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May. 14th, 2003 03:11 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
miharu.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryI'm sort of new to this whole help desk thing. I've been working for a local ISP for the last three weeks and I already have a plethora of stories to tell.
Last week I had this conversation:
Me: blahblahblah.net. This is Slappypants. (note: names have obviously been changed. My real name is Furdenburger McHappysocks.)
Him: Hi, I just called and spoke with Fluffysammich about cancelling my account. (note: We allow cancellation requests only in writing and accept them through email, fax, or snail mail. No exceptions. Fun legal stuff.) I tried emailing the address that he told me, but it didn't work. (long, boring note: it must not have worked because his settings/etc. were screwed up. We walk people through their settings a million times and some people won't do it right no matter how clearly you explain something. Short of going to their house to set it up yourself, it's never going to work. Many of the customers we encounter tend to be on the older end of the spectrum or claim to be 'computer dummies'; this is why most of our customers want to cancel their service - they're typodemons or just plain won't let themselves learn a thing about how thier computer works.) Now, how do I go about cancelling?
He was pretty calm and reasonable still.. no big deal.
Me: Okay, we still need it in writing, so you can either write a letter and send it to our PO box or fax it in to us.
Him: (loudly speaking, on the verge of yelling) I'm not going to write you anything. I want my account cancelled.
Me: I'm sorry, sir, but we can only close your account if you notify us in writing. I can give you the fax number or mailing--
Him: (cuts me off, yelling) I'll get my attorney to write you a letter, we'll see if you cancel my account then! (hangs up before I can say anything else)
Wouldn't it just be easier if he had taken the time to scribble a few words down and mailed/faxed it in? What gets into people that makes them want to bite the head off of the poorly paid tech on the other end of the phone? How does that help anyone, including themselves? I really need to stop trying to rationalize all of the ignorance and rudeness I get to encounter...
And of course, the legal letter would be considered a cancellation in writing. What a dork.
Last week I had this conversation:
Me: blahblahblah.net. This is Slappypants. (note: names have obviously been changed. My real name is Furdenburger McHappysocks.)
Him: Hi, I just called and spoke with Fluffysammich about cancelling my account. (note: We allow cancellation requests only in writing and accept them through email, fax, or snail mail. No exceptions. Fun legal stuff.) I tried emailing the address that he told me, but it didn't work. (long, boring note: it must not have worked because his settings/etc. were screwed up. We walk people through their settings a million times and some people won't do it right no matter how clearly you explain something. Short of going to their house to set it up yourself, it's never going to work. Many of the customers we encounter tend to be on the older end of the spectrum or claim to be 'computer dummies'; this is why most of our customers want to cancel their service - they're typodemons or just plain won't let themselves learn a thing about how thier computer works.) Now, how do I go about cancelling?
He was pretty calm and reasonable still.. no big deal.
Me: Okay, we still need it in writing, so you can either write a letter and send it to our PO box or fax it in to us.
Him: (loudly speaking, on the verge of yelling) I'm not going to write you anything. I want my account cancelled.
Me: I'm sorry, sir, but we can only close your account if you notify us in writing. I can give you the fax number or mailing--
Him: (cuts me off, yelling) I'll get my attorney to write you a letter, we'll see if you cancel my account then! (hangs up before I can say anything else)
Wouldn't it just be easier if he had taken the time to scribble a few words down and mailed/faxed it in? What gets into people that makes them want to bite the head off of the poorly paid tech on the other end of the phone? How does that help anyone, including themselves? I really need to stop trying to rationalize all of the ignorance and rudeness I get to encounter...
And of course, the legal letter would be considered a cancellation in writing. What a dork.
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Date: 2003-05-14 10:08 pm (UTC)And in all likelihood, since the letter isn't coming from him, it probably won't be considered valid.
I'll make you a bet that as soon as he got done
talkingyelling at you he called right back andtalkedyelled at someone else who told him the same, exact, thing that you did.Aren't customers fun?
Heh.
Date: 2003-05-15 07:34 am (UTC)It's hard to rationalize the behavior of irrational people. If it helps, you were completely in the right as far as I can see. Try not to take the idiots too seriously. I find it's super fun to be really really nice to these people to the point of them screaming into your ear. A little while later they'll relate it back to their family and what can they say? "And then... THEN... she said 'I'm sorry sir, that's our policy... I wish there was something I could do, but there isn't.' CAN YOU BELIEVE THE NERVE????" Picturing someone trying to tell that story with them in the right light is always amusing and makes me smile.
By the way, I love your Seras icon. Very cool. ^_^
Re: Heh.
Date: 2003-05-15 09:20 am (UTC)Thank you about the icon, I always loved that picture of her ^^ I love that Escaflowne movie cover of Hitomi too.. the bone wings and new design makes it all the more beautiful.