greetings

a customer just greeted me today with a "have a f**k*ng day!" after he hung up.hahaha...damn caller!he got so pissed off because i didn't provide him with any info.and he even demanded to speak with a supervisor.

here's what happened:

me: thank you for calling _____.com.my name is shania.is there a reservation i can help you with today?

bill: owh,i wanna check on my itin.can you help me with that?

me: sure,let me help you with that sir.may i have your name?

bill: bill

me.thank you.for security purposes,may i have the email address associated with the account?

(then he goes irate)

bill: why are you asking me that?i don't know the email address.someone booked this for me.

me: ok.who booked this reservation?

bill: my daughter booked this for me.

me:may i have your daughter's name?

bill: do we have to go through all these things.

me: yes,bill.

bill: why don't you just tell me about my itinerary?

me: i'm sorry,i cannot disclose any info regarding the reservation if you cannot provide me with the correct email address.

bill: i told you i don't have the email address.

me: bill, you have to provide me the email address for security purposes.if you don't have the email addres,you can ask your daughter and you may call as back.

bill: then give me your supervisor.

me: that is not possible.

bill: i told you i need to speak with your supervisor because you won't help me.now, can i speak with your supervisor?

me: NO.you have to go through the first step.

bill:what?

me:you have to go through the first step.you have to pass security verification.

bill: what the h*ll is wrong with you?you're not of any help. may i have your name?

me:may name is shania and that is spelled as S-H-A-N-I-A.

bill: ok.i'm going to write a letter and i'm going to include your name.

me: ok.have a great day.

bill: have a f*ck*ng day!

so,there...it didnt ruin my day.right after that damn caller,my supervisor called for a meeting and we had a voice simulation.i got nervous because we did it invidually and then the other team members were asked to rate our performance.i'm glad i did it well.

the result:

"Hats off to you Tif!

You sure have a very pleasant voice on the phone.

You are a naturale voice talent if I may add. You speak with character.

However, as you already know, your voice can sometimes come up too strong to first time or educate customers.

It is a good thing that you command authority when you speak but it would be a lot better if you add a li'l spice of enthusiasm when you convey your messages to your customers.

A small talk is all that you need.

Thank you for giving your best all the time.

Your humility only shows how mature and strong you are as a person.

We hope to spend more time with the team doing this kind of things. "

---people were telling me i sound so "maldita" on the phone and so authoritative.i'm not making it hard for my callers but it's just the way i speak.my previous QA(quality assurance) analyst would always leave a comment which says: "don't be smug and condescending." awwwh....i try to sound nice the beast as i could.hahaha...NOT.i always try to sound nice the best as i could and i think it sometimes works because i get good reviews.all in the name of customer service.