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Agent hung up on me for using F word during IRROPS rebook call!!!

Agent hung up on me for using F word during IRROPS rebook call!!!

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Old Jul 24, 18, 5:48 am
  #61  
 
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Originally Posted by jerry305 View Post
Or... or... just hear me out...
all the OP had to do was NOT say the word "f___"

I don't understand how someone can be offended that someone reacts to an offensive word.
OR you can not be offended so easily..... If you are in a customer facing role... you have to be able to have thick skin and let some things slide. I hear more offensive things in songs on the radio today then what this person said....
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Old Jul 24, 18, 5:53 am
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You guys seem to think that the CSR was offended by the word and that the reaction was because they were sensitive.

I cuss all the time, but when I was a CSR and I had a highly emotional angry person on the phone giving me a hard time, I hoped for a cuss word so I could hang up on them. Screw them and their entitled attitude. They are the one that needs to fly that day, not me. I get paid the same whether its a nice caller or a jerk. If I can hang up on a jerk without getting in trouble, bingo!

And if you are going to spout some nonsense about CSR's having to have some Mother Theresa-like training, remember, they aren't being paid therapist wages to put up with customer entitled BS.
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Old Jul 24, 18, 5:55 am
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Originally Posted by jep8821 View Post
OR you can not be offended so easily..... If you are in a customer facing role... you have to be able to have thick skin and let some things slide. I hear more offensive things in songs on the radio today then what this person said....
Exactly. And people don't understand that in this day and age. Everyone has thin skin now.

You want to work in customer service? Deal with angry, swearing customers... It's what you're paid to do, it's part of the job.
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Old Jul 24, 18, 6:23 am
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Originally Posted by jep8821 View Post
OR you can not be offended so easily..... If you are in a customer facing role... you have to be able to have thick skin and let some things slide. I hear more offensive things in songs on the radio today then what this person said....
It's interesting that the rep hung up on them. Reservation agents are usually the more tenured, salty type that can take a few insults.
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Old Jul 24, 18, 6:45 am
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Originally Posted by jep8821 View Post
Thats NOT standard practice!!!! It's standard practice to warn the customer after the first use of a curse word.
I'd agree. I'd also agree that if I were the agent's supervisor, I would back them up 100% if they felt it was necessary to hang up on a first f-word usage.

Life is far too short for a customer service agent, most of them paid ridiculously low wages ($16/hour isn't unusual), to have to take abuse.
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Old Jul 24, 18, 7:11 am
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Originally Posted by mikesyr18 View Post
We never had policies like this for adults until PC set in a few years back.

I said it's childish on the casino's part... A very valid and true point. It isn't middle school, it's an adult atmosphere.

One is free to smoke cigarettes at the table and blow the smoke in another's face, but somehow swearing is considered taboo.
Baloney. Society has become far more accepting of cussing over the years, not less.
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Old Jul 24, 18, 7:13 am
  #67  
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Originally Posted by mikesyr18 View Post
Adults swear... It's part of life... With each passing day, the freedoms of being an adult slowly go down the drain .
Originally Posted by justforfun View Post
"What the f" vs "F you". Big difference... Things slip out.
Originally Posted by mikesyr18 View Post
You want to work in customer service? Deal with angry, swearing customers... It's what you're paid to do.
Sorry, but we have not normalized the f-bomb to the point where it's unremarkable. It's still not permitted on broadcast TV. We do not tune into the CBS F... g Evening News or Shark F... g Week. McDonald's does not advertise Chicken F... g McNuggets. We do not want our children dropping the word (I hope). And if my daughter were working the CS lines I would not want her to be forced to listen to f-bombs. They are not routine in business dialogue. If Southwest policy is to permit the CSA to terminate a call when the f-card is played, no matter the context, I say bravo for backing its workers.

And mikesyr18, the culture is not sliding toward greater politesse. The reverse is true. We keep defining profanity / obscenity downward. We should resist.

Last edited by BearX220; Jul 24, 18 at 7:18 am
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Old Jul 24, 18, 7:20 am
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Mikesyr18 is making me quite glad that my next trip to a casino will be in New Orleans - Harrah's there is non-smoking. Also, no phones at the table, and no joining the hand mid-shoe in blackjack. It's an odd attitude that being an adult gives you the right to be offensive and annoying to people in public (swearing and blowing smoke in their faces) and their only recourse is to suck it up. That's something I would expect from kids in junior high, hence the rules for children that age. If adults start acting that way, I'm guessing that adult venues, such as casinos, will have to make rules too.

I feel the OPs frustration, but agree that an agent doesn't have to be subjected to bad language. Not wanting to hear that from strangers doesn't make someone a religious nut.
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Old Jul 24, 18, 7:34 am
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Originally Posted by Cledaybuck View Post
Baloney. Society has become far more accepting of cussing over the years, not less.
Hilarious.
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Old Jul 24, 18, 7:39 am
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Originally Posted by betsifur View Post
... It's an odd attitude that being an adult gives you the right to be offensive and annoying to people in public (swearing and blowing smoke in their faces) and their only recourse is to suck it up. That's something I would expect from kids in junior high, hence the rules for children that age. If adults start acting that way, I'm guessing that adult venues, such as casinos, will have to make rules too...
Everything is "offensive' today... Hence, the need to filter everything. Only nut cases get offended over swear words.

Kids in junior high have rules against swearing because they're kids and shouldn't use that type of language, and because being a kid yields little responsibility so they shouldn't be allowed to do whatever they want. If your parents choose to let a kid swear, that's up to them. As an adult, nobody has the right to be your parent, except for your own parents because you support and take care of yourself.

Unfortunately these days, the old lady in front of you at the grocery store thinks she has a right to tell someone to watch their language, as if she's my boss and helping to support my life. Does the old lady think it's disrespectful? Oh well, people get offended over everything these days. Nobody should have to go out of their way to please people who are too uptight.
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Old Jul 24, 18, 8:13 am
  #71  
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Let's see, WN is getting rid of peanuts, has much surlier employees working for them, and killed one of their passengers. Poor Herb/Colleen must be in hiding and Rollin King is rolling in his grave.

Just end our misery already and merge with Allegiant.
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Old Jul 24, 18, 8:29 am
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Originally Posted by mikesyr18 View Post
Everything is "offensive' today... Hence, the need to filter everything. Only nut cases get offended over swear words.

Kids in junior high have rules against swearing because they're kids and shouldn't use that type of language, and because being a kid yields little responsibility so they shouldn't be allowed to do whatever they want. If your parents choose to let a kid swear, that's up to them. As an adult, nobody has the right to be your parent, except for your own parents because you support and take care of yourself.

Unfortunately these days, the old lady in front of you at the grocery store thinks she has a right to tell someone to watch their language, as if she's my boss and helping to support my life. Does the old lady think it's disrespectful? Oh well, people get offended over everything these days. Nobody should have to go out of their way to please people who are too uptight.
There are three places where you can cuss to your heart's content: (besides the obvious, with your friends, family, co-workers, etc. i.e. around strangers)

1) homeless camp
2) jail (inmate talking to inmate, cussing to the guard will result in solitary)
3) biker bars

have fun there; check your filthy language at the door elsewhere!
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Old Jul 24, 18, 8:49 am
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Originally Posted by Kevin AA View Post
There are three places where you can cuss to your heart's content: (besides the obvious, with your friends, family, co-workers, etc. i.e. around strangers)

1) homeless camp
2) jail (inmate talking to inmate, cussing to the guard will result in solitary)
3) biker bars

have fun there; check your filthy language at the door elsewhere!
So in other words, work, during your free time, and in public.

It's not YOUR PLACE to tell people what language to use... That's what many here don't get.
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Old Jul 24, 18, 8:55 am
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Originally Posted by jep8821 View Post
Thats NOT standard practice!!!! It's standard practice to warn the customer after the first use of a curse word.
Just because your company had one standard doesn't mean it's the one and only industry-wide standard. I worked at a call center for quite a while. Out policy was you can give them a warning if you'd like or hang up. Your choice. It sounds from the other posters here that a policy like that is in place at a lot of other organizations, too.
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Old Jul 24, 18, 8:57 am
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Originally Posted by jep8821 View Post
Just curious... How is this "doing their job"????? You kind of glossed over the fact that Southwest Cancelled the flight and then tried to make them pay extra... CLEARLY they WERE NOT DOING THEIR JOB.... As to the second issue with cussing... I have worked in a call center before.. (Gateway computers back in 2001-2004). You NEVER hang up on someone for 1 curse word... You give them a warning first... you say "sir/mam, I understand you are frustrated and I want to help resolve your issue, but if CONTINUE to curse, I will have to terminate the call.." that again is standard practice!! So, the agent failed to provide the correct info and failed at handling the call correctly...
So you worked in one call center, 14 years ago, and believe that your experiences and guidelines back then equate to what every single call center in the world should do today? Can I ask you what your companies' guidelines were in respect to Facebook and Twitter communications 14 years ago, being that you believe nothing should never change ever?

As for the OP's situation. I'm going to say there was probably a bit more to the story. I wouldn't be surprised that various cusses were mentioned several times. And the OP's experience regarding paying more in this situation doesn't seem to be the norm, so I'm now going to say there was definitely a bit more to the story!
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