I am not proud to say that my health insurance company probably hates me - more specifically, the poor customer service representative who happened to answer the phone when I called with a problem. She probably wishes she was on break at that time. Why? Because I was one of those "difficult" customers. One of those customers we have all had and wished we didn't have to deal with. The kind that sometimes we just want to put on hold, or allow to hear us bang our phones against the desk because we just can't deal with their complaints.
I try to remember when I am on the phone with a company with which I'm having a problem that I have a problem with the company, not with the CSR who answered the phone. Sometimes that is hard to do. Just remember that your difficult customers have that same problem, too. To them you are the company and they need someone to place the blame on.
I personally thought I wasn't the problem. After all, I was the customer and we all know that the customer is always right. The question itself was easy: "Why wasn't I getting my Explanation of Benefit (EOB) Forms?" But one hour later, it had turned into a horrible phone call that has now become the topic of this article. How does a CSR handle a difficult customer?
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