She was angry before she even got to me...

[reynardo.livejournal.com]

What's most annoying is that normally a call like this would be water off a duck's back. Alas, it's been a rough couple of days, so this call and her "you should be bending over backwards and begging me to screw you" attitude really got to me.

For those who came in late - I work for a Cable Internet company. I'm on the late shift, and most calls should e short and sweet. This one, though - she was angry to start with, wouldn't listen to me, refused to listen, wouldn't do a thing to help...

The following is a direct copy of the log entry I made, with a few minor details changed to protect my job.

Cust has no activity light - has USB connection and connection seems to have gone down with recent storm. Modem reboot did not bring back activity light although modem pinging beautifully.

Cust has second connection from main computer to another through network card. Advised cust it seems the USB port on the modem may be having problems and recommended trying network connection instead. Cust stated that she cannot get to the back of her computer and is not willing to switch cables. Suggested cust obtain a new USB cable or swap one from existing equipment, just to test to see if the modem would work. Cust again refused, saying it was too hard to get to the back of the computer. Suggested cust could replace cables then ring back - cust refused.

Cust requested new Modem. Advised cost of replacement modem. Cust became agitated and complained vociferously that we ought to provide a new modem for free. Advised cust of terms and conditions, that modem belongs to cust and that modem was a) over 12 months old and b) possibly damaged in storm. Cust complained that last time modem wasn't theirs to keep and had had to be handed back. Advised cust that MyCompany doesn't work that way - cust conceeded that perhaps was Another Company. Cust still complained that she felt she ought to be given a new modem. Tried to explain to cust using analogy of mobile phone (you get given the phone, you pay for the plan, the phone is yours and you have to replace it if you break it) - cust complained bitterly that she was being ripped off.

Offered to drop cust plan for February to save funds while she was deciding on options. Cust refused, yet complained that she was having to pay for non-existant internet connection. Explained to cust that the modem was receiving a signal, and that I had offered several different possibilities to see if a conenction could be re-established, including talking cust through setting up the existing network card. Cust again complained that we were ripping her off and not providing a service, and that we were saying everything was her responsibility.

Cust hung up.

Comments

[ozdeadmeat.livejournal.com]

Wow, i know i couldnt work in a call center. I work for a small business and DO take helpdeskish calls but not very often. (about 30-50 a week). If someone called with that attitude id tell them to call back later and hang up on them. I dont know if that costs people jobs in the help desk industry but im a human being and if some tart doesnt wanna do what she is told there is no point continuing the call.

Another thing. I dont know how i do it, but sometimes i force the issue. I say, im pretty sure that changing the USB cable will fix it. If the customer refuses tell them, "Well sorry we cant supply u with anything. You need to change the cable now." Then id be "Your not helping yourself here, help me, help you." ROFL god DAMN i love that line.

Anyway im sure this slag was just looking to shit on someone. Oh another thing, i guess im lucky cause im in an office with walls and a door and stuff so i usually return the attitude (alittle less usually) that i get given on the phone. But then again, ive never worked at a call center and that kinda thing would probably be frowned upon.

It's not how bad you look to your co-workers

[yduras.livejournal.com]

Up until a couple of weeks ago I was on a call center phone, and the placid/bubbly demeanor I had had nothing to do with (a) my actual personality or (b) whether the customer was right or wrong. If you sass back, let your impatience show, etc, all it does is extend the call. If they're unpleasant to talk to, you want to make them go away fastest, not stand around exchanging insults.

[mtlchick.livejournal.com]

God I hate those people. I like "If your car breaks down, do you call and yell at highway patrol?"

[teriwyn.livejournal.com]

<3 <3 !!!

A screw?

I.... am in love....

Re: It's not how bad you look to your co-workers

[ozdeadmeat.livejournal.com]

good call.

[swwinchester.livejournal.com]

Now that's what I call screwing with the customer.

[dmsalem00.livejournal.com]

Oh god I'm going to have to remember that one.

Unfortunately, we have a dispatch review dept that I'm sure that would NEVER fly through, but...