Welcome back again for another trivial post about being a Freelancer. In this post, I chose to tackle a topic in which everyone especially if you're a Customer-Service Representative (Both Newbie and Pro) can relate to this. I've been dealing with a lot of people ever since I was young due to my parents owning a small business. So I knew these types of toxic customers and saw how my parents dealt with them. Now, being a young entrepreneur and owned an online store, I happened to encounter just one toxic customer on whom became a toxic Godzilla because of the courier's fault. (Hello, Shopee and Xpost!). Although it wasn't my fault as I updated him with his shipping status (in which the buyer aka him who's already responsible on that), still, he isn't satisfied and started to bragged about him being a licensed doctor. For goodness sake, I was able to calm myself and just reported it on Shopee for them to offer the Godzilla customer a refund instead. I also claimed dispute and I won. (Well, it was your fault actually for not contacting Xpost. and as a buyer, you also have to communicate with me so I can help you with your order. I don't really care if you're a licensed doctor or even if you're a CEO. Manners Maketh Man. I wish you well (hell) and I hope your future patients won't get scared because of you. Karma will be the one getting back at you.) 1. Unethical and Dishonest Customer."Why does my order takes forever? I've already sent a lot of messages from your email and yet my order isn't here yet." "May I know your email address please? and when did you send your message?" - the customer provides an email address, I've sent it two weeks ago. - - checks the email that the customer provided. NONE appeared. - "I'm sorry but according to our support team, there's no result prior to the email address that you provided." And that's how the toxic customer starts to send his/her inquiries via email. An Unethical and Dishonest Customer shows off and brags about who he/she is (like the example given before this post, and the example given above). Which takes a lot of time for the team to answer the given query. Also, be alert of this kind of customer as they can tell lies, threatened, and starts to give options for them to be able to exploit within your company. 2. Abusive Customer."I'm so gonna report this to the authority." "I'm gonna blog and rate your shop a 0 star!" "You guys are so dumb redirecting me from here and there." "You need to compensate for my demands." Says the customer who drains your shift by sending you threats. Of course, if you're a newbie, you won't feel good and get scared due to your Godzilla Manager might fire you. But hell nope, just like what my co-worker says, you have to be used to this kind of customer. An abusive customer tends to give threats, posts malicious and dishonest reviews about your store. When you started to check his/her inquiries and investigate, it's the customer's fault in the first place which made the support team's decision not to support that customer's demand any longer. The abusive customer tends to expect instant responses with their queries. So be wary yet Let Karen go berserk. (Facials and Skincare are expensive, so don't stress yourself.) How to Deal with Them?
Conclusion:To be honest, I've been into this industry for quite a while. As I observed, you will know how entitled people can be. And as a result of this, especially for the newbies; it consumes time, effort, energy, etc. which you can use to the good customers. I also learned how toxic this industry that I am in. You're lucky if you have a manager who can understand as he/she was once in your position well. But be mindful of the cultural differences.
Always remember, it's just a job. nothing personal. So as much as possible, you have to be ready if you're going to apply as a customer service representative. Ready your mind, your mood and yourself. Things will get better and you'll learn from your experience. Share your thoughts by commenting down below.
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AuthorElin @ E's Digital Creatives Archives
January 2022
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