaries, receptions and the like and ALL of us at times are customers. Think as a customer what you would want.

Good luck

Sorry but... I hate getting 10+ calls a day at my office from solicitors and then get home and have people bugging me while I'm eating dinner. Yes, I am rude to phone reps. Sorry bud!

Maybe they're taking out their frustrations about the company's policies on the only contact they have, and that's YOU .

Personally, I don't abuse the phone rep unless I sense I'm getting the run-a-round. Then they get both barrels.

People tend to think (unsually incorrectly) that the customer is always right. The think they can get away with yelling because you'll go out of your way to keep their business.