Am I in the wrong job????

[scorpy01.livejournal.com]

I work for a small ISP. I do tech support as well as general customer service, handling billing questions and such. I'm also the assistant to the business manager. (I said it was a small ISP.)

Anyway, one of the four owners is always there, in the office, second guessing everything we say and do. It's nerve wracking. He has no people skills. Consequently, he's always telling us how we should have handled calls. He especially tells me. The fact is, I cannot be rude. I may bitch and complain, laugh to myself about the ignorance, even need to walk away and regroup, but never to the customer. I have always maintained my composure and remained kind and calm during conversations.

Friday, this owner was listening as I tried to explain to a customer (a real bitch) why she got an invoice. We had made an error on one of her invoices last year and immediately corrected it. She's never let us forget that. At one point, she said she wanted to cancel the account. Still she questioned me about the invoice she had in front of her.

In the meantime, another customer walked in. He's a guy who I signed up a while ago and he and I tease each other about high school football, (We support local rivals.) Well, the owner told me to hang up on the woman! I did put her on hold, spoke with the customer in the office briefly, then went back to the bitch. All the while, the owner is telling me what I should say, all of which is terribly rude.

When I hung up, he really laid into me. He raised his voice and for the first time in almost two years I stood up to him. I told him I could not be rude. He pointed out we'd already lost the account and that I need to be rude to bitches. He said that it looked bad in front of the paying customer.

I just told him I'm sorry. I can't be rude, even to a bitch. That ended it. Now I'm wishing I'd told him that if I was the customer standing in the office hearing one side of that call, I'd be impressed with someone able to maintain their composure when dealing with someone who is obviously difficult. I never feel right when I see or hear someone talk badly to or about a customer. Makes me wonder if they'll treat me that way someday.

In my defense, I did tell the bitch several times that she could call back on Tuesday to speak with our business manager. I tried to hang up politely.

Am I in the wrong business? Can I not do a good job unless I can be rude at specific times?

I'm frustrated.

Comments

[chickenfart.livejournal.com]

i hate it when people don't respect customers.. i've been treated rudely before by people who work at stores and such, and feel the need to speak to me in a demeaning manor just to make themselves feel superior. you work at WALMART, dumbass.. sorry.. i guess i'm still a little angry. anyways, we all know how we would want to be treated, i wonder if your boss has ever been pooed on by the rude-fairy..

i'm a babbler.