No Means No Means No

, , , , | | Right | June 17, 2019

(The cell phone company I work for has two call centers, so if a customer calls in repeatedly, they’ll have a high chance of speaking to the same person over and over.)

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

Customer: “You can fix my f****** bill.”

Me: “I’m sorry you’ve got an issue with your bill. I’ll be happy to look it over with you.” *verifies the account and quickly scans the bill while reading the notes* “Well, sir, I see you have $500 in international calls to Jamaica.”

Customer: “F*** that. I want you to adjust the charges so they’re the same rate as my landline carrier or my [Cellular Competitor] phone.”

Me: “I’m sorry, sir, but the rates are correct, as I have it noted here that we told you the per-minute rate before you called Jamaica. We also have them listed on our website.”

Customer: “F***** lies! You will credit me!”

Me: “I cannot do that, sir. We’ve told you the same thing the seven other times you called in today, and each time you escalated, the supervisor has also said the same.”

Customer: “Get me your supervisor!”

Me: “I’d be happy to, but I would like to point out my supervisor is [Supervisor] and I see you spoke to her twice already. I can guarantee you she is not going to change her mind in the space of fifteen minutes.”

Customer: “I don’t give a d***. Get me your supervisor now!

Me: “Okay, then. Thank you for holding.” *puts the customer on hold and stands to flag my supervisor down, with a giant grin* “Hey, [Supervisor], do you remember [Customer]?”

Supervisor: “Did you tell him I’d say no?!”

Me: “Yep. He still wants to escalate.”

Supervisor: *gets her headset* “Send that idiot through.”

(I found out later the customer was banned from calling in.)

Unfiltered Story #155083

, | | Unfiltered | June 17, 2019

(I work in a call center for a mayor mobile company. The company prides itself with good customer service and as such we have to treat each customer as best as possible even when they are abusive or irate. It is not that uncommon for me to face irate customers that are not clear with what they want, demand far more than what is acceptable or will find any excuse to put me down.)

Me: Thank you for calling [Mobile Company], my name is [Name] how may I help you today?

Client: Yes. I am going to the US and I would like to get a roaming package.

Me: That’s great sir. Can you tell when are you going? (It is common practice with us to ask the client when and how long will they stay to offer them the proper package.)

Client: Why are you asking me that? You should first give me the options you have.

Me: Ok sir, we have several options available for you right now. Currently we have three roaming packages available for you. The best one is…

Client: What are you doing? You don’t behave like a smart person. A smart person would begin asking me my number and my account.

Me: I apologize for the inconvenience sir. I have an account open for [Company Name]…

Client (even more irate): How do you know that?! I haven’t given you anything!

Me: *trying to remain as polite and calm as humanly possible* When a customer calls the system detects the number that you are calling from and opens an account, that’s why I know sir.

Client: Ok.

Me: So I see that you have the number [gives number]. Is that correct?

Client: Correct.

Me: Okay sir, so tell me how long are you going to be in the US?

Client: Why are you asking me silly questions? I told you to stop asking me unnecesary questions that have nothing to do with what I’m asking for. Are you smart? Because you are not speaking like a smart person. Stop asking silly questions and assist me properly.

Me: *shaking my head in dismay* I do apologize for the inconvenience sir. Let’s start from scratch. So you told me you are going to the US, right?
Client: You know what f*ck you! *hangs phone*

Me: *in my mind* What a lovely fellow.

Data Protection Requires You To Act

, , , | | Right | June 7, 2019

(I work at the general customer service area where you would never be required to use a social to search for your account.)

Caller: “Hi. I’m [Caller] and my social is [number].”

(For the first time in fifteen years of customer service, I lose my professional front, cut them off mid-number, and chew them out on the dangers of giving away their social security number without a good reason. I then ask them what they need help with. They need to change their phone number. Done. Have a great day.)

Manager: *coming on the line* “I should write you up, but you probably did more help than harm.”

(Later, I got the survey for that call. It was four paragraphs thanking the agent for teaching them about giving out personal information!)


You Just Saved Dave

, , , | | Right | June 4, 2019

(I work in a call centre for a bank. Whilst it isn’t particularly unusual for a customer to want to speak to a specific person, it isn’t always possible. This particular customer wants to speak to someone he spoke to a few days ago; for the sake of argument, let’s call him Dave.)

Me: “Thank you for calling [Bank]. You’re speaking to [My Name]; how can I help you today?”

Customer: “Put me through to Dave.”

Me: “Okay, sir, I can see if we can get you through to Dave. Did you happen to get a surname at all?”

Customer: “No, just put me through to Dave!”

Me: “What I’ll need to do then, sir, is–”

Customer: *interrupts* “What you’ll need to do is put me through to Dave. NOW! I spoke to him the other day. Stop wasting my time.”

Me: “I’m sorry, sir, but before I can get you through to Dave, I’ll need to take a few details and see if we can find out who exactly you spoke with. If I could just—“

Customer: *interrupts again* “Are you f****** kidding me? Are you f****** thick or deaf or something? Dave. DAVE. D-A-V-E. DAVE!”

Me: “Yes, sir, I understand you spoke to Dave, but we have a number of Daves working for us, we have a number of call centres and a number of different departments, and so before I can do anything, I would need to—”

Customer: *interrupting yet again* “I’ve told you what you need to do already; just put me through to Dave. Is it that difficult?”

Me: “At this point, sir, I’ve done all I can to help you. If you continue to interrupt me and refuse to give me any information, I can help you no further. If, however, you’re willing to complete some security and provide me with some details, I will do everything I can to get you through to Dave. If he’s working today, I’ll try to find an extension number for him and if not, I’ll send him an email and ask that he calls you as soon as he possibly can.”

Customer: “Right, since you’re refusing to help me, manager, NOW!

Me: “I can certainly find out if a manager is free for you, sir. If you could just hold the line for—“

Customer: “I said NOW. I don’t want to wait. Put me through now.”

Me: “As I was explaining, sir, I need to find an available manager. I also need to make you aware that a manager would also need some further details in order to get you through to Dave if that’s what you wish for them to do. If you’d like to hold the line for me whilst I—“

Customer: *practically screaming* “I’ve told you to put me through to Dave or—”

Me: *now I am interrupting* “I’m sorry, sir, I’m afraid I’m no longer able to service your call today. I will no longer tolerate being spoken to in the manner you’ve spoken to me today and am now disconnecting this call.” *hangs up*

By The Time You Shut Up I’ll Also Be Eighty

, , , | | Right | June 2, 2019

(I spoke to a customer yesterday. Whilst we’ve done nothing wrong, the customer is adamant we have. I’m representing a branded insurance for people over 50 years old and we get age-entitlement rages all the time. I’ve absolutely bent over backward and broken the rules for this customer and made them aware of this. We have to tell them the right process, but if they kick off then we are able to go against it.)

Customer: “Oh, I’m glad it’s you, [My Name].”

Me: “Hello, Mr. [Customer], we spoke yesterday.”

Customer: “Yes. My relative sent in the documents.”

Me: “Okay.”

(I pull up his details and ask him to do the normal security. He’s already off:)

Customer: “But we spoke yesterday.”

Me: “Sorry, we need to—“

Customer: “Anyway, I sent the emails; have you looked at them yet?”

(I look at his file; no email has been uploaded but that’s no surprise; it’s 11:00 am and we work 8:00 am to 8:00 pm, Monday to Friday with a five-day turnaround. He interrupts me looking for his email to tell me he has also posted something else. I check and there’s no post; since post gets uploaded after 12, I’m not surprised.)

Me: *explains processes for both post and email*

Customer: “You never contact me; it’s always me chasing you. I’m nearly 80.”

Me: “I’m… sorry, but—“

Customer: “Why haven’t you contacted me?”

Me: “Well, Mr.—“

Customer: “It’s not good enough! I’m nearly 80; that’s too old for paperwork! Settle my claim!”

(I’ve had a crappy day and I lose my s***. I’m not allowed to be rude as such, but I say the following:)

Me: “Mr. [Customer], your relative sent this email last night at 9:30, when we were already closed, and it’s now 11:00 the following day. You have given us approximately three hours to respond to you. I can’t review the messages you’ve sent when you’re on the phone, and even if I could, the part you have sent by post won’t be available to me until at least midday, so even then something will still be outstanding. I am sorry.”

Customer: “So, when will you be able to look at it? I’m nearly 80.”

(My day did not improve.)

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