Coward

[geekgrrl-ca.livejournal.com]

Last call of the day, I end up with this guy who's phone got disconnected from the previous agent. Previous agent had done all the work but was unable to complete the call due to the disconnection.

So after looking at his notes I see that the unit needs replacing. But the guy's been flagged for warranty validation. I inform the customer of this and he starts freaking about how we should know when he bought the unit cause he purchased it from us. Low and behold, he's right, and he's out of warranty, which when I inform him of his status he threatens to purchase product from a competitor (I love this threat, it means I won't be talking to you again if you follow through with it). So I tell him he's free to purchase anyone's product and I can't stop him. So now his bluff's been called, he resorts to calling me a name and hanging up. I hope he called back because our queue closed 1 minute after I answered the call and thus he would be stuck in lala land until monday.

Why is it that people think calling tech support names or being an ass to us will endear us to do anything for them? Even though I'm compensated for sales I wouldn't sell this guy a rock with a string around it because I wouldn't want him to call back for support ever again.

Comments

[zonga.livejournal.com]

I used to do the cell phone cs thing, and would marvel at the morons who would swear and yell at me. Dude, I can seriously screw with your account. I hold access to your PHONE. Why be so mean? Would you do this to a bank teller? No.

[lihan161051.livejournal.com]

I've always wondered what effect people think that threat of "Well, I'm going to buy from $competitor from now on" will have. Sometimes it gets even funnier, they honest to goddess play the "other kids' parents" game with me .. "well .. $competitor does that any time someone asks .." (they don't, I've checked) .. maybe hoping to strike fear into me that way and make me give them what they feel they're entitled to.

Calling their bluff is by far the best way to let the air out of that threat I've found yet, especially if I completely don't rise to the bait and treat it as a serious proposal, and calmly tell the customer that if that's what he feels is in his best interests, then he's free to do so. At the very least, it makes them blink. :D

[afreak2600.livejournal.com]

Policy at my place is the moment they say that they want to cancel their account or switch, tell them to call customer service. We don't even have to grovel at them to stay.

[soruk.livejournal.com]

Or just say "OK, putting you through" and hit the redirect button before they can object.

[the-s-guy.livejournal.com]

Exactly.

Techsupport - it's the anti-sales.

[mtlchick.livejournal.com]

I love the threat "I'm going with your competitor". Guess what buddy, it's still our service, still our techs and all you're really saying to me is "I'm going to go make someone else's life hell". This IS NOT a problem for me.
Also, I work for the phone company, people give us their CC numbers, social insurance numbers, driver's license, etc and we control their communications...and yet they're still rude. Blows the mind really.

[kizayaen.livejournal.com]

Why is it that people think calling tech support names or being an ass to us will endear us to do anything for them?

Because they are of the sadly mistaken impression that we believe the customer to always be right, and want us smitten with a terrible fear that we'll be fired if we're responsible for losing one.

[hisamishness.livejournal.com]

Some customers just aren't worth holding on to.

[geekgrrl-ca.livejournal.com]

I wish I could out right fire some customers but unfortunately its not in my job description.

[japester.livejournal.com]

Indeed. That is why we always have at hand, the name of a competitor we DO NOT LIKE! and forward those annoying customers to them.
Two problems solvered!

[lovemonster.livejournal.com]

Why is it that people think calling tech support names or being an ass to us will endear us to do anything for them?

amen!!