Screamer

[liquidmercurial.livejournal.com]

So I get a call from a female customer and she sounded really irritated. Since she came in on the L1 queue, I had to get a bunch of info from her before proceeding. The call went something like this...

ME: Thank you for calling *****, My name is Melissa. Can I please get your telephone number?
EU: **********
ME: And the name on the account?
EU: Kathleen
ME: And am I speaking with Kathleen?
EU: YES
ME: And is the callback number the same number you just gave me?
EU: I HAVE ALREADY BEEN THROUGH ALL THIS, YES, THE NUMBER IS THE SAME!!
ME: And what operating system are you running?
EU: YOU SHOULD HAVE ALL OF THAT IN YOUR NOTES BECAUSE I JUST GOT OFF THE PHONE WITH ONE OF YOUR COLLEAGUES AND HE SHOULD HAVE PUT IN ALL THE NOTES WITH THAT INFORMATION.
ME: Okay, let me take a look at the past notes from today to see if that information is in there. *checks* Unfortunately, the past notes do not show your system information. It does show that you were having a DSL sync issue, and you were referred to *** to get that resolved.
EU: THAT'S ALL TAKEN CARE OF AND I JUST NEED TO CONTINUE GETTING THIS FIXED!
ME: Okay, I would like to get your system information so that I can log it into my notes, so that it WILL in fact be logged into the database.
EU: *SIGH* WHAT DO YOU WANT ME TO DO?!?!
ME: Do you see a "My Computer" icon on the desktop?
EU: NO!! THE LAST GUY TOOK ME INTO THE START MENU. YOU SHOULD HAVE ALL OF THIS INFORMATION ALREADY!!
ME: But I don't ma'am, so I would like you to go to the start menu, go to settings and click on control panels.
EU: *SIGH* WHAT DO YOU WANT ME TO FIND?!?!
ME: Are you in the control panels yet?
EU: WHAT DO YOU WANT ME TO FIND?!?!
ME: I want you to let me know when you're in control panels.
***long silence*****
ME: Are you in control panels
EU: YES!!! WHAT DO YOU WANT NOW?!?!?!
ME: Please double click on System. What does it say here on the general tab
EU: WINDOWS XP!!!!
ME: Alright, now how is this computer connected to the device? Is it ethernet or USB? If you're not sure of the difference, what color is the cable?
EU: IT'S BEIGE!!
ME: Does it plug in above the power cable, or right below the phone cable?
EU: (now screaming and not just yelling) YOU SHOULD ALREADY HAVE ALL THIS INFORMATION!! I SHOULDN'T HAVE TO GIVE YOU ANY OF THIS STUFF. I HAVE ALREADY BEEN THROUGH ALL OF THIS!!! THIS IS RIDICULOUS!!
ME: I am very very very sorry that it was not logged before, since that is the case, I need to get this information to be able to help you.
EU: (still ranting) WHY CAN'T YOU JUST FIGURE IT OUT AND HELP ME
ME: Ma'am, there is no need to be yelling at me. I am not yelling at you. I am trying to help you and prevent you from having to answer these questions the next time. If you continue to yell at me, I WILL be discontinuing this call.
****this next part is literally what happened****
EU: AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAHHHH <--screamed at the top of her lungs

ME: *click*

Comments

[methedras.livejournal.com]

... HAHAHAHAHAHA!

That's fucking great.

Like this asshole I had the other day who refused to even TRY and answer any questions I asked him about his DSL issue, and said I should just know EVERYTHING.

Fucking wankers.

[liquidmercurial.livejournal.com]

I get this shit all the time in the email support...but it's been a long time since I got it over the phone...

[methedras.livejournal.com]

I'm glad I don't do email.

I'm a supervisor, but still get to speak to the customer on the phone sometimes.

I love when I get a customer through on the "irate queue".

[crack knuckles]

Smackdown time.

Hehe.

[liquidmercurial.livejournal.com]

Funny...you talked to the same person!! :)

[fnordx.livejournal.com]

Had a guy do something like that the other night.

He was screaming at me because the BSD server he was on would only accept user names of 12 characters or less, and he started asking me if I was going to pay to have someone go out and make all of the changes on his clients sites.

I told him I wasn't involved in the configuration of his system, and he started talking about how he wasn't talking about me specifically, and that I was just "some jerk on the phone".

Alright, at that point I go into ultra-defensive mode:

"Sir, I'm trying to help you out in a professional manner. I do not have to sit here and listen to you insult me. If you would like to continue this conversation in a professional manner, then please let me know what I can do to help you resolve this issue, otherwise I will be forced to terminate this call."

"Yeah, you know what you can do? You can take your head and shove it up your..."*click*

Not as great of as feeling as tearing into him would have been, but at least I still have my job.

[whisperoutloud.livejournal.com]

Even when the OS and other information is documented in the customers accounts, we still have to ask as part of our quality monitoring ... the majority of the customers reply with the same type of irate response that yours did, though. Certainly does make the job that much more difficult, that's for sure.

[canray.livejournal.com]

Found this post via the Memories of the group.

But, who is to say that they're even working on the same computer system?

Or that the person that was told earlier was given accurate information?

More than once the previous tech was told, "The computer is new, so the latest version" and assumed XP.

It was new, to the User. It was a used computer, running Win98SE.

[aic-weirdo.livejournal.com]

TEeehehehehee!! I can so imagine that happening.

I've heard of customers going crazier and banging the phone against things. Geez, it's just a computer. No need to have an aneurysm over it.

God, yea, we always had to ask the OS every time. Monitoring, and plus some people had more than one computer with different Os's or upgraded or they lied before. Some people just shouldn't be allowed to speak on the phone.

[miharu.livejournal.com]

Argh. I feel for you, you have an incredible amount of patience which has more than likely been tempered by taking an innumerable amount of calls like this.
I'll offer a little tip though, winver is your friend. That is, if you can get them to open Run and delete any previous crap before typing it in...

[nix.livejournal.com]

OMG! I just learned somthing new.. WOOO!

[miguelitof.livejournal.com]

Yeah, me too. I remember once again what I love about LiveJournal! :D

[solradia.livejournal.com]

I physically winced when I read this.. it gave me a sick feeling in my stomach. Man I'm glad I have nice EUs now. I love my EUs.. *hugs all several thousand close*

[nix.livejournal.com]

Wow, I think your department transfered her to my department today..

[liquidmercurial.livejournal.com]

Ugh...I'm sorry. I didn't transfer anything. I just hung up on her :)

[trenthamfamily.livejournal.com]

Oh my...I would start laughing at her...then I'd probably get into trouble but when people start to scream (lawyers we support) then I always have the mute button and talk back to them only they can't hear me. Eh...simple pleasures.