Hi, what do you guys do when customers are swearing etc... directly at you in emails, and asking where you re in chat rooms abusively.... i attach a copy of two like events (same person), but with the details edited out.

------------------------------------------------------------------------------------
YO PUTO!!!! That xxxxxx **** STILL doesn't work. The
"xxxxxxx" **** doesn't work for ****, and I STILL can't
get xxxxxxxx through it!!

If it was too difficult for your azz, why didn't you
just ****ing tell me???

-Z
------------------------------------------------------------------------------------

------------------------------------------------------------------------------------
xxxx: where the **** isxxxxxxxx
xxxx: that ****ing ******* likes to **** with me. he's like a chick, i swear to god
xxxx: i should stick a mouse up his azz
xxxx: so if any of you see his ****** ass
xxxx: pass the word
xxxxl * <leaves the room>
------------------------------------------------------------------------------------

In WHM, there's an option to suspend an account.

That's just me though, I wouldn't put up with that.


Lats...

Ditch the guy, there is noway you should have to put up with that

Maybe it is more of a sub-cultural issue and there is a problem in the translation.

Originally posted by terrastudios
YO PUTO!!!! That xxxxxx **** STILL doesn't work. The
"xxxxxxx" **** doesn't work for ****, and I STILL can't
get xxxxxxxx through it!!

If it was too difficult for your azz, why didn't you
just ****ing tell me???

-Z
translation:

Excuse me Sir,
The problem is persisting. Please keep me informed of any ongoing difficulties you are encountering.


xxxx: where the **** isxxxxxxxx
xxxx: that ****ing ******* likes to **** with me. he's like a chick, i swear to god
xxxx: i should stick a mouse up his azz
xxxx: so if any of you see his ****** ass
xxxx: pass the word
xxxxl * <leaves the room>

translation:

I am attempting to locate Mr X. He has previously assisted me like a good companion in life's troubles. I would like to thank him for this in my own special way. Please inform him of my efforts to locate him.

hehehehe @ translation

as for the language thing, erm... hes from texas, and whilst the texans speak slightly differently from us brits (im english :P) erm.. i dont think so :P but nice try :D

ive told him:

most hosts would kill your account for sending emails like that

and he went all sweet and stuff, maybe im just a soft touch but i didnt disable the account ;)

Its always one isnt it, of the hundreds of clients we host, only this one has ever been abusive :bawling:

Suspend him. Tell him to fu$$ off, but in a nice way. Don't use his language. You just don't want a customer like him. Don't you? ;) His couple of $$ per month is not worth the trouble. Also make shure he won't be able to enter your chat again.

When I have customers who behave like this (either on the phone or in e-mail), I simply reply with the following:

"I'm sorry, but we are a professional company with professional staff. When you contact us, you receive a professional, polite answer to your inquiries. We do not feel it is unreasonable to expect our customers to behave in a similar professional and polite manner. If you are able to do so, then we would be happy to help you. If you are unwilling or unable to communicate with us in a professional manner, then you are free to take your business elsewhere. We cannot provide you with service if you continue to insist on communicating with us the way you are currently."

More often than not they stammer for a bit and then apologize, and we have no further problems with them. Once in a while someone gets upset by it, and we just ask them to find another provider. Customers who are abusive do nothing but drag down employee morale, and neither you nor your employees should have to put up with such behavior.

As Jason said; generally if you just explain it to them in a professional manner, the first time they talk like that, there should be no more problems.
If there are; then tell them to seek services elsewhere.

I appreciate all the coments in this thread, thanks :)

Ive kept his account open for now, im just going to see how he is in future! I did show him this thread though (grin) and just pointed out what all these "HUGE" hosters thought :D

His attitude changed instantly, hope it stays that way :D

Originally posted by Jason Ellis
Customers who are abusive do nothing but drag down employee morale, and neither you nor your employees should have to put up with such behavior.

I agree 99%. The 1% disagreement is reserved for those times when I have to deal with Nitwit Solutions.

:D :D :D

I'm glad to see he changed his tune. I too am from Texas and that is a very bad misrepresentation. Texans are usually very polite. (Usually).

When I'm confronted with an end user that has an attitude similar to that, I simply explain to them in a courteous manner that I will not tolerate any abuse. If he is not happy with my services, there are literally thousands of other web hosts that he can go to. Haven't lost one yet, though. These instances are few and far between. Oh well, part of the customer service industry.

I don't suspend an account just because the client used rude language. But, I do not respond to threats or gross profanity, either. If I recieve a ticket that is swearing at me, I will respond politely and professionally that I am happy to help with the problem, but require a ticket that does not include the profanity, and then close that ticket. Subsequent profane tickets from the same customer are just trashed without notice.

It's then up to the customer whether they want the issue dealt with, or not. If they want it dealt with, they can ask again. If they just like to yell, they can go right ahead. I don't take it personally & the delete button doesn't take that much energy.

In a serious case, I may give a customer 30 days notice that we are ending our professional relationship with them & delete the account at the end of 30 days, billing them appropriately, per the AUP.

But, as long as I have received $$ for services & they are not breaking any of the server-related provisions of the AUP (spam, out of control scripts, obscenity on the website, etc.), I have no grounds for suspending their site.

Hey matthew, I agree with dendyan, it must be a cultural thing.

We got an order recently from a "gentleman" from houstan, tx with a very haxor email address and when I called his number to verify the order, the exact same type of language was on his answering machine.

We chose not to accept his order. I think he was an irc kiddie that really should have grown out of it by now.

Anyway, why bother to "censor" your post at all, if you're going to miss some major curse words in there?

....I too am from Texas and that is a very bad misrepresentation. Texans are usually very polite. (Usually). ....

:blush:

hehehehe i didnt mean it in a nasty way :P

no hard feelings :wink:

...
Anyway, why bother to "censor" your post at all, if you're going to miss some major curse words in there?
....

was that aimed at my original post bitserve? if so, i didnt choose to censor the swear words, try posting a "bad word" in wht, you'll notice it helpfully censers it for you :P

so there!!!

Tell him to leave but as said, in a polite manner. No need to step down to his level. Clean him from your harddisk and from your mind, forget all about him and be happy.

John

------------------
eBizAlive - Affordable Web Hosting
Multi-Domain Hosting
ebizalive.net

Originally posted by terrastudios
...
Anyway, why bother to "censor" your post at all, if you're going to miss some major curse words in there?
....

was that aimed at my original post bitserve? if so, i didnt choose to censor the swear words, try posting a "bad word" in wht, you'll notice it helpfully censers it for you :P

so there!!!

Really? Where's that chicken when you need him?

Please add those other two words to the blocked words.

I guess I should post in the suggestions forum. Hmm....

I would suspend his account and report him to his ISP

But thats just me


Thanks

really piss this guy off

dont answer his emails...

if calls tell him to forward things to support

then dont reply

he will do that loop about 4 times

:angry:

The "translation" post above was tongue-in-cheek, but it's a good policy. The fact of the matter is that computer communication emboldens people to 'say' things they would never say face to face. (I wrote my masters thesis on topics similar to this, see www.johnmasterson.com/thesis/)

It takes a thick skin and/or years of customer suport experience to deal with abusive customers, but we often find that combatting rudeness with complete politeness creates a very loyal customer.

Originally posted by terrastudios
Hi, what do you guys do when customers are swearing etc... directly at you in emails, and asking where you re in chat rooms abusively.... i attach a copy of two like events (same person), but with the details edited out.

------------------------------------------------------------------------------------
YO PUTO!!!! That xxxxxx **** STILL doesn't work. The
"xxxxxxx" **** doesn't work for ****, and I STILL can't
get xxxxxxxx through it!!

If it was too difficult for your azz, why didn't you
just ****ing tell me???

-Z
------------------------------------------------------------------------------------

------------------------------------------------------------------------------------
xxxx: where the **** isxxxxxxxx
xxxx: that ****ing ******* likes to **** with me. he's like a chick, i swear to god
xxxx: i should stick a mouse up his azz
xxxx: so if any of you see his ****** ass
xxxx: pass the word
xxxxl * <leaves the room>
------------------------------------------------------------------------------------

Let me guess,hes running a rap related website :D ?

Nope flash site design company :)

Originally posted by pattox


Let me guess,hes running a rap related website :D ?

What was THAT comment supposed to mean?

Originally posted by mochawebgirl


What was THAT comment supposed to mean?

I think it means the moron sounds like and idiot and the only time I ever hear such a fine vocabulary is when my sister is playing her latest rap crap on the radio.. And to think they get paid for that crap.. I guess i picked the wrong business..

:puke: rap