A Call-Back Attack

I receive a call from a customer who is having trouble getting his car security system online. He describes an error code I have never heard of.

Me: “Give me about ten minutes to do some research and ask some ‘veteran’ tech coworkers that are known to make miracles happen. I’ll call you back.”

Right around the time I hang up, I look up to notice the department manager motioning me to come with her, as we need to discuss an unrelated pressing issue in her office.

About twenty minutes later after everything is sorted out, I return to my terminal to notice several messages from coworkers who are advising me about a customer calling them repeatedly and screaming that I had flat-out lied to him and said I would call him back but never did. Checking the profile of the customer I had spoken to earlier, I discover that it is indeed him, starting his tirade of phone calls exactly twelve minutes after our conversation had ended.

I receive an instant message from someone in the Spanish language department.

Coworker: “I have an English-speaking customer on the line and I’d like to transfer them to you.”

After I accept the call, the customer goes on a two-minute tirade.

Customer: “It was extremely rude of that other agent to transfer me to someone else!”

Probably because the agents on the Spanish line don’t speak English, idiot!

Customer: “This is the worst customer service I have ever experienced, and I am going to complain personally to the board of directors!”

The moron actually did perform some online sleuthing and somehow was able to find the email address for the company CEO, writing him a rambling email — which was intercepted by his assistant and simply directed to our department manager — and threatening to return his vehicle for a full refund if I was not fired by the end of the week for “blatantly lying to customers.” He further stated that he wanted a copy of my termination letter as proof. 

The manager simply forwarded me the email with a note saying, “Thought you could use a good chuckle.”