I Lost The Plot With Dwp On The Phone

[gordie1]

Hi there I was on the phone to DWP to this really officious woman and I lost the plot and I called her a F*** b. She then said "calls are recorded and you will be having contact" at that point I put the phone down. Now I am all worried the law will come. However I had 2 other calls with them later which was fine and really nice people after that surely if she was that bothered she would have blocked me from calling. It is now 1030pm and this was at 12 surely I would have heard something by now. I am all paranoid do you think I have anything to worry about or am I being paranoid??

[EcclesCake]

In my opinion you are being paranoid about worrying that the police are going to pay you a visit.

However, you may receive a letter along the lines that employees of DWP should not be abused during the course of their work.

[silliemillie]

I really wouldnt worry, the police would not be interested. In places like the DWP, DSS ect where people get frustrated & loose their rag they get shouted at on a daily basis I should imagine.

[Henry's Wife]

I think you are meant to be told at the beginning all calls are recorded? (Although could be wrong!) obviously I think the lady wanted to scare you in some way and she didn't like the offensive words you used! It obviously worked as you had two further conversations and you didn't swear!!! I wouldn't worry as if she did flag this up it would have been on your file!

[gordie1]

thanks Henrys wive I shall take a valium (mans best invention) and go to bed !!

[Orderlimit]

"Now I am all worried the law will come". Not a police matter, no need to worry gordie.

[Peter Pedant]

wait and see

keep calm about this: and don't swear in future

ALWAYS open your conversation with G'd morning, my name is Gordie 1 whom am I speaking to. ?

They dont have to give names if they are being sworn at - and you will notice that the above opening formula gives no reason for them NOT to give their name.

They arent paid to be sworn at - so try not to

PP

[RaBLaw]

First off try not to use profanity when speaking to call agents it really gets us annoyed because most call agents are just trying to help.
Honestly, It maybe an empty treat if this was a one off case.
Most agencies only record telephone calls for statical purposes but if you become a nuisance caller then yes you have something to worry about.
You can be blocked from the service they provide and in extreme cases they will trace the number and write to the person who the line is registered with as a caution.
But outside of that you should be alright.

[Eve]

There is often a recorded message saying that calls can be recorded etc...

Did you apologise?

[gordie1]

I havent heard anything yet and I think if I was going to I would by now but it has taught me a lesson

[Orderlimit]

Who do you think is going to contact you??????????????

[jackthehat]

When I worked for them, many years ago, I simply used to say, "They don't pay me enough to take **** like that from ****holes like you!" and put the 'phone down.

Far more satisfying.

[Mojo-Jo-Jo]

Gordie1 I understand your frustration but try to understand the other position. I was generous when I worked in a call centre and I would warn 3 times before terminating a call, but others disconnected as soon as the customer said it.
The nightmare system is not the fault of the person you speak to and they have poor training in my opinion. It's not their fault.
They probably had a caller on just before you who felt exactly the same as you do and the adviser was doing their best to help. The person you hear is usually allowed a maximum of a minute to write up the "issues" before the next call comes in or HR are on the phone wondering what you're playing at.
When they threatened the law they'd probably just had enough. We've all snapped. Please don't worry.

[gordie1]

i thought the police would come i never slept at all last night even though i took valium and im sitting in the dark here in case they come should be ok by tomorrow the longer it goes on the better im never going to be abusive again

[Orderlimit]

Relax, the police are not going to contact you, no one is.

[friedgreentomato]

Actually she is correct, the current government scheme for customers that are abusive is for that customer to receive a letter from the office warning that customer that abuse of staff is not acceptable and should it continue the customer will no longer be able to contact government contact centres.

[mrs.chappie]

Think you're worrying unnecessarily, the police and the DWP will be far too busy to pursue something like this.

(Obviously, that doesn't make it okay to do it though - as you have now realised).

[ABerrant]

DWP has specific guidance for this situation and in all likelihood you are now on the Unacceptable Customer Behaviour database.

"Everyone has a vital role to play in ensuring that the database is populated and used effectively. The database will only be useful if it contains up to date, accurate information. It is absolutely critical therefore that members ensure that they report all incidents.

Sadly, we know that not all incidents in DWP are reported. This has often because members felt they were not afforded time to complete the reporting documentation; that they believe they should tolerate abusive behaviour as part of the job; that they feel it would show an inability to fulfil their job role; or simply did not think that the incident warranted reporting because the threat was to someone other than themselves or was just not serious enough to be reported.

It is crucial that any incident is formally reported and DWP and JCP guidance is clear that anyone involved in an incident is given time to complete the report. The fact that you personally do not feel upset or threatened by inappropriate customer behaviour does not mean that you should not report it. The customer who shouts at you in a telephone call could potentially assault a colleague in a Jobcentre if your colleagues are not aware that the customer can react angrily."

http://www.pcs.org.uk/download.cfm?docid=45173D85-84FD-4D3E-8C68083256E7FD89

[Orderlimit]

Maybe, but still don't worry

[wolf63]

I worked for DWP for way too many years and only reported one incident (an airborne chair flying towards me). If a call was abusive I would stomp around for a while but calm down and, usually, forget all about it.

Chill out and look after your little kitten.

[gordie1]

that seems to be internal rather than external which is a bit of a relief I honestly think I would have heard something by now it has been over 33 hours I am going to take another valium and I am going to mention this to my counsellor when I see her tomorrow and try to find ways of managing anger