Why You Gotta Be So Rude???

So I was thinking about the 15+ years of experience I have working in call centers. The bulk of my experience has been in collections and I currently work in customer service/central scheduling for a medical group. One of the things that has remained constant across the companies I've worked for and the industries I've been in, is how rude you all are. Yep, I'm talking about YOU! I know it's you because it has been me and I still have to check myself from time to time when I handle my affairs. Aaaaaaaaaaaaaaaand I've talked to some of you! LOL!! Some of y'all are seriously THEE WORST! A lot of you positive, upstanding, kindhearted, spiritual, peaceful, and admirable individuals turn into straight up ornery jerk faces when it's time to handle business over the phone (And sometimes in person). Then, after you've showed your tail, you have the audacity to wonder why you received less than stellar service! Now, I know there are times when you get a truly incompetent or rude rep. Though that may be the case, I admonish you to approach them with a certain level of respect, calm, tact, and empathy. Think about how you like to be treated at your place of employment or how you feel when you may be going through a rough patch or having a not so good day, but have to work anyway. This message is for me too. I'm a stickler for exceptional customer service and have been known to be hard on people providing me service. But, this is one of a ton of new leaves I've turned over, so I'm way better and am still working on me.

I'm going to share a few tips with you on how to be a good customer. Follow these guidelines and I guarantee you'll get better service. You'll also keep that blood pressure down!

• Do not be condescending or rude. I haven't been cussed out by ANYONE as much as I have at work. From being called a female dog to being told to go eff myself, I've heard it all. People also love to insult my intelligence by calling me dumb or an idiot. That one seems to be a customer favorite. And don't forget the racial slurs! I've even had folk make ignorant assumptions about my salary and education. Then, there are the ones who are just short or condescending in their tone. No matter how you may feel you have been wronged or how frustrated you may be, you have no right to disrespect another human being. How do you expect that anyone would want to cheerfully and thoroughly assist you or even have the capacity to do so after you've been such a donkey?? Does being disrespected motivate you to do your best at work??? People are more prone to go that extra mile for you when you are nice and pleasant.
• Do not tell the rep how to do their job. "You can make the appointment because the girl did it the other day." "You don't need to do that, all you have to do is..." "You can waive the fee." Ma'am or sir, I don't care if you were sitting in the cubicle next to me yesterday, don't tell me how to do my job, because you DON'T know! One thing that is also constant in the workplace and ESPECIALLY in call centers, is change! Policies change, laws change, procedures change, systems change. I may have had the capability to do something yesterday or a few hours ago, that I can no longer do. Aside from that, as an employee of a company and not a self-employed business owner, I have to do as I am instructed and follow the rules just like you do at your job! Don't be mean when you can't get your way. If you have a legitimate question or concern, there is no harm in politely asking to speak with a member of management/leadership. But, don't assume that you know because when you THINK you know, you really have NO idea!
• Don't rush. You shouldn't call or go somewhere to handle business if you are in a hurry. Sometimes it isn't possible to anticipate a company's call volume or level of traffic, neither can you always properly gauge the complexity of the business that you need handled. Mistakes are more prone to happen when a person is being rushed. And more often than not, when something can't be taken care of in the time frame that you expect, it causes you to have an attitude which isn't fair, because you should make sure to manage your time better! 
• Have your stuff together. Be prepared! For example, if you're making a payment, have the method ready. If you're requesting  information, have paper or pen handy, or some other means that will allow you to record information. If you're requesting medication refills, know the name of the medication. Many times people have the gall to be upset with the person assisting them, when its THEM who isn't prepared!
• Listen. Turn down the radio. Finish your conversation before you make a call or go into an office. Stop interrupting the person who is helping you. 

None of this means that you should ignore bad service or not speak up when you've been mistreated or a mistake has been made. It just means that you should go about things respectfully and simply follow the golden rule: Do unto others as you would have them do unto you!