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Just yesterday one of my tier 1 chat agents received a death threat from a long time problem customer. I don’t tolerate threats from customers on my team, so we

Just yesterday one of my tier 1 chat agents received a death threat from a long time problem customer. I don’t tolerate threats from customers on my team, so we immediately terminated their service and contacted law enforcement.

markdown 7y ago
That's a unique scenario that has no place in this discussion. Of course you fired them.
- bearcobra 7y ago
  Having worked in a couple of TelCo call centers, I can say that it's common enough to be included in training.
  - BubRoss 7y ago
    The discussion was about terminating customers that are more trouble then they are worth, threats of violence are separate from that discussion.
  - hyperman1 7y ago
    Chances are it is in training because they have to demonstrate they have 'done something', so the problem is 'taken care off'
badrabbit 7y ago
What's your point? That's a valid reason and any regulatory review will clear your right to refuse to do business with that customer.
- michaelmrose 7y ago
  Do you think that this review is free for the business or the citizens whose tax money is paying for this? Don't you think most cases will be a little more subjective. If the asshole in question hasn't made death threats yet do you have to wait until he assaults someone to stop serving him?
  - badrabbit 7y ago
    Again,you misunderstand what I said. Yes,tax payers foot the bill for the government body and just like a company can draft a policy telling employees what criteria to use when refusing business to a customer,the regulatory body can do the same. Example: raising voice,using specific phrases,making personal comments about the support staff that's helping them,threatening they'll get them fired,refusing to follow official troubleshooting guides,etc... For example,you can't do the reverse which is firing an employee for being an asshole to a customer when they were being polite and doing their job. If that is your readon and that reason is based on untrue facts then you are liable for a wrongful termination suit.

markdown 7y ago

That's a unique scenario that has no place in this discussion. Of course you fired them.

bearcobra 7y ago
Having worked in a couple of TelCo call centers, I can say that it's common enough to be included in training.
- BubRoss 7y ago
  The discussion was about terminating customers that are more trouble then they are worth, threats of violence are separate from that discussion.
- hyperman1 7y ago
  Chances are it is in training because they have to demonstrate they have 'done something', so the problem is 'taken care off'

badrabbit 7y ago

What's your point? That's a valid reason and any regulatory review will clear your right to refuse to do business with that customer.

michaelmrose 7y ago
Do you think that this review is free for the business or the citizens whose tax money is paying for this? Don't you think most cases will be a little more subjective. If the asshole in question hasn't made death threats yet do you have to wait until he assaults someone to stop serving him?
- badrabbit 7y ago
  Again,you misunderstand what I said. Yes,tax payers foot the bill for the government body and just like a company can draft a policy telling employees what criteria to use when refusing business to a customer,the regulatory body can do the same. Example: raising voice,using specific phrases,making personal comments about the support staff that's helping them,threatening they'll get them fired,refusing to follow official troubleshooting guides,etc... For example,you can't do the reverse which is firing an employee for being an asshole to a customer when they were being polite and doing their job. If that is your readon and that reason is based on untrue facts then you are liable for a wrongful termination suit.