Kill.....

[fuego.livejournal.com]

-Thanks for calling *Some Fruit Company* This is Fuego, may I have your first name?
-What?
-Thanks for calling *Some Fruit Company* This is Fuego, may I have your first name?
-I have a case number.
-Okay, just a moment, may I have your first name?
-1234....
-Hold on a moment, may I please have your first name?
-123...
-Okay, fine the number is 12345678, right? And what is your first name?
-(Takes a deep breath) AlexanderMichaelLevansk-
-Okay, so your first name is Alexander?
-No, my name is John. Alex is my dad.

May I just say how much I dislike...

1. People that don't listen
2. People that don't listen repeatedly
3. People who won't give a simple first name when asked for it.


See, I have this HUGE pet peeve...first thing I ask for is first name. Simple question, right? If nothing else so I know who I'm talking to. It's perfectly reasonable. I do not normally need people to spell their name...if I need it, I ASK. an I usually speak with emphasis on the word "first"
I truly loathe asking for a name and having someone do any of the following:
-Spell it instead. Thanks, I KNOW how to spell Bob, Tim Tom, John, Jane, Amy, Mark, Mary...And I Don't know how to pronounce "E-f-m-k-v-n-g-j-e-g-n-j-g-b-j-g-d"
-Say their entire name and spell it in one breath "MaryElizabethFosterJohansen M-a-r-y-e-l...."
-Ignore the question and give me something else alltogether- phone number, ave number "I'm calling on behalf of so and so..." I didn't ask that, I asked for the first name of the person i'm currently speaking to. Also, if you tell me that the computer belongs to someone else without giving me your name, DON'T get snippy with me when I ask if I will be speaking to the other person or to you.
-Talk over me- "May I have your first n-" "MaryElizabethFoster..."
-Worst of all...launching into their problem without regard to anyhting I've already said. 4 times.

Comments

[ravenshrinkery.livejournal.com]

We had to give case numbers to our customers after every call, but I found myself insisting on asking for serial numbers just because of how our system was structured. If we asked for a case number it took us right to the problem, which was all fine and dandy - except our call flow dictated that we had to verify exactly what system they had, the warranty they had on it, and offer upsells before we could troubleshoot. It made getting right to business pointless. Making sure they had the right computer and that it was under warranty makes sense. Trying to sell them shit they don't need before actually providing them the service they've paid for (sometimes additionally above and beyond their warranty) was, well, a crock of shit.

I do feel your pain though. I know I've slowed some customers down with the salient reminder that us technicians are NOT computers and that we work on a first name basis. All I've ever asked of any customer is to provide me with a detailed description of what the computer is doing, what has led up to the problem, and to follow my instructions precisely and provide me detailed feedback on how it responds and we will get through any problem they experience quickly and effectively. I've been on an awful lot of long calls...