Policy No Evil, Speak No Evil

| Right | January 10, 2013

(The call centre I work at specializes in roadside assistance. We have a script to follow to ensure that we get the customer the proper service. This call comes in at 9:20, ten minutes before the end of my shift.)

Me: “Thank you for calling roadside assistance. How may I help you today?”

Caller: “My car won’t open!”

Me: “Okay, I can certainly help with that. May I have your policy number?”

Caller: “Why do you need that?”

Me: “So I can access your policy and confirm coverage.”

Caller: “Fine! It’s [number].”

Me: “Thank you. And may I have your first and last name?”

Caller: “Just send someone!”

Me: “I’d be happy to, ma’am, but first I need to verify the information in our files.”

Caller: “I gave you my policy number! You don’t need anything else!”

(We actually can’t go forward in the program without the customer’s name. I explain that to her and she eventually confirms her name.)

Me: “I’m showing that you’re in Texas. And what is the year, make, and model of your vehicle, ma’am?”

Caller: “You don’t need that! Stop asking so many questions! Just unlock my car!”

Me: “Ma’am, in order to send out service, we have to know what type of vehicle needs to be unlocked. Different vehicles require different equipment.”

(She argues with me for 5 more minutes. At this point, I am supposed to be off about 20 minutes ago. She finally confirms the vehicle.)

Me: “What colour is that vehicle?”

Caller: “God d*** it! Why are you asking so many questions?! I use this service all the time! They never ask me so many questions! Send me service now!”

Me: *losing patience* “Look, Ms. [name]. We are required to ask these questions on every single call, so when you called us last time, you were most definitely asked all of this. If you want me to send someone to you right now, they’ll never find you because not only will they not know what car to look for, but they’ll be driving around the whole of Texas, since you haven’t told me where you are. Now, if you’ll answer the rest of my questions, I can dispatch someone to your location. Otherwise, I suggest you find a large rock.”

(After that, she answered every question with no problem, and I found a locksmith who could be there in 15 minutes. The next day, I got an email from another rep saying that the woman had called back in to apologize for how she treated me!)

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