No apathy.
Dec. 29th, 2006 12:24 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
darkblade1.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryThere are days where I love the job and the people I work with.
Then there are the days I hate everyday when I start taking calls.
Tonight was the one that was hot. I had fun with it, but I was called names this time around. Fun!
Let me do a little explaining.
At our call center, we have a policy. It's called "Promise to Pay" We give the customer one Promise to pay, where we will extend the payment for up to two weeks before they get turned off. If they do not fulfill that promise, that option is revoked and they must pay their bill.
It reminds me of a mob type boss scene....you can promise the mob boss something, but if the time comes and you don't have it...you're wearing cement shoes at the bottom of the ocean.
...and yet were just turning cable off.
So it's 11:10pm, and all of our supervisors have left (were considered the graveyard crew after 11, so we have no one to transfer to after 11) and I get a call from a customer who was turned off due to non pay. He has already used the Promise to Pay feature and had not kept his promise, so he got turned off tonight. The work order they put in the system we have no access to. It's read only in Tech. I proceed to tell him what happened, and why the cable doesn't work and he goes off.
Cust: That's bullshit, I told them I was going to pay that bill.
Me: I understand that but it says here that the PTP has been used. In order to turn the service back on tonight, we would have to wait for Customer care who comes in at 6am, or I can transfer you to the IVR to take a payment.
Cust: I want to speak with a supervisor.
Me: I'm sorry I don't have a supervisor to transfer you to sir.
Cust: Your telling me there isn't a god damn supervisor there. How many people do you have there?
Me: I'm guessing 40, but that covers all 3 departments, and no we do not have a supervisor. We are the graveyard shift. Were all mature adults here, and we can handle ourselves. A supervisor would also not be able to help you in this situation. This was system generated and there is nothing we can do.
Cust: I hope your recording this because you're a fucking douchebag.
Me: Sir, i'm going to ask you to calm down, I do have the option to disconnect this call.
Cust: You guys are fucking worthless.
Me: I gave you options, I'm sorry these are not the options you are looking for, but that's all I can offer.
Cust: Fuck all of you people. I'm going to call back and fuck-
Me: Goodbye sir, I warned you.
*disconnected call*
These people seem to think that I care about their cable being turned off, but i'm just tech. Bring it up with customer care when you talk to them. Sorry were the only people around at 11:10pm, but hey we provide 24 hour tech support, so what are you going to do?
No dice customer, no dice. Because most sane people that have service when they get a bill, either pay it, or put it in a location where they don't forget about it and pay it when they realize "Oh my god, I forgot to pay my bill, let me pay it right now." Don't piss and moan to tech because your being a stupid asshat.
No love,
PJ
Then there are the days I hate everyday when I start taking calls.
Tonight was the one that was hot. I had fun with it, but I was called names this time around. Fun!
Let me do a little explaining.
At our call center, we have a policy. It's called "Promise to Pay" We give the customer one Promise to pay, where we will extend the payment for up to two weeks before they get turned off. If they do not fulfill that promise, that option is revoked and they must pay their bill.
It reminds me of a mob type boss scene....you can promise the mob boss something, but if the time comes and you don't have it...you're wearing cement shoes at the bottom of the ocean.
...and yet were just turning cable off.
So it's 11:10pm, and all of our supervisors have left (were considered the graveyard crew after 11, so we have no one to transfer to after 11) and I get a call from a customer who was turned off due to non pay. He has already used the Promise to Pay feature and had not kept his promise, so he got turned off tonight. The work order they put in the system we have no access to. It's read only in Tech. I proceed to tell him what happened, and why the cable doesn't work and he goes off.
Cust: That's bullshit, I told them I was going to pay that bill.
Me: I understand that but it says here that the PTP has been used. In order to turn the service back on tonight, we would have to wait for Customer care who comes in at 6am, or I can transfer you to the IVR to take a payment.
Cust: I want to speak with a supervisor.
Me: I'm sorry I don't have a supervisor to transfer you to sir.
Cust: Your telling me there isn't a god damn supervisor there. How many people do you have there?
Me: I'm guessing 40, but that covers all 3 departments, and no we do not have a supervisor. We are the graveyard shift. Were all mature adults here, and we can handle ourselves. A supervisor would also not be able to help you in this situation. This was system generated and there is nothing we can do.
Cust: I hope your recording this because you're a fucking douchebag.
Me: Sir, i'm going to ask you to calm down, I do have the option to disconnect this call.
Cust: You guys are fucking worthless.
Me: I gave you options, I'm sorry these are not the options you are looking for, but that's all I can offer.
Cust: Fuck all of you people. I'm going to call back and fuck-
Me: Goodbye sir, I warned you.
*disconnected call*
These people seem to think that I care about their cable being turned off, but i'm just tech. Bring it up with customer care when you talk to them. Sorry were the only people around at 11:10pm, but hey we provide 24 hour tech support, so what are you going to do?
No dice customer, no dice. Because most sane people that have service when they get a bill, either pay it, or put it in a location where they don't forget about it and pay it when they realize "Oh my god, I forgot to pay my bill, let me pay it right now." Don't piss and moan to tech because your being a stupid asshat.
No love,
PJ
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no subject
Date: 2006-12-29 09:45 am (UTC)Makes you wonder why they keep doing it, doesn't it?
:P
no subject
Date: 2006-12-29 02:28 pm (UTC)no subject
Date: 2006-12-29 04:24 pm (UTC)I'd help someone who messed up and doesn't have a history of doing that, and was NICE to me, but the ones who scream and swear get very clear notes placed on the account to not reinstate until the full balance is paid, and don't give them credits either.
Wotta goof ball
Date: 2006-12-29 01:15 pm (UTC)no subject
Date: 2006-12-29 04:35 pm (UTC)At my job we get that all the time where customers can't ship because they didn't pay their bill and when that happens they can't log in to the website. Somehow our engineers thought that putting a front line message up on the website stating that because the customer's account has been revoked they need to contact the tech support line...even though there is nothing we can do about it and have to transfer them to billing. I <3 it when they start ranting and raving about how they paid their bill and start throwing invoice and check numbers at me (when I don't have access to any billing information what-so-ever) and then the get even more mad when I have to interrupt their rant to transfer them to someone who CAN help them.
weeeee!
no subject
Date: 2006-12-30 03:40 am (UTC)Riiiight. Customers like him should be fired. Then again, there's no warranty on their television equipment... how about a mob job on the cable wires?
no subject
Date: 2007-01-01 07:04 am (UTC)