Getting Nowhere At This Rates

, , , , | Right | January 18, 2021

I work in a call center, taking customer service calls for a fairly popular online bank. A woman calls in asking about our interest rates. Great! I start quoting her some of what we offer.

Customer: “God, this is so confusing! I don’t get you people’s rates. This makes no sense!”

Me: “Well, I apologize for any confusion you may be experiencing, but I would be more than happy to clarify. May I ask what aspect of this is confusing you?”

Customer: “No, you most certainly cannot! What you can do is get me your manager!”

Any time a customer asks for a manager, company policy requires that we try to de-escalate the call at least once.

Me: “Well, I really would like to help you, ma’am—”

Customer: *Cutting me off* “Bulls***! Get me your manager, now.”

Me: “Yes, ma’am. Is it all right if I put you on hold while I get a hold of them for you?”

Customer: “Yes, fine, whatever! I can’t f****** believe this.”

I put the customer on hold, get my manager, and explain to her everything that has happened so far. She then takes over the call. Another note: the way we do that, I can now only hear my manager’s end of the call; I cannot hear the customer.

Manager: “Hi, Ms. [Customer]. My name is [Manager]. I was told you wished to speak with me?”

There’s a pause while the customer speaks.

Manager: “Well, I’m very sorry to hear that you’ve had this exper—”

Presumably, the customer cuts her off here.

Manager: “You know what? Let me look into this for you and see what might be going on. Is it all right if I put you on ho—”

Again, she is presumably interrupted.

Manager: “I understand, ma’am, and I do sincerely apolo— Aaaand she hung up.”

The manager turns to me.

Manager: “She was claiming you called her an idiot, but I know you, and there is no way that is even remotely true.”

We ended up reporting the customer to corporate, who listened to the recording and decided they didn’t want this woman anywhere near our bank. She was subsequently barred from doing business with us.

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