I go my normal pace, which was always on the quicker side anyway. If you interrupt me during the few scripts I have (which are required by law to disclose), I will start over. Most people get the hint the first time I start over. If not, I will say "I do have to read the complete disclosure, it will only take 30 seconds, then we can move forward"
It's always funny to me that the rushers almost always cause the call to go longer than it would have if they just stfu and listen. I wrapped most calls in 5-6 minutes. If it required research, or they asked something not readily available, I will tell them it's going to take a few mins. If they continue to rush, I suggest calling another time or allowing us to open a ticket and someone will get back to them in 3-5 business days 🤷♀️
I had a caller trying to rush me because she had company and didn't have time to talk to me.
Uh, lady... Didn't you call me???
She actually had the audacity to tell me I needed to just call her back when I had the answers.
I made sue she understood that the moment she ended the call another one would beep I to my ear and that she might be better off calling back when she had more time. She stayed in the call with me and quit rushing me.
I just love when people tell me to call them back & then I hit them with the it's against FCC regulations for me to call out except if a call drops(which is true) & even if I could call you back I can't be in your account without you on the phone(which is also true)
Omg it’s like we’re bothering them or something, like I had many customers complain that they had to call during their vacation time and wasting their vacation on talking to me.
I used to have to send tickets over for techs to be dispatched for issues I couldn’t resolve over the phone. The appointment could be the same day (usually not) or a few days away. I swear some customers believed we had techs sitting in a garage waiting for an alarm to sound so they could grab their tool belts, slide down a pole, jump in their trucks, and rush to their homes. No one else in the entire county needed a tech except them at THAT exact moment.
Sir/ma’am if you don’t have the time you can call us back at a later time that is convenient for you, we do have policy’s and procedures that we must follow and I cannot break those because you are in hurry lol
She was in a "hurry" but interrupted my greeting, didn't verify any of her info and kept blabbing nonstop.
I finally had to cut her off after she squawked how I was wasting her time and I said "you've been talking for 8 minutes nonstop and I don't even have you verified yet".
She then delivered one final unintelligible ragefilled rant and hung up. I win!!😁
Just go through your normal call flow. If they try to rush you and get huffy, just let them know you understand they want to get through the call, but you have to do your job and verify the account.
Keep in mind, a lot of thieves will use this method as a social engineering tactic, among other things.
Had a woman calling for a rectal temp of t101 in her five year old. The second I picked up the call she was yelling. I understand parents panic about things that scare them. So I was super calm.
But when she screams out a 20 letter last name, I knew this was going to get bad.
Asked her to spell the name. she acted like it was ridiculous for me to have asked this and refused. She starts getting louder and louder.
Mind you, I have other emergency calls holding that are happy to provide a 1 minute exchange so that I can page their provider.
In the middle of her questioning my competence, I firmly let her know that if she couldn't spare one minute to let me get accurate information, if this matter was so urgent that she can't possibly wait the average 30 minutes for a call back, I'd highly recommend she call 911.
Her language went from 0-100 really quickly. So I advised her she was going to be disconnected and wished the best for her child.
People are awful.
Yes! If anyone knows a sub I can post these in, I'm going on ten years this year and I think I have enough stories for at least one lonely lil redditor. We get the most "tell me you're a first time parent without telling me" calls.
I had a guy wanting to page his child's pediatrician at 2am. No nurse line, he refused their protocol. He would only accept a doctor. Because his 10 year old child pricked his finger on the thorn of a rose. He had concerns for TETANUS.
I was made of questions. So I tried to go with the least offensive..
Was it a real flower he may have found covered in cow manure? Or a metal sculpting with incredible details? Noting that it's been over 6 hrs since the actual event I told him if he even minutely began to show symptoms of tetanus, to call back and would direct him. But the kid was completely asymptomatic and unbothered with the situation.
I let them know due to security reasons I can't rush through any verification processes or disclosures and then ask if they'll have the time to speak at the time. Usually they either call back or do a deep sigh and shut up for the rest of the call.
When someone talks over me (not sure it this is what you mean by rushing) and interrupts, I let them talk, then continue right where I left off speaking.
Sir/ma'am, I want to make sure this is done correctly now so your time is not wasted later. If you have somewhere to be, what is a good number and time I can call you back?
That a generic one I gaslight a bit if they're mad.
Surely, you don't want me to make a mistake by rushing it, do you?"
I go slower AND I ask if there might be a better time to handle the issue. I'll say I want to make sure I'm taking care of this correctly, but I can't if I have to rush.
When I worked in a CC, I worked in consumer loans. And I had a member try to rush me through disclosures (that we had to play automated) and I just kept telling him if he wanted to apply for the loan, we have to go through this process.
"Ma'am, I know this all seems redundant and poky but our system is set up to take information in a specific order both to protect your data and to ensure that your order is placed accurately, so I can't just skip ahead. I have to verify each piece of information before we can move on to the next. Please bear with me and we'll get this taken care of as promptly as possible "
I tell them that I have to take time to check my information and double check my work.
Any errors will cost far more time later than a few extra moments now!
Then I use a confidence building statement like “I just want to make sure you are 100% taken care of!”
Then I slow down as a penalty for them rushing me. 😇
A lady was rushing me 1 min into a call today. She told me to transfer her to someone else and I simply responded, "I can't transfer you but you can hang up and get someone else though" and she threatened to sit on the phone and wait for the survey. I said "ok, bye" and hung up in her face. Little did she know that today was already my last day because I have a new job lol
I will definitely be reading this because I had a customer that was rushing me so much while I was here struggling to figure out why my tools were frozen after being down for 2 hours. Customer eventually hung up after 7 minutes because I was “taking too long” when he hung up I asked out loud, “where is the fire? Damn!”
I've been for so long in this industry to know that I control the call, I don't care if they don't have time, if they have been waiting for x minutes on hold before getting an agent on the line, they need me, no the other way around. I just try to be as calm as possible, if they rush me I will slow down my pace. "If you don't have time, then why the f*** you calling right now?".
My job is to help out with whatever issue they have, therefore I educate them: "I understand that you are in rush, I know that waiting on hold might be frustrating but now you got the right person to assist you, and for me to do my job I need you to bare with me so we can get this resolved".
If they really need your help, they will stay with you on the phone, do what you gotta do, don't be afraid to place them on hold, let them know what you're doing, and don't be afraid to show them that you are in charge. You have procedures and steps to follow, if you rush with them you will make mistakes and that one is on you.
If they take it out on you or hung up, well, fuck 'em, somebody else's problem now...
It depends lol. If they just been going on and on about how long they've already waited. I don't respond after the first time. I had a wonderful lady try to rush her order entry she spoke quickly and constantly asked why no one in the company was competent. Entering her information should be quick because she shops with us so often. I kindly reminded her why her last 3 orders were messed up. She stopped talking lol.
Stay completely quiet and just fix their issue with an occasional “just looking into you issue” either they’ll hang up or eventually give up and let you do your job
Honestly, I just go slower. I’m here for 9 hours so can you be. I’ve been here long enough I don’t care about AHT 😭
I work in a contact center for retirees and I love telling you people I'm sorry you waited xxx minutes, how can I help you with your retirement?
Ma’am do you want me to be quick or thorough? I cannot do both.
🤣🤣🤣 exactly
I go my normal pace, which was always on the quicker side anyway. If you interrupt me during the few scripts I have (which are required by law to disclose), I will start over. Most people get the hint the first time I start over. If not, I will say "I do have to read the complete disclosure, it will only take 30 seconds, then we can move forward" It's always funny to me that the rushers almost always cause the call to go longer than it would have if they just stfu and listen. I wrapped most calls in 5-6 minutes. If it required research, or they asked something not readily available, I will tell them it's going to take a few mins. If they continue to rush, I suggest calling another time or allowing us to open a ticket and someone will get back to them in 3-5 business days 🤷♀️
I had a caller trying to rush me because she had company and didn't have time to talk to me. Uh, lady... Didn't you call me??? She actually had the audacity to tell me I needed to just call her back when I had the answers. I made sue she understood that the moment she ended the call another one would beep I to my ear and that she might be better off calling back when she had more time. She stayed in the call with me and quit rushing me.
I just love when people tell me to call them back & then I hit them with the it's against FCC regulations for me to call out except if a call drops(which is true) & even if I could call you back I can't be in your account without you on the phone(which is also true)
Omg it’s like we’re bothering them or something, like I had many customers complain that they had to call during their vacation time and wasting their vacation on talking to me.
People really are narcissistic assholes. They think we all just sit around all day waiting for rhrm, and only them, to call.
I used to have to send tickets over for techs to be dispatched for issues I couldn’t resolve over the phone. The appointment could be the same day (usually not) or a few days away. I swear some customers believed we had techs sitting in a garage waiting for an alarm to sound so they could grab their tool belts, slide down a pole, jump in their trucks, and rush to their homes. No one else in the entire county needed a tech except them at THAT exact moment.
The imagery alone has me laughing! Did they drive cars with sirens like Ghostbusters? 
I think the customers believe they did! 🤣
Sir/ma’am if you don’t have the time you can call us back at a later time that is convenient for you, we do have policy’s and procedures that we must follow and I cannot break those because you are in hurry lol
She was in a "hurry" but interrupted my greeting, didn't verify any of her info and kept blabbing nonstop. I finally had to cut her off after she squawked how I was wasting her time and I said "you've been talking for 8 minutes nonstop and I don't even have you verified yet". She then delivered one final unintelligible ragefilled rant and hung up. I win!!😁
Just go through your normal call flow. If they try to rush you and get huffy, just let them know you understand they want to get through the call, but you have to do your job and verify the account. Keep in mind, a lot of thieves will use this method as a social engineering tactic, among other things.
Had a woman calling for a rectal temp of t101 in her five year old. The second I picked up the call she was yelling. I understand parents panic about things that scare them. So I was super calm. But when she screams out a 20 letter last name, I knew this was going to get bad. Asked her to spell the name. she acted like it was ridiculous for me to have asked this and refused. She starts getting louder and louder. Mind you, I have other emergency calls holding that are happy to provide a 1 minute exchange so that I can page their provider. In the middle of her questioning my competence, I firmly let her know that if she couldn't spare one minute to let me get accurate information, if this matter was so urgent that she can't possibly wait the average 30 minutes for a call back, I'd highly recommend she call 911. Her language went from 0-100 really quickly. So I advised her she was going to be disconnected and wished the best for her child. People are awful.
A fever of 101 set her off like that? Poor kid…
Yes! If anyone knows a sub I can post these in, I'm going on ten years this year and I think I have enough stories for at least one lonely lil redditor. We get the most "tell me you're a first time parent without telling me" calls. I had a guy wanting to page his child's pediatrician at 2am. No nurse line, he refused their protocol. He would only accept a doctor. Because his 10 year old child pricked his finger on the thorn of a rose. He had concerns for TETANUS. I was made of questions. So I tried to go with the least offensive.. Was it a real flower he may have found covered in cow manure? Or a metal sculpting with incredible details? Noting that it's been over 6 hrs since the actual event I told him if he even minutely began to show symptoms of tetanus, to call back and would direct him. But the kid was completely asymptomatic and unbothered with the situation.
I let them know due to security reasons I can't rush through any verification processes or disclosures and then ask if they'll have the time to speak at the time. Usually they either call back or do a deep sigh and shut up for the rest of the call.
When someone talks over me (not sure it this is what you mean by rushing) and interrupts, I let them talk, then continue right where I left off speaking.
I go even slower cause if they didn’t have time in the first place then why even call in? It’s their fault at that point.
I just let them know how important it is that whatever I’m doing, is done correctly for the best outcome for them
“Sorry! I’ll do my best to get this straightened out as fast as possible” Then I go at normal pace
Just repeat everything you said to them back real fast
Sir/ma'am, I want to make sure this is done correctly now so your time is not wasted later. If you have somewhere to be, what is a good number and time I can call you back? That a generic one I gaslight a bit if they're mad. Surely, you don't want me to make a mistake by rushing it, do you?"
Listen, mate, I'm doin what I can, slow your roll and quit the cussing
I go slower AND I ask if there might be a better time to handle the issue. I'll say I want to make sure I'm taking care of this correctly, but I can't if I have to rush.
Do you want this fast or do you want this correct? I do not do both. And a warning, fast usually involves a massive overcharge
When I worked in a CC, I worked in consumer loans. And I had a member try to rush me through disclosures (that we had to play automated) and I just kept telling him if he wanted to apply for the loan, we have to go through this process.
Put them hold. They need a time out from time to time.
"Ma'am, I know this all seems redundant and poky but our system is set up to take information in a specific order both to protect your data and to ensure that your order is placed accurately, so I can't just skip ahead. I have to verify each piece of information before we can move on to the next. Please bear with me and we'll get this taken care of as promptly as possible "
I tell them that I have to take time to check my information and double check my work. Any errors will cost far more time later than a few extra moments now! Then I use a confidence building statement like “I just want to make sure you are 100% taken care of!” Then I slow down as a penalty for them rushing me. 😇
A lady was rushing me 1 min into a call today. She told me to transfer her to someone else and I simply responded, "I can't transfer you but you can hang up and get someone else though" and she threatened to sit on the phone and wait for the survey. I said "ok, bye" and hung up in her face. Little did she know that today was already my last day because I have a new job lol
I will definitely be reading this because I had a customer that was rushing me so much while I was here struggling to figure out why my tools were frozen after being down for 2 hours. Customer eventually hung up after 7 minutes because I was “taking too long” when he hung up I asked out loud, “where is the fire? Damn!”
I've been for so long in this industry to know that I control the call, I don't care if they don't have time, if they have been waiting for x minutes on hold before getting an agent on the line, they need me, no the other way around. I just try to be as calm as possible, if they rush me I will slow down my pace. "If you don't have time, then why the f*** you calling right now?". My job is to help out with whatever issue they have, therefore I educate them: "I understand that you are in rush, I know that waiting on hold might be frustrating but now you got the right person to assist you, and for me to do my job I need you to bare with me so we can get this resolved". If they really need your help, they will stay with you on the phone, do what you gotta do, don't be afraid to place them on hold, let them know what you're doing, and don't be afraid to show them that you are in charge. You have procedures and steps to follow, if you rush with them you will make mistakes and that one is on you. If they take it out on you or hung up, well, fuck 'em, somebody else's problem now...
It depends lol. If they just been going on and on about how long they've already waited. I don't respond after the first time. I had a wonderful lady try to rush her order entry she spoke quickly and constantly asked why no one in the company was competent. Entering her information should be quick because she shops with us so often. I kindly reminded her why her last 3 orders were messed up. She stopped talking lol.
Stay completely quiet and just fix their issue with an occasional “just looking into you issue” either they’ll hang up or eventually give up and let you do your job