Having a crappy internet connection can really make someone lose it, especially if you need to send an important email or you have a day off and seriously need to binge some Netflix.
But one irate Melita client whose internet was cutting out showed just how not to go about getting your problems sorted. The Maltese man’s expletive-filled phone call to a Customer Call agent is a great example of how not to get a technical problem – or any type of problem, really – solved.
In a recording of the customer’s call, the customer is clearly not in a good mood.
Telling the agent that his family’s internet connection has been giving them trouble, the guy eventually loses it when asked to do some “troubleshooting” and threatens to come over to the man’s house and, well, do some very dirty and illegal things to his female loved ones.
Melita said they are open to taking legal action against the client in a comment to Lovin Malta
In their comment, they praised the agent for keeping his calm, and clarify what had happened from their end.
“This was a call made by one of Melita’s agents to a client, the agent was following up on a technical problem reported to the call centre earlier on. The recording of the call was not released or circulated by Melita.”
“During the conversation, the client was not co-operative with our agent who was trying to troubleshoot and diagnose the problem. A few minutes into the conversation the client turned aggressive and rude and verbally threatened our agent several times.”
“Whilst keeping his calm, our agent reminded the client that the call was being recorded, but the abuse continued until the client hung up.”
“Given that the satisfaction score of customers ratings stands at 8.9 out of 10, such incidents are very rare. However, Melita has a zero tolerance policy for abuse on its staff members and is therefore reserving the right to take legal action.”
If you are not happy with a company’s service, it might be worth considering moving to a new one. As a general rule, if you need some technical help from a company, telling them you’re about to rape their families probably isn’t the best way to get it.
Have you ever had an experience with customer care similar to this?
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