There's another YouTube video that's making the rounds depicting a rage-filled customer encounter, but this one is a little more despairing than some of the others you may have seen. It allegedly comes from a years-old recording at an unnamed security company.
In it, an incensed man screams and verbally thrashes a call center employee for not connecting him to the person who was helping him earlier. But, even though the profanity and harsh words used by this man seemed to have netted most of the media's attention, there's a curious thing about this call: despite all his rage, the customer ends the call by telling the representative he's currently speaking to that he doesn't want to make that person go through the same conversation again.
Leaving aside the issue of whether or not this call is real, this moment of concern illustrates something important about the customer-answering service relationship. There can be a sense of divided lines when a call like this takes place, with the hapless consumer struggling in the grip of the faceless company. That's not how it has to be, and a shouting match is most likely what neither party wants.
An interaction with even a plain old phone answering service can be quick, to the point and painless on both sides. It can also be an informative experience for both parties, with callers getting additional information about their situation that they can use later, and service workers seriously considering the feedback they get from their customers.
It may not be all sunshine and rainbows when a call happens, but it's important to not encourage callers to think about the experience in such black and white terms.