Enough is enough!!
As you all know I'm in phone tech support.
There HAS to be a line drawn as to how the rep on the phone is treated
It TOTALLY amazes me how a customer feels that they have carte blanche in what ever way they can treat you over the phone because they don't see you face to face. Any wager that if the same incident was done face to face, it would be handled alot differently. Even worse, when the company you work for expects you to take the crap dished out, and disciplines you if you have absolutely no recourse but to hang up on an abusive customer.
Companies MUST learn that while the customer does in fact keep them alive, the employees that work for the company ARE human and not robots. Companies that have front line staff should have better rules as to what is defined as abuse of an employee both from the customer AND employer status.
Things NEED to change. Let's get some civility back into this game here instead of acting like a bunch of uncivilized animals. While I understand people have reason to be upset, there is ABSOLUTELY NO REASON why someone should get abusive on the phone ESPECIALLY when it was NOT THAT REPS FAULT.