At Gatecoin our customer support team strives to resolve issues as swiftly as possible. Every member of our team aims to help with any inquiry earnestly. As a team, our goal is to ensure that our users have a right to be heard, understood, and respected. We always strive to offer the best support in our industry, but sometimes some situations can make it difficult for our support team to resolve requests. In some cases, when an individual becomes threatening or abusive to our staff, we must draw the line.
We understand dealing with such issues as payment, or technical issues can be stressful, and we want to hear our customers’ concerns. Nevertheless, if that frustration becomes aggressive, threatening, or disparaging towards our staff, we consider that behavior unacceptable and may refuse to respond, answer and provide additional service(s).
What is abusive or threatening behaviour? Indeed, it is in the eye of the beholder, but here are a few examples:
- Behavior or language (whether verbal or written) that we consider may cause staff to feel intimidated, offended, threatened; or
- Unwavering insistence on unrealistic demands that the customer knows, or should know, are not remotely appropriate to the situation, or unreasonably persistent in its frequency, type, and nature; or
- The repeated threatening of adverse actions if the customer does not get what they want (i.e., Blackmail.)
All threats of violence are reported to authorities and Gatecoin reserves the right to close the account or disable access for any customer making such threats. Everyone has a right to feel safe at work, and that is no different for the employees at Gatecoin.
We never take such actions lightly, and when deciding what action we will take, we will take into account the circumstances of the customer to ensure that we are acting reasonably and appropriately. Any steps that we take will always be evidence-based and proportionate.
Thank you for understanding our need to create a respectful and safe workplace. We are happy to help our users, but the right to that support comes with an expectation of thoughtful, considerate behavior and communication.