Don’t argue with the trolls

So much love for Penny Arcade.

This guy at Ocean Marketing comes across in such a bad way. I used to field calls pretty often, sometimes from irate customers. Do you know what you do when a customer calls with a complaint? You apologize profusely, try to see their point (they might be right! *gasp*), and offer something in return. This might be as simple as “I’m sorry” or “Of course we’ll take your return” or “Here’s the manufacturer’s phone number, since they have to handle it” or “Ok, I’m sorry, there’s nothing I can do, but I’ll take your name and number and talk to my boss and get back to you to see what s/he can do for you.”

When a company screws up, even if it’s something beyond their control (like customs, which if we used USA companies, this wouldn’t be a problem), the company representative must apologize and realize that there are going to be irate customers. You apologize. You explain, nicely, that there is something beyond your control, and you apologize again.

I’ve been on the other end too. I’ve been the annoyed customer (or annoyed representative from a middle company trying to help my customer). I know that it is frustrating on that end too. I’ve been brought to tears by the run-around from mortgage companies back when I worked for a broker. Sometimes, the only way to get through to a company is to be the more aggressive jerk ever. But I would never talk to a customer in a disrespectful way. You never resort to name calling.

Furthermore, the grammar and spelling is atrocious. When representing a company, you have to be able to express yourself in a professional manner. “Wither” does not mean “whether.” “U” is never an adequate substitute for “you.”

That being said, this video is not safe for those who dislike swearing, but it sums up nicely:



Filed under library

2 responses to “Don’t argue with the trolls

  1. Your post caught my eye. Kudos for posting this info.

  2. Thanks for taking the time to discuss this subject. I actually appreciate it. I’ll stick a link of this entry in my blog.

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