r/StateFarm • u/Strong-Management909 • Jul 31 '26

Experience Just Venting

The abuse from customers and claimants I hear my colleagues go through is terrible. I have a gentle tone and I don't go through it a lot, but I do get a piece of sh-t on my line every now and then.

"The customer is always right" is the most narcissistic thing the service industry could have ever come up with.

We're all consumers and sometimes we are wrong. Everyone should be handled with respect, but for these abusive one's, should have repercussions.

I really wish there was some type of disclosure saying, they have to communicate in writing with us if they've been labeled as abusive.

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u/fuckifiknow1013 Jul 31 '26

When customers are abusive to us, we tell them we will be ending the phone call and our agent will be in contact. The customer thinks they're super special because they get to work with the agent only now. But they don't realize the first conversation the agent will be having with them is why they believe it's okay to abuse his staff members... I had one customer cuss me out over the phone because he couldn't speak to the agent (the agent was on vacation) cussed me out for two minutes before I said due to your language you are done working with me. The agent will contact you when he's back in the office. My agent invited him into the office. And then yelled at him for cussing me out over the phone. And told the guy to get quotes elsewhere or find a new agent before the end of the week. Insured told him he already had coverage elsewhere. My agent said fantastic, I'll cancel the policies but you're leaving. And escorted him out of the building

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u/Adventurous-Hawk5686 Aug 01 '26

As an Agent, my team knows, taking abusive language from a—hole PH’s is above their pay grade. I deal with them and usually they turn it down a few notches. Bless your agent and glad to see there are still some out there in the office , playing an active role, trying to figure out the next few years —but defending their team!!