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The Consumerist » Dear Customers: Stop Making My Call-Center



This week, we heard from a reader who we’ll call Mr. X. He works in marketing, and handles escalated customer service issues. He’s the guy you talk to when things go horribly, horribly wrong. He listens to your phone calls, and decides whether you should receive bill credits and other nice things. Mr. X has some very important advice for the customer service ninjas of Consumerist: please stop being jerks to front-line employees.

Part of my job as the marketing manager at a leading service supplier
is to handle escalated issues. These bubble up to me after a customer
talks to a customer service representative and at least one
supervisor. I have the discretion to offer bill credits for the amount
in dispute plus up to $100 as a good-faith gesture.

Before contacting a customer or determining the

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