And They Wonder Why We're Surly.

[thatvoiceguy.livejournal.com]

Me: "Hello, how can I help you?"

Customer: "I need an update on my cell phone issue."

Me: "Yes ma'am. It's been referred to the onsite support team, and they're working to get everyone's phones back in service."

Customer: "But this is a priority. We need to have cell phones."

Me: "I understand, ma'am; this issue is affecting a large number of users, and the techs will try to have everyone up and running as soon as they can."

Customer: "Well, can you give me (onsite tech lead)'s number?"

Me: "I'm sorry; I'm not permitted to relay that information, but I can try to contact them for a status update if you like."

Customer: "Well, you've not been very helpful." *click*







I hate people.

Comments

[firthy.livejournal.com]

I think she wanted you to push the magic fix it button.

[normal1.livejournal.com]

uh oh, you didnt give her the red pill!! you're gonna get fired!

[jecook]

Heh.

I got in trouble for using the line "The proxy server will be back up as soon as I get it back up. Calling me to ask when it will be back up will delay the server's return to service."

It could have been the way I was saying it, though.

[normal1.livejournal.com]

Thats generally the case with me, I have a problem hiding my attitude when I'm stating the obvious =\

[ximinez]

"No, I've been very helpful. Just not to you."

[jacobine.livejournal.com]

With my users, the next line would be 'Well, can someone call me when it's back up?'

Uh, no. Keep trying. It only takes 20 seconds.

[thatvoiceguy.livejournal.com]

Oh, it's pretty typical. They're at a government agency where even low-level paper-pushers think they're saving the world, and that anything they're working on at any given time is "mission critical".

[thatvoiceguy.livejournal.com]

I almost wish they'd just say what they're really feeling: "Waaaaaah! I want it nowwww! I'm a 35-year-old toddler!!!!"

[thatvoiceguy.livejournal.com]

But...no one could have possibly been aware of the problem before I was, so I had to call you!

< /sarcasm >

[doctoreon.livejournal.com]

Oh, I hate that with every fiber of my being. "Oh yes, professor, I'll call you when the dial-up connection is back up. What's your home number again? While I'm at it, I'll be calling all 300 or so other professors we gave laptops to and everybody else who uses our PPP access." Sure...asshats.

[thatvoiceguy.livejournal.com]

Even better was the line yesterday:

"You better send a tech up, 'cause I'm ignorant and I'll mess up if you try to talk me through it."

I wish they could all be so honest...

[rhonan.livejournal.com]

"We're sorry, but we currently have an outage at the seitching station that controls your tower."

"well, then connect my tower to another switching station. I need my phone right now; I'm trying to run a business here."

[the-s-guy.livejournal.com]

"It's been referred to the onsite support team, and they're working to get everyone's phones back in service."

Customer: "But this is a priority. We need to have cell phones."

"Yes, ma'am. That's WHY IT'S BEEN REFERRED TO THE ONSITE SUPPORT TEAM WHO ARE WORKING TO GET YOUR PHONES BACK IN SERVICE."

Hey, if they don't listen to you, why should you listen to them?

[thatvoiceguy.livejournal.com]

*snrkt* "Yep, I'll just connect that tower right now."

This is why more support centers are telling techs to be as jargon-free as possible with customers. Problem is, if this trend keeps up, we'll be reduced to telling users "Your computer is broken. Hang up and wait for the tech."

Hmmm...then again, that doesn't sound so bad...