By apologetic - 09/06/2014 14:27 - United States - Latonia
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I feel OP's pain. Working at a call centre usually involves "empathy and ownership" What OP is doing is: 1) Empathising for the other colleagues mistake and the burden it had on the customer... 2) Owning the situation and making it his own... This is all very common practise. If he told the customer "my colleague is an idiot" the customer feels like the rep is white-knighting and arrogant. It also makes the rep's branding in a corporate environment dampened by not "behaving like a team"
Just ignore him. Some people don't know what they want or how to treat people to get it.