Email Is Not The Call

, , , | Right | March 16, 2019

(I work in a call center taking calls for both customers and the other people who help them. I’m still fairly new; I’ve only been here three weeks, and just barely learned all of this. Today, I was having a great day up until this happened.)

Me: “Thank you for calling [Service]. My name is [My Name]. How can I help you today?”

Customer: *want to clarify this is not actually a customer of the service, but one of the people who help the customers* “Hi. I would like to see if there is any way to get the hours that I missed when I was accidentally kicked off my shift.”

Me: “I would definitely be happy to look into that for you. It will only take a moment, if you wouldn’t mind waiting.”

(I reach out to someone else to see if there is anything I can do, but I am advised to have the “customer” email in.)

Me: “Thank you for being patient with me! Unfortunately, there is nothing that I will be able to do on my end. What you can do, though, is email in to [email address], and someone in that department should be able to help you further.”

Customer: “That’s BS. I was told to call, and you say you can’t help me. It’s probably your fault that this happened! It’s not fair! How is it fair that you get to work fine, while I was wrongfully booted and won’t get paid?!”

Me: “I am sorry, and I really wish I could—“

Customer: “I DON’T CARE WHAT YOU SAY! GET ME TO SOMEONE WHO CAN!”

Me: “Sir, I’m sorry, but there is nothing we, on the phones, can—“

Customer: “Stop BS-ing me! I want a supervisor, and I want them now!”

Me: “Okay, I can get you one, if you wouldn’t mind ho—“

Customer: “You’ve got to be f****** kidding me! I shouldn’t have to wait! GET ME SOMEONE NOW!”

Me: “Sir, I will get you someone; however, I will need to place you on ho—“

(The customer gets extremely upset and starts screaming at me, and crying that the whole situation is my fault and that it’s not fair. All this is while I am trying to flag someone down to talk to him.)

Customer: “You know what? F*** this! I quit. Get me off of your employee list!”

(Again, this is something the phone service cannot do, so I direct him to email in again. The customer gets more upset, to the point that I can actually hear in his voice that he is getting visibly red.)

Customer: “F*** you! F*** the email service! And most of all, f*** this company! I’m going to make sure no one uses it again! I will tell everyone I know, go back to the people I helped, and tell everyone that this is BS!”

Me: “I am very sorry, sir. I really do wish there was something that I could do on my end.”

Customer: “Take your apology and shove it up your a**!” *hangs up*

(I take a quick breather before doing my notes. A coworker who sees I am struggling flags someone down and my supervisor asks to listen to the call with me. We listen to the call. Having to relive it, I start crying. My supervisor turns to me slowly.)

Supervisor: “Listen. There was nothing you could do. It was not your fault that he got like that; you directed him to where he needed to go, and that was that. But I have a question for you.”

Me: “Question?”

Supervisor: “So, in a few weeks — you know, when this blows over and you can laugh about it — I would love to use this in a training class for new agents so they can see just how they can handle these types of situations.”

Me: “Go for it.”

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