Enough To Make You Go Postal

(Like many other call centers, if a customer immediately wants to speak to a supervisor, we’re supposed to get as much information as possible and see if we can solve the problem ourselves, since the number of escalations is factored into performance reviews and bonuses. I overhear a coworker on a call.)

Coworker: “Thank you for calling [Company]. This is [Coworker]. How may I help you?”

Caller: “I want to speak to a supervisor.”

Coworker: “Okay, ma’am, but first may I ask what the issue is and have your account number, so that my supervisor can better assist you?”

Caller: “It’s [number], and I’m calling because I lost my user manual and requested a replacement, but I never received it! I want the person I talked to before fired!”

Coworker: “I’m sorry about that, ma’am. When did you request the replacement?”

Caller: “Ten minutes ago!”

(My coworker looks at the account and sees there was an order placed a few minutes before for a free physical copy of the manual to be sent out.)

Coworker: “Oh, I do see the order here, but they must’ve misunderstood. You wanted it via email?”

Caller: “No, regular mail.”

Coworker: “… then it wouldn’t have arrived yet, ma’am. The order was placed, but it needs to ship out. You should have it within two business days, unless you want it sent via email instead.”

Caller: “No, regular mail! Don’t argue with me! I’m not doing this for me! I’m doing it for you!”

(This goes back and forth for a couple of minutes, but eventually she hangs up without speaking to a supervisor, though she still demands that the previous agent be fired.)

Coworker: “I bet she’ll call back wanting ME to be fired for not teleporting her user manual to her.”