?

Log in

No account? Create an account
(no subject)  
02:05am 05/01/2010
 
 
LocaKitty
I think I had a wanker on the phone tonight. How you can get off listening to someone tell you about phone plans is beyond me. I guess it takes all kinds.

Best call of the night goes to C. Poor thing. An 11 year old calls in (which isn't uncommon, a lot of these phones are used by kids strictly for texting) and demands that we give him $15 for a refill card that didn't work. "John told me that I could throw the card away and he would write down the number and in 30 minutes give me the money."
Uhhhhhhh...right.

So, as C explains, there is no note in the system that says anything to that effect and no rep would tell anyone to throw that card away. You might as well like a $20 bill on fire. It's like cash. Now, in the notes it says he needed emergency credit because his mom and grandmother are both dead and he needs to call someone. While on the phone with C he is asking his "mom" if he's right in what he's saying about "John" and the mysterious credit.

He then starts berating her for not giving him the money. And demands to "talk to a fucking supervisor because you are an idiot. I want the highest ranking person there!!!!" ooooooook

My team lead gets on the phone and it is the most amusing thing I have ever seen in my life. Seriously. The kid got one free shot at insulting him, he told him he would need to carry on this conversation like an adult and not use foul language or the call would be released. I guess little Jakey kept going, he released the call.

ELEVEN YEARS OLD.

I had a similar call, but the customer was not 11, probably in mid 30s or so. Has been told for the past 2 days to go back to the store with the card and the receipt and have them call the merchant services line to get the number correct, there is nothing we can do, we don't sell those cards, it's a 3rd party company. He wants to talk to my manager. I put him on hold, flag someone down, explain the situation, they say, "Nope, no sup is going to take this call. Deescalate as best you can and tell him he's already been told the solution to the problem."

The guy hung up on me.

Thank goodness tomorrow is my Friday.
mood: tiredtired
 
    Post - Read 4 - - Link
 

(no subject)
 flw
 
05:08pm 05/01/2010 (UTC)
 
 
Frank Lloyd Wrong: Psykitty
The supervisors are leaving authority to you. That is a good sign, I think. Soon, the aggressive calls will fall off you like water off a duck's back.

"Perhaps I will go and do that to myself, sir. Is there anything else I can help you with today? ... You are correct sir, the sun does not shine there, but we don't use traditional phone handsets, so I can not stick it there as you suggest. Will that be all today? ... I thank you for calling, sir, you have a pleasant day, goodbye."
picword: Psykitty
 
    Reply - Thread - span>Link
 
(no subject)
 locakitty
 
09:09pm 05/01/2010 (UTC)
 
 
LocaKitty
hahhahaha. i kind of already do that, i think the years of management have helped me with that.
 
    Reply - Parent - span>Thread - span>Link
 
(no subject)
 flw
 
09:20pm 05/01/2010 (UTC)
 
 
Frank Lloyd Wrong
I've done phone work, it starts to not affect you at all, and the less it affects you, the better you are at it.

It absolutely mystifies me that people think that yelling, swearing, and being abusive is going to get them what they want.
 
    Reply - Parent - span>Thread - span>Link
 
(no subject)
 locakitty
 
09:56pm 05/01/2010 (UTC)
 
 
LocaKitty
and the added bonus that they aren't looking at you makes them a lot braver than they would normally be.

 
    Reply - Parent - span>Thread - span>Link
 


 
 
 
Links  
  The Customer is NOT Always Right
Clients From Hell
 
Navigation  
  Previous Entry
Next Entry
 
November 2016  
 
 12345
6789101112
13141516171819
20212223242526
27282930
 


  Powered by
LiveJournal.com