(no subject)

[thesawg.livejournal.com]

I had the joy of listening in on some of the new people today as a part of their training (listen and give them feedback and help them during the call and stuff).

So, one of the new guys got a call from a rather fun customer.  First off, he refused to give any sort of information to look him up.  But the guy kept interrupting demanding to speak with the head of the call center, something about how he couldn't get his mail and he wasn't happy with the last tech's answer, which I later heard it was a referral to a computer shop because of his computer having issues.  Now, the guy in charge of our place is also in charge of the billing call center, which is also where his office is.  So, he is rarely in the building, and even if he was he does not take calls.  The when the guy got sick of "He is currently not available" he demanded for the CEO's direct phone number.  Which I am sure exists, but nobody knows it, and if we did like hell we would give it to him.  But he was insistent that he was going to talk to the CEO of the entire company (because, his computer is broken).  Whatever, we do have a number for the corporate office, it's a reception desk and we are allowed to give that out.  But I didn't know it off, so just call a senior tech and get it.  But this guy refused to let the tech even out him on hold because he didn't want to be transfered to a senior tech, he wanted to speak with the CEO.

Tech: "Sir, please listen to me, I am not transferring you to a senior technician, but I need to contact one to get the number for the corporate office for you."
Yet he still refused, demanding to be transfered to the CEO's office immeadatly.
After parroting the same damn thing several times and trying to convince him there is no way to transfer him to the CEO or the head of the call center, he finally hung up.

And to my surprise, the new guy got a good laugh out of that one and moved right on.  I know if I was in training and I got that call I might have just quit right there.
I think I heard the guy call back a few more times and was finally given the number for the corporate office and the head of the office for his local system.  They have both been informed that the issues is with the customers system.  At this point, the the customer does not willingly cancel his service, I heard it will be canceled for him.

Comments

[gaymafiakingpin.livejournal.com]

I have gotten a few of those calls where someone wants to talk to someone else but refuses to be put on hold. When I get that and, after explaining to them that there is no way for me to get someone else unless I put them on hold, they still refuse to be placed on hold, I just go silent...

After a few moments of silence they'll say "Hello?" and I'll reply, "Let me make sure I understand this: You want to talk to [so-and-so] but you refuse to be placed on hold. I can't transfer you to [so-and-so] unless I put you on hold, so, what would you like me to do?"

They give in at that point. And I am glad to get rid of them.

The same sort of response goes for when I have to talk to someone else and they don't want to be on hold. I tell them that I can't call anyone else while they are on the phone and I can't walk over to that person to talk to them because they aren't even in the same city.

Customers need to be made aware of the stupidity and irrationality of their demands.

[raina.livejournal.com]

hehe, that So sounds like you. I miss sitting next to you at work :)

[jecook]

What an idiot.

Like talking to the CEO directly, without first going through the motions is likely to fix things.

[the-s-guy.livejournal.com]

Um... not seeing the problem here.

"Transfer me to the CEO!"

"No."

"I want to talk to your manager!"

"No."

"I'm calling your manager!"

"You do that."