I hung up on a rude customer and now I'm facing a disciplinary [LBC Legal Hour]

Рет қаралды 27,546

Күн бұрын

Пікірлер: 89

@Sirjohnfootball Жыл бұрын

Can we give some credit to the caller please? Got straight to the point, asked a direct and clear question and was accepting of Daniels advice even though it probably wasn’t what he wanted to hear. An exemplary call.

@beanut.putter Жыл бұрын

Agreed💯

@Professional_Youtube_Commenter Жыл бұрын

still a cunt for selling a car to elderly people who probably didn't know what they were signing.

@chillired5389 10 ай бұрын

I take it you’re being sarcastic🤔

@ScottZ370 Ай бұрын

Shows the benefits of independent arbitrators

@gregsmith7821 13 күн бұрын

If you aren't being sarcastic John, I can't agree. The caller was clearly aware there was an issue but doing everything they could to shift responsibility away fro themselves.

@jordancrabbe4404 Жыл бұрын

Fair play to the caller, took that on the chin better than I would have. In the wrong and accepted it once explained.

@samibaozilover Ай бұрын

How was he wrong if someone yells at you all bets are off, the employer should be protecting their staff

@Ajspecial1000 Ай бұрын

@@samibaozilovernot what happened tho is it

@gregsmith7821 13 күн бұрын

Caller clearly knew they were in the wrong and was desperately looking for a way out.

@Blakey20N 11 ай бұрын

This was me calling. I was a couple of pints deep and was caught out a bit when they put me through to him!😆 Daniel asked me if my employer was disciplining me because of the insurance mix-up- I accepted that might be the case but it wasn’t at all. It was because of the hang-up on the borderline abusive daughter. These confusions happen with customers and it’s totally fine, we can help them sort it. I care a lot about the job I do and treat it like Christmas when the time comes for customer comes to collect their new car, so I was upset that the daughter chastised me over the phone after the work and effort I’d put in to make her (very elderly) grandparents ‘new car day’ special. I ended the call because I panicked and didn’t want to slip up by saying something back to the daughter It was purely because of the hang up, management told me after how I should’ve handled it. Because I hadn’t handled it the way they’d just told me I should’ve, I’d be in a disciplinary. Hence my question can you be disciplined on the handling of a situation you haven’t be trained on. I’ve now taken a promotion with a different dealer group and left the business. Mind you I’ve been listening to the legal hour for ages so it was good to get on!!😆 N.b. Don’t know how the word uncontionable popped into my head phaha

@PlayerWellKnown 8 ай бұрын

You sound like a good bloke. Glad it worked out for you.

@Matthew-bu7fg 7 ай бұрын

Great call but I'm a little worried you speak about being "a couple of pints deep" when in the first 60 seconds of the clip you specifically referenced jumping into "my car"

@Liberty_Freedom_Brotherhood 5 ай бұрын

Great news Congratulations on the career progression 🙌

@Liberty_Freedom_Brotherhood 5 ай бұрын

@@Matthew-bu7fg Clearly so it’s quiet, not to drive

@Blakey20N 4 ай бұрын

@ I live very rurally, no signal in house, usually stand on the drive/ sit in car to make calls.

@EppingForest304 Жыл бұрын

I’ve always been told to buy my own insurance policy before collecting the car. The only exception was when I was given 14 days free insurance by the dealer… but I still had to make the phone call myself to set-up the free policy!

@thomasdalton1508 Жыл бұрын

I think Daniel's got this completely wrong. They aren't going to bring a disciplinary over the insurance issue - it's their policy not to provide insurance and he was just following it. Even if he slipped up and didn't mention it to the customer, that wouldn't be a disciplinary. Call handlers making mistakes results in additional training, not disciplinaries. The disciplinary will be for hanging up on a customer. And him knowing the customer was going to complain doesn't mean he knew he had done something wrong. Customers make unfounded complaints all the time. You can tell when a customer is likely to complain. The problem here is that the employer apparently doesn't have a policy on how to handle irate customers and they should. If he wasn't trained on what to do then deciding for himself that hanging up is the best option is perfectly reasonable.

@thomasdalton1508 11 ай бұрын

@@Blakey20N Thanks for posting the update. It's great to hear you have moved on to bigger and better things!

@Cynicalgeek743 2 ай бұрын

@@Blakey20N Glad to see you felt it was ok to drive after the same drinks that made you incapable of presenting your case properly

@Blakey20N Ай бұрын

@@Cynicalgeek743 Live rurally, no signal in house, stand at end of drive or in car to make phone calls, ‘cycnicalgimp743’

@TomWhi Ай бұрын

Wow. In this day and age it’s hard to believe someone would accept someone else’s point on a national radio station and not argue the toss over it, great call, caller and advice!

@syllomusic 6 ай бұрын

I've never watched such a clear, progressive line of lawyer questioning.. ..against such a reasonable, and curious bloke. Fair play to both caller and Daniel!

@vdd 3 ай бұрын

I used to work on the phone You were allowed to hang up on abusive customer's so long as you gave them fair warning first that you would do so if the abuse continued You weren't allowed to argue or snap back though

@keirbourne5323 Ай бұрын

The real question here is how are there people with driving licences who don’t know you need to get insurance??!! Worrying that these people are out there!

@nifralo2752 5 ай бұрын

If they are swearing at you then yes you are entitled to hang up. No one is paid to take abuse.

@lwo7736 Ай бұрын

"Entitled" is the wrong word. Justified is a better word. You're right, you shouldn't be expected to tolerate verbal abuse, but you're not entitled to not receive it

@mintywebb 2 ай бұрын

Why is it his job to tell them they need insurance.

@stocktonjoans 2 ай бұрын

when I worked in a call centre I _loved_ getting rude callers. what's better then wasting an assholes time and getting paid for it?

@briananderson8428 3 ай бұрын

Daniel is a smart dude. Great call!

@kincaidwolf5184 Ай бұрын

Who gets paid enough to be abuses by work

@FattyOn2Wheels 2 ай бұрын

age in my opinion is this case should not matter they should now they need insurance beforehand if not they should not be driving

@wetflannel6343 Ай бұрын

I mean an elderly customer who's been driving for year surely should know you need insurance to drive a new car

@theevildrjelly4626 Жыл бұрын

Didn’t sanjita who works for LBC hung up on a caller sack her

@Sr68720 Жыл бұрын

exactly

@CEO786 10 ай бұрын

Sanjita is beautiful leave her alone ❤

@theevildrjelly4626 10 ай бұрын

@@CEO786 😂😂😂

@mujahidamin8504 9 ай бұрын

I want my medical records including in the final bundle but the respondents are dragging their feet. What legal right should I quote in my favour? Thanks.

@coderider3022 Жыл бұрын

Everyone knows to get insurance when buying a vehicle, total breakdown or non existent in the customer journey at his company.

@monishbiswas1966 Жыл бұрын

Sometimes the dealer will arrange temporary insurance for a month so you can collect the car and arrange insurance later. This was offered to me, although I ended up sorting out insurance myself before picking up.

@coderider3022 Жыл бұрын

@@monishbiswas1966 I had this too with a new car once but still a requirement of a licence to know this.

@Professional_Youtube_Commenter Жыл бұрын

cunt mis sold to elderly people. he knows they dont undertand these things, which is why he called the daughter to explain the situation to them. cunts like this go door to door to elderly people's homes and rip them off with emotional blackmail

@HB91LDN 2 ай бұрын

I feel his pain, hanging up on a customer is never the answer though. Either just stay quite or get a manager on the line

@kevinshanahan6064 Ай бұрын

I was passing the desk of one of my staff and cut the call off as the caller was being abusive. I said they can speak to me but I am nit expecting you to take abuse. I might have been in the same position but using foul and abusive language to my colleague is enough for me to end the call.

@JP-hu8wi 4 ай бұрын

Great call. That caller seems like a good dude

@PaulJohn-m5w 8 ай бұрын

ACAS no longer suggest a set number of days employees must be given as notice to prepare for a disciplinary hearing - it says reasonable amount of time. The 5 days caller is referring to is likely to be related to grievance hearings. It says employers should have a grievance meeting within 5 days.

@barrysteven5964 Ай бұрын

Baffled by this. Doesn't the employer have any sort of duty of care towards its employees? Being ordered to accept abusive behaviour under threat of disciplinary action sounds appalling. We need unions!

@chrisgibson7591 2 ай бұрын

I can understand why customers are getting angry customer service in the UK is absolutely diabolical,

@Professional_Youtube_Commenter Ай бұрын

hang on. did we not get a lbc caller not long ago about some car dealer who sold them a completely unsuiable car to their elderly parents who cant drive it nor insure it and the dealer is basically just say tough the deals done.

@MrDamo34 2 ай бұрын

The days of the customer always being right are over when it comes to abuse. However, this fellow does seem a little highly strung and he has just called a live radio show to talk about the incident. I’m willing to admit may be wrong but I’ve a suspicion that he may be in the wrong job!

@brianbale9511 Ай бұрын

Danny could he get the rude caller to offer support by being empathetic...Then reinstate..hes a obvious work overload? Stress? Cost of sandwiches crisis ?

@MarkL-we8uk 2 ай бұрын

My question is why would you want to work in a place so capricious, draconian and pedantic which clearly sounds soul destroying...

@zanyzoo6767 2 ай бұрын

If you cant deal with a customer , good or bad. Then dont do the job.

@goattm2 Ай бұрын

So that's the majority of people then.

@damianleah6744 Жыл бұрын

Some of the general public think they can be rude and obnoxious & their mistakes are yours somehow , but don’t like it when pulled up about it. I had this when someone asked for the boss, I said I was the boss, which put them in a cul de sac.

@ismayb754 6 күн бұрын

"How did you know the customer was going to complain if you didn't think you'd done anything wrong?" Oh, Daniel. Tell me you've never worked in customer service without telling me you've never worked in customer service. 🙄

@RyanLind Ай бұрын

Salesman over promise under-delivered... there are 3 sides to the story and the 3rd is the truth!

@barbarasevenoaks6821 Ай бұрын

I thought this title a bit misleading. It sounded like Daniel himself had hung up on a caller. Usually a good show, although should be longer, 1.5 hours would be better. It goes quickly and too many adverts.

@paul8161 2 ай бұрын

Two points, the customer shouldn't have kicked off at him, and Daniel shouldn't have bit back , but he's only human, so people do , the question of did Daniel think he behaved inappropriately was a leading question and I certainly wouldn't have answered it like Daniel did, he didn't act inappropriately there was just a mix up, big difference...he also states Daniel miscommunicated and the customer was upset about that, the mix up was presumably the customers fault for not understanding what Daniel had said to them, so they lashed out rather than just apologing to Daniel and being polite and civil in the matter.