Dear Amy: This week I was fired from a customer service position. I had only been at work for three weeks. The incident that led to my dismissal happened when I was exhausted and caught off guard by a very young client who was angry with an answer I gave him. I was not at my best but tried to direct her to my manager. The girl refused to see the manager and tweeted about me and my company that night. The next day, I called my supervisor to alert him to the angry customer. I was shocked to learn that our headquarters got wind of the tweet, which said I was not being nice to this customer. I am a caring person and about three times her age (about 20 years old). Tell your readers to count to 10 when they are angry, even if they are “right” in a trading situation. It’s a character test for how to complain about people.
Fired: Twitter and Facebook (and other social networking sites) made it very easy for consumers to spread their praise for products and services. These same tools are used by consumers to complain about services and appoint specific employees. I admit to having done this myself.
Recently, after a very frustrating encounter with an airline employee on a delayed flight, I took to Twitter with a nonspecific and sneaky complaint, perfectly delivered in 140 characters.
Within minutes, I heard from the airline’s head office, asking for the name of the employee I was complaining about. I refused to provide it (and the lesson for me is that I will never do it again).
Sometimes a complaint is an outlet, not a ground for punishment or dismissal.
I agree with your warning to count to 10 before pressing “send”. I also urge companies not to overreact to unverified tweets or posts, especially when such complaints could be used to improve service through training.
Dear Amy: I am responding to the letter from “Fired”, the customer service worker who was fired after an angry customer took to Twitter to complain.
I am responsible for customer service and have noticed in recent years that angry customers have become more confrontational and aggressive.
While registering complaints through social media can make all of us more informed consumers and help organizations serve customers better, it can also lead to outrageous abuse of customer service staff and cannot be considered a negative. made.
Bad customer service shouldn’t be tolerated, but more often than not I see customers who come looking for a fight, who want to post that scathing review, who want retaliation for an unknown transgression.
It’s not uncommon for customers to yell at us, insult us and threaten to fire us. They don’t want their problem solved.
My colleagues and I have asked clients to take our photos, and some are posting those photos with hateful comments – and even our names – on Facebook and Twitter pages.
A customer recorded a conversation with a customer service rep on her phone and posted it on YouTube with the rep’s name, called her a “stupid pig” and encouraged further confrontations with strangers.
Many times we have found online reviews of our organization that include unsubstantiated allegations of racism and theft, sexually explicit and overtly racist reviews.
Management: Just as networking through social media allows for many wonderful stories of positive connections, the ability to surreptitiously record dating and post thoughtless or unfounded complaints can lead to abuse. People with complaints should think twice before tweeting, and management should confirm the veracity of complaints before taking sudden action.
Dear Amy: It is important for people to understand that in-store waiters and salespeople are terminated for customer complaints.
I only complain if the service is seriously lacking. If the service is good, I find the manager and sing his praises.
– Equal opportunity rental company
Equal Opportunity Lessor: I agree that we should all be putting as much energy into our praise as we are into shaping our indignant and intelligent complaints.
2021 by Amy Dickinson distributed by Tribune Content Agency