if you are rude to a linden should they be able to be rude to you?
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Chronic Skronski
SL Live Musician
Join date: 23 Jun 2006
Posts: 997
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07-22-2006 16:29
From: Hiro Queso Nope; walk away, maybe, but not be rude. They represent Linden Lab, not themselves. It's never easy, but you just have to bite your lip. You sound like you have worked customer service without getting fired. I agree. Sure, they may WANT to be rude, but this is not something they should do while representing their company. I have watched several people in my own company get canned because they were rude *back* to customers.
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Hana Timtam
::Piratess Princess::
Join date: 11 Apr 2006
Posts: 225
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07-22-2006 16:31
From: Zoe Llewelyn Refuse to talk to you until you calm down? Yes.
Get impatient with you? No.
The key to being an effective customer service employee is to never, ever, under any circumstances lose control of your own self.
Yes...the customers will often be totally out of control. That is all the more reason you as they employee needs to remain logical, calm and most of all in control of the situation. Impatience is the sign of someone losing control of themselves as well as the customer.
If the situation can not be handled effectively with the customers current state of mind, either pass them to someone up the chain to handle or end the conversation firmly and in full control until they can calm down. But there is no excuse for an employee to lose control in any form. That is a luxury they have in their private lives but never when they are representing a company.
You said that perfectly. |
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Chronic Skronski
SL Live Musician
Join date: 23 Jun 2006
Posts: 997
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07-22-2006 16:39
From: Foolish Frost As a tech support person, I really sympathize with this situation. I know from personal experience what hits the front line when the systems fail.
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Of course, the industry standard is 3 strikes. If the person used profane or abusive language, you say "Please don't do that. I want to help, but we have to keep this on a professional level"... After the third warning, the line is disconnected and the supervisor warned of the situation. If the user calls back and does it again, he can lose support privilages. Period. We're in the same field, Foolish. I have only had to disconnect one call in five years - from a lady who was screaming that it was somehow our fault that she had unplugged her router, causing her internet to stop working. There are many abusive customers, and we have even "fired" a couple of them, refusing to offer them service. My line is usually something like, "I understand your frustration, but if this call is to continue, you must conduct yourself in a civil manner." There is a HUGE percentage of abusive people on this forum, and I could not see myself being able to handle being a Linden with all the assholes here. I would snap. The last thing I would want to do is please them. But yeah - the poll is foolish. I wish there was a "pie" option. |
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Foolish Frost
Grand Technomancer
Join date: 7 Mar 2005
Posts: 1,433
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07-22-2006 16:48
From: Chronic Skronski We're in the same field, Foolish. I have only had to disconnect one call in five years - from a lady who was screaming that it was somehow our fault that she had unplugged her router, causing her internet to stop working. There are many abusive customers, and we have even "fired" a couple of them, refusing to offer them service. My line is usually something like, "I understand your frustration, but if this call is to continue, you must conduct yourself in a civil manner." There is a HUGE percentage of abusive people on this forum, and I could not see myself being able to handle being a Linden with all the assholes here. I would snap. The last thing I would want to do is please them.
But yeah - the poll is foolish. I wish there was a "pie" option. Oh, it's not often it get's to that point at all. But from what I have seen... Well, let's say lindens get more crap tossed at them than you or I do, Chronic. I've been present when a person started abusing a linden in text chat because she abandoned the land, AND IT WAS TAKING THE LINDEN TOO LONG TO FIX IT. He had been there a total of 5 minutes. I hate to say it, but that was not the only time I got to see things like that. <sigh> |
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Chronic Skronski
SL Live Musician
Join date: 23 Jun 2006
Posts: 997
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07-22-2006 16:56
From: Foolish Frost Oh, it's not often it get's to that point at all. But from what I have seen...
Well, let's say lindens get more crap tossed at them than you or I do, Chronic. I've been present when a person started abusing a linden in text chat because she abandoned the land, AND IT WAS TAKING THE LINDEN TOO LONG TO FIX IT.
He had been there a total of 5 minutes.
I hate to say it, but that was not the only time I got to see things like that. <sigh> Yup, I would say that the Lindens get more abuse and more shit slung at them in the forums in one day than I have seen in my tech career. I am not a LL cheerleader, but I am appalled by the behaviour in the forums, and by what I have heard going on in-world. It seems to be mainly the technical people who understand what LL is going through, how difficult it is to keep a world like this running relatively smoothly, especially a world with hundreds of thousands of user-written scripts, all the while putting up with people throwing virtual rocks at them. I do understand the frustration completely, but people make themselves heard here with about the dignity of a 4-year-old throwing a tantrum. |
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Phedre Aquitaine
I am the zombie queen
Join date: 26 Jan 2006
Posts: 1,157
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07-22-2006 16:56
Good gods. When I was working in customer support, if we got abused by one customer too frequently we flagged their account and let them twist in the wind. Apparently that twit didn't /really/ want her land back.... 
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From: Billybob Goodliffe everyone loves phedre (excluding chickens), its in the TOS 
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Yiffy Yaffle
Purple SpiritWolf Mystic
Join date: 22 Oct 2004
Posts: 2,802
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07-22-2006 17:16
I voted yes, however if a linden is rude to you without you being rude to them, you should abuse report them. I also think you have the right to be rude to anyone who was rude to you first. I also think chocolate ice cream with a half a jar of cherries is good eatin.  |
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Alex Fitzsimmons
Resu Deretsiger
Join date: 28 Dec 2004
Posts: 1,605
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07-22-2006 17:44
I'm all for treating people as you wish to be treated. As far as I'm concerned, people who are rude to the employees who are usually helplessly stuck trying to do damage control when management screws up again can just sit without being helped forever. However. That doesn't, on the other hand, excuse poor customer service otherwise. This is speaking as someone who's been on both sides of the customer-employee interaction thing. 
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