A DirecTV customer in Memphis, TN says a customer service representative sent her a threatening email after she called to pay her bill. Here’s an excerpt from the story:

A DirecTV satellite dish still sits on top of Sangueta Hawkins’ home, but for how much longer? She doesn’t know. On Monday, Hawkins says she called DirecTV customer service to help her pay her bill online. After being on the phone with the third representative, for 30 minutes, she paid and hung up.

Just minutes later she says she got an email from that same customer service representative, saying she and her family would die.

She says her email address on her DirecTV profile was also changed to Sangueta.FOOL.Hawkins. Memphian Quinton Ford was amazed at the allegations, “What would possess them to come towards their own customers like that”?

Sounds unbelievable that someone would treat a customer that way, doesn’t it? There were no details given for why it took 3 reps and at least half an hour just to pay her bill, but such behavior is still inexcusable. DirecTV said they’ve found the employee responsible but didn’t say if he/she had been terminated or even disciplined. Hawkins meanwhile has retained a lawyer.

This is a strong reminder that no matter how angry a customer may make you, always think before hitting send. In fact if you are angry, it’s best to step away from the computer and take some time to cool off before firing off an email. Professionalism demands putting the company’s interest before your feelings. Your job, and your company’s reputation may depend on it.