is it acceptable?

[MiniN]

if you (on behalf of your company) phoned up a company that owed you money would you be happy to be rude and 'give grief' to whoever answered the phone?

or would you instead direct your frustrations at the finance department who are the ones who haven't paid you?

[RevFunk]

Sounds very childish

[Octavius]

It would depend on whether the person answering was able to put me through to the finance department, or whether it took 20 minutes and several menu options to get through to reception in the 1st place.

It also very much depend on the company and the amount.

[whiskeysheri]

Neither. I have to chase money every day and if you give anyone "grief" or are rude to them, you'll find they'll be a lot less willing to pay what they owe any time soon.

You can still be firm but polite.

[MiniN]

I only ask because I had the misfortune to be on the end of this mans rude rant!

there was no one available to take his call and his call was not returned last week. i know this would annoy me too!

however i did offer to contact someone on their maternity leave to try and get them to call him back and I am trying to get someone to deal with this asap, which I told the man.

but he told me he would give me grief if i was the only one he could speak to.

I didn't really see any point in being rude to me as it won't get him anywhere as I can't do anything to authorise payment!

[whiskeysheri]

Give as good as you get, then, MiniN! Or report him to his manager.

[cazzz1975]

same as whiski, why should you get frustrated?? its business and as such you should keep all communication open and clear.

there should be no room for getting heavy with customers

[cazzz1975]

he was being rude to you because you represent the company. I would imagine he feels that his problem is not being taken seriously, it is very irritating to wait for a call that was promised and then not delivered.

I would be sympathetic and not take his rant to heart, he just wants his problem sorted out.

[MiniN]

the thing is I do sympathise with anyone who has to chase payment. I'm doing everything I can to help this man. but this guy is just plain obnoxious.

This is my job (i'm not a receptionist by the way, I just have the small misfortune to work in a small company and answering the phone is part and parcel with the rest of my work) and its not nice that I have to put up with abusive rude individuals.

he's pushed my patience to the limits (he was rude last week too), i hope for his sake he doen't give me any more abuse.

[cazzz1975]

just be professional to him, he is not being personal, he will be like this if he keeps being messed around naturally.

[MiniN]

my boss knows about this man and he has a habit of avoiding calls like this, letting me deal with it because I am usually good at resolving issues and I remain professional no matter what.

this guy is not a client but was a supplier.

sorry i just wanted to get this rant off my chest. I feel much calmer now.

thanks everyone

[MiniN]

legend, don't get me started on my boss....

[Eve]

Some people are just like that.

I tend to deal with issues for people at work as I just let them get it all out first so they feel like they've said their piece then regroup and go through the issues to get them sorted if possible.

I try to give then a plan of action which can be realistically be followed through and just remain calm and composed and usually things can be worked out.

I never underestimate the value in apologising if that is what is required and admitting if mistakes have been made as most of the time acknowledgement can make a platform for moving on and getting things resolved.

I also willingly give out information as to how people can lodge a formal complaint if they so wish.

Many back down then and put things more in perspective and realise they're kicking off out of frustration and often not at whoever or whatever is at fault.