Mine does! We even have guidelines to follow that provide script to allow for disconnection of abusive callers without repercussions. And when customers insist on speaking with a manager to get what they want, the supervisor kindly explains the protocol in another way to make them understand that we cannot override company policy no matter the position. What is set in the system is for reasons that cannot be undone so the supervisors do not pacify customers and break procedures.
Like do these BS ass customers expect the manager to get up and walk over and take the call at the agents desk while they’re logged in to all of their tools??? Naw boo boo it don’t work like that. I am a call center manager and I work from home so it’s not even possible if I want to take an escalation myself (our escalations team generally handles them). But either way escalation or me requires a transfer.
My husband had a couple coworkers that were threatened multiple times with bodily harm over a fridge install. Despite telling his manager what happened, the manager sent them back out to the guy’s house that afternoon, saying that the guy apologized when manager called him to reschedule. 🙄 Of course, the manager wasn’t volunteering to go to this guy’s house, just volunteering the people who were threatened. When the guy’s name popped up on my husband and coworker’s schedule a few days later, they canceled it. Dude can bring back his own fridge return. They said if manager has an issue with that, he can take the truck and go himself or he can talk to corporate HR. Supposedly, HR will blacklist the client. Of course, that rarely happens….
The call center I worked at we didn't have to take the abuse.. we absolutely can disconnect the call if the caller has been warned and is still irate. The funny thing is there was a 2 hour wait time to even get an agent on the line. You'd think they'd be more respectful to the person that has the power to waste their entire day, sitting on the phone listening to elevator music🤭😂😂😂.. I loved the rude customers..
This is exactly what American Express does. I work for them in the escalations department and before you get transferred to a supervisor we always take a quick listen to the call. Had a lady in this exact same scenario but she called one of my minority agents several slurs.
Wow !!! that's a Super Manager. I'm associated with the service business for over 10 years now. I've acted in a customer service role for more than 4 years, but have never seen any manager do this. It's not right to abuse or exploit the Agent.
I worked as an auto insurance claims adjuster in a call center. It didn't matter that I could recite the policy verbatim, if a customer complained because they were wrong, they got their way because my supervisor didn't want to listen to the screaming.
Yeah-no. We live in a world where we'd STILL get in trouble for being the first caller and the higher ups would apologize for the Karen. Even security guards get yelled at by their managers for the customer hitting THEM.
I learned two things in dealing with customers in different companies and service agencies and retail. If you back a disrespectful customer over a coworker, your days as a manager are numbered. If there is a conflict most of the time it is a misunderstanding. It is rarely malicious intend from the service agent. No, they do not risk sacrificing their job to piss you over. As a matter of fact myself and others rather risked our jobs by helping customers in certain situations. Especially if the company policy was bullshit. People working customer support are a special breed. Be nice to them and they really going miles to help you, if they can. Mistreat them and they still help you, but only as much as they are oblight to by their contract. Just take a few minutes, breath and then call. Not while you're angry. They did nothing to you.
I used to work for Apple and dealt with pre-irate customers all the time. They think customer service has the power to change company policy for them on the spot as if each of the customer service people have the power and authority of the CEO.
If this happens in any of the REAL call centers, both of them will get fired or asked to resign immediately. No company liked to lose even one single non earning account. No single company ever had backed even a single employee. Whether you are right or wrong doesn't matter. This is patronizing the rest of the people but it's not true to the life content.
New Topic you should take in consideration, the rent going through the roof. We need Rent Control Department. fix the rent and it will fix the economics.
The number of people who use the phrase "the customer is always right" as though it means literally that is astonishing. It means you do your best to accommodate the customer - within your authority, the company's policies, etc etc. It's an old training phrase. It doesn't mean the customer has unlimited power. Good grief.
and then I sued and won millions of dollars. Doesn’t matter if I was the aggressor or not what matters is is did they follow their policy and they probably didn’t.
I would love to see a company that actually backs their employees. A majority of the times, companies will back customers and ravage their employees. Just mentioning what I have seen from experience!!!
"We back our employees." Said no corporate company EVER!!!!!
Or school principal!
Buccees does!
They do too.
Mine does! We even have guidelines to follow that provide script to allow for disconnection of abusive callers without repercussions. And when customers insist on speaking with a manager to get what they want, the supervisor kindly explains the protocol in another way to make them understand that we cannot override company policy no matter the position. What is set in the system is for reasons that cannot be undone so the supervisors do not pacify customers and break procedures.
Some branch managers do...
For the record, 'customers' are NOT always right
Iirc the full saying is "the customer is always right in matters of taste," but it has gotten shortened, and i think we can all guess why.
The customer is right until you don’t want them as customers.
One time a customer told mme that the customer is always wrong. Was that customer right or wong?
@@olindbck The ones who say "ThE cUsToMeR iS aLwAyS rIgHt" and "I'm A lOyAl CuStOmEr" are always entitled fools.
Employees are very rarely backed by the employer
unless you have Veronica as your boss
Mostly never
They always looking for a reason to have the edge over you. Once someone complains they have leverage.
yes, busted. the amount of rude customers I used to deal with who insisted on speaking to a manager without being put on hold..
Like do these BS ass customers expect the manager to get up and walk over and take the call at the agents desk while they’re logged in to all of their tools??? Naw boo boo it don’t work like that. I am a call center manager and I work from home so it’s not even possible if I want to take an escalation myself (our escalations team generally handles them). But either way escalation or me requires a transfer.
ikr..... i enjoy bein a subtle smartaass to them.
0:35 wow how fast was that change of tone!😮😅
I was a 9-1-1 operator for 10 years. I can’t tell you how many complaints I had that suddenly went away when my supervisor listened to the call.
@@HorseLady1109 yeah, because some of them are crazy.
@@easygoing6397 You have no idea. A lot of “regular people” think I’m making things up.
Something i wish more companies would do
Me too. I'd choose a company that respects the employees.
They do this in the stores too with the employees. Some of the managers backs you up on it, and the others give the customers their way.
My husband had a couple coworkers that were threatened multiple times with bodily harm over a fridge install. Despite telling his manager what happened, the manager sent them back out to the guy’s house that afternoon, saying that the guy apologized when manager called him to reschedule. 🙄 Of course, the manager wasn’t volunteering to go to this guy’s house, just volunteering the people who were threatened.
When the guy’s name popped up on my husband and coworker’s schedule a few days later, they canceled it. Dude can bring back his own fridge return. They said if manager has an issue with that, he can take the truck and go himself or he can talk to corporate HR. Supposedly, HR will blacklist the client. Of course, that rarely happens….
I feel bad for your husband, and his co-workers. That happened to me as well a little bit different but, similar to that.
@@FirstfalconfreeThat's dangerous. Wow, what a crappy manager!
“We back our employees” hahahahahahahahaa!!!!!!!! 😂😂😂
Curious what company it is the backs their employees up like that. Asking for a friend
According to the video it sounds like an amex call center
😂😂😂...me too. I wanna know.
Fidelity/Citi
That's all I've got for the list though.
I wish my Business....Backed their employees against Dispespectful Tyrants. 😱😨😵😲 like this....Unfortunately....they do not 😢😡
Only in cartoons
The call center I worked at we didn't have to take the abuse.. we absolutely can disconnect the call if the caller has been warned and is still irate. The funny thing is there was a 2 hour wait time to even get an agent on the line. You'd think they'd be more respectful to the person that has the power to waste their entire day, sitting on the phone listening to elevator music🤭😂😂😂.. I loved the rude customers..
This is exactly what American Express does. I work for them in the escalations department and before you get transferred to a supervisor we always take a quick listen to the call. Had a lady in this exact same scenario but she called one of my minority agents several slurs.
What a horrid person
Wow !!! that's a Super Manager. I'm associated with the service business for over 10 years now. I've acted in a customer service role for more than 4 years, but have never seen any manager do this. It's not right to abuse or exploit the Agent.
"We back our employees." What a beautiful fantasy world you've created here. I'm a fan.
The original creator with the real. Veronica is: customer service academy
The Real Veronika is also here on YT, with the actual lady.
I love Veronica !!!
Cold busted‼️😹 The training is for the CUSTOMER…. bwahaha 😹
I worked as an auto insurance claims adjuster in a call center. It didn't matter that I could recite the policy verbatim, if a customer complained because they were wrong, they got their way because my supervisor didn't want to listen to the screaming.
Not me! PULL THAT CARD UP!!!
From the way the Karen freaked out, I guessed *immediately* that whatever she said was gonna make the Karen look bad.
Yeah-no. We live in a world where we'd STILL get in trouble for being the first caller and the higher ups would apologize for the Karen. Even security guards get yelled at by their managers for the customer hitting THEM.
I learned two things in dealing with customers in different companies and service agencies and retail.
If you back a disrespectful customer over a coworker, your days as a manager are numbered.
If there is a conflict most of the time it is a misunderstanding. It is rarely malicious intend from the service agent. No, they do not risk sacrificing their job to piss you over. As a matter of fact myself and others rather risked our jobs by helping customers in certain situations. Especially if the company policy was bullshit. People working customer support are a special breed. Be nice to them and they really going miles to help you, if they can. Mistreat them and they still help you, but only as much as they are oblight to by their contract.
Just take a few minutes, breath and then call. Not while you're angry. They did nothing to you.
I used to work for Apple and dealt with pre-irate customers all the time. They think customer service has the power to change company policy for them on the spot as if each of the customer service people have the power and authority of the CEO.
I wish this was true.
These are my favorite ❤😂❤😂
If this happens in any of the REAL call centers, both of them will get fired or asked to resign immediately. No company liked to lose even one single non earning account. No single company ever had backed even a single employee. Whether you are right or wrong doesn't matter. This is patronizing the rest of the people but it's not true to the life content.
Youre supposed to escalate all difficulties to team leads and supervisors 😂
Team Veronica!
The customer is always right...IN TERMS OF TASTE! GODDAMN use the whole quote. Dont just take parts that u like. Lord thats annoying
Great. So real
nice veronica we back our employees here nice
Ha they would never back their workers
ohmygosh I discovered this channel! 😂 this was bad ass! lol dude how would I make my own cartoon? pretty neat.
BUSSSSSSSTEEEEEEED 😂😂😂😂😂
New Topic you should take in consideration, the rent going through the roof. We need Rent Control Department. fix the rent and it will fix the economics.
If Amazon tells me not to worry just one more time!!! Not worried, I’m pissed! I want my $48!
Was that an actual phone call recording?
Liar liar her wire is on fire🔥
My manager would have lowered her interest rate
The number of people who use the phrase "the customer is always right" as though it means literally that is astonishing. It means you do your best to accommodate the customer - within your authority, the company's policies, etc etc. It's an old training phrase. It doesn't mean the customer has unlimited power. Good grief.
Dream on😂😂😂
and then I sued and won millions of dollars. Doesn’t matter if I was the aggressor or not what matters is is did they follow their policy and they probably didn’t.
Ha Ha Ha
Thissssssss!!!!
Nice!
If only this were true....
😅
Love it
YEAH but she tried to act like she was the victim...NICE TRY KAREN CUSTOMER
🤣🤣🤣🤣🤣🤣
Oh if only.....
clearly fiction
Gas
Another content thief. The people who made this are ToonTribe Animation.
I would love to see a company that actually backs their employees. A majority of the times, companies will back customers and ravage their employees. Just mentioning what I have seen from experience!!!
😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂😂 this almost took me out. I can't
Caught a karen on call😂😂😂
@CustomerServiceAcademy content