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02:05am 05/01/2010
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."

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.


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
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(no subject)
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
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(no subject)
09:09pm 05/01/2010 (UTC)
hahhahaha. i kind of already do that, i think the years of management have helped me with that.
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(no subject)
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.
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(no subject)
09:56pm 05/01/2010 (UTC)
and the added bonus that they aren't looking at you makes them a lot braver than they would normally be.

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