When a customer goes bat[-Censored-] crazy on the phone
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When a customer goes bat[-Censored-] crazy on the phone
12-04-2019 5:41 AM
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But, back to my 'mental' outburst - some may say I was aggressive, abusive, nasty and a host of other similar words. For some may say I went 'bat[-Censored-] crazy'.
The reason I did it is because plusnet weren't being reasonable on my behalf.
I was extreme and I regret this because it's left me feeling awful.
My big question is - if a customer goes bat[-Censored-] crazy on the phone to you, does it send alarm bells ringing? if so, what do you do? If anything at all?

Re: When a customer goes bat[-Censored-] crazy on the phone
12-04-2019 12:56 PM
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@sjfarrell77 - What do you mean by ‘alarm bells’?
We all have our off days and none of us are perfect, but if you really are sincere in your regret then the first thing to do is to apologise to the recipient of your vitriol. Yes it can be frustrating when you think you are being ignored or patronised but an apology will go a long way to mending any bridges and will make you, and the recipient feel a whole lot better about the situation and allow you to move forward.
Re: When a customer goes bat[-Censored-] crazy on the phone
12-04-2019 1:35 PM
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Re: When a customer goes bat[-Censored-] crazy on the phone
12-04-2019 1:41 PM
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Hello @sjfarrell77,
I am sincerely sorry to hear of your circumstances and deeply sorry for your recent experience with us that has caused undue stress. I can assure you we do have a duty of care to notify the appropriate authorities should we suspect or are notified by the customers that they could potentially be a danger to themselves or others.
Unfortunately due to the industry we are in customers do contact us and can vent their frustrations in a confrontational manner. We absolutely do not wish for any of our customers to have to get to that point and apologise if we have caused this in your case.
I have a looked into the matter raised here and will respond to that post shortly.
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