Option One Is The Only One

, , , , | Right | November 15, 2018

(Our call centre deals with electronic repairs and tech support. When a customer calls the automated line, they are told to press one for repairs or to stay on the line to get transferred to tech support. This happens on a quiet Sunday afternoon when I am the only free agent on the repair line. We are not allowed to transfer calls, as we are strictly inbound only at this time.)

Me: “Good afternoon. Thanks for calling [Company] repair line. How can I help you today?”

Customer: “I need help with my [item].”

(They describe the issue they have been having.)

Me: “Sorry to hear that. You will need to call tech support to run through diagnostics over the phone, and they will get it booked in for repair if necessary. Just redial the same number, but when you get to the options just stay on the line and that will connect you.”

Customer: “Okay, then. Bye.”

(Less than one minute later the phone rings again.)

Me: “Good afternoon. Thanks for calling [Company] repair line. How can I help you today?”

Customer: “My [item] is not turning on; I need it fixed.”

Me: “We spoke just a few moments ago, and unfortunately you have come through to the wrong department again. When you redial, do not press one or any other number, and you will get through to our tech support team.”

Customer: “Oh, all right, then. Bye.”

(Less than one minute later the phone rings yet again.)

Me: “Good afternoon. Thanks for calling [Company] repair line. How can I help you today?”

Customer: “My [item] is broken; I need it fixed.”

Me: “I’m sorry, but you have come through to me again. When you press one for repairs, it sends you to me, but you need to speak to tech support. When you call, do not press one or any other number. If you ignore all the options and wait, your call will be sent straight to tech support.”

Customer: “Okay, I will call them.”

(Less than one minute later the phone rings once again.)

Me: “Good afternoon, thanks for calling [Company] repair line, how can I help you today?”

Customer: “You again! I keep calling the same number, but I can’t get through to tech support like you said I would.”

Me: “I am so sorry. I don’t know why you are getting me, instead. Tech support are receiving calls this afternoon, so the line does seem to be working. Would you mind please just confirming the number you are dialling? The only thing I can think of is that we did change our number about five months ago, and you may be calling that, instead?”

Customer: “Sure, it is [new and current number], then option one.”

Me: “That is the correct number, but as I have advised you three times now, pressing one transfers you to me. When you call, you dial [current number], wait for the options, press nothing, and you will be sent to tech support.”

Customer: “Oh, whatever. I can’t be bothered with that now. I just want to book it in for repair.”

Me: “All repair booking is done by tech support.”

(I then had to explain that the repair team did not have access to the booking-in system, as all issues have to be logged and attempted to be resolved by tech support first, and so she would need to speak our tech team, anyway. In the end, I had to get a supervisor to authorise and log the transferred call.)

Triggering A Very Powerful Off Switch

, , , , | Working | November 13, 2018

(I work in a call center. Outside is a break room where people go to smoke. Sitting across from me is a guy sullenly eating a pizza. His phone starts to chime, and he hits a button to silence it. Again it happens, and then again.)

Coworker: “Hey, buddy! I’m on break! Can you shut off your—”

(He hasn’t finished the sentence when the guy stands up and throws his cell phone hard, past the smoking area, where it crashes hard into the pavement, shattering and splintering into pieces.)

Sullen Guy: “IT’S OFF NOW!” *walks inside without a word*

The Philippines Sent Her Back

, , , | Right | November 11, 2018

(I work customer service for a financial bank. It is Columbus Day, and the night is actually pretty slow. Most people probably assume we are closed. One of the last calls of the night:)

Me: “Thank you for calling [Bank]! My name is [My Name]. May I have your full name?

Customer: “Oh! I’m speaking to a black lady! How wonderful! You have a lovely black voice. You are African-American, aren’t you?”

Me: “I’m sorry, I don’t feel that is relevant to the call today. May I have your full name, or how may I assist today?”

Customer: “You’re not black? I usually always end up with a white lady or some lady in the Philippines.”

Will Somebody Think Of The Children?!

, , , | Right | November 9, 2018

(I work for a state-independent children’s welfare organisation, which relies on their support members to run an anonymous hotline for children to call when they’re in need of an adult to listen to them. We’re reliant on our members, so today I call around trying to make members increase their monthly support. Most people are very positive, as we make sure to thank them for their support, and praise them for the good work. In Denmark, we don’t say, “ma’am,” or, “sir,” to each other anymore unless we’re speaking to the Queen.)

Me: *talks about how far we’ve made it with the hotline, but that many children still call in our closing-time* “…so we want to be open 24 hours a day. Will you help support that?”

Member: “Why do you people call and call?! I am so sick and tired of it, and you’re losing customers because of it. Why do you continue?!”

Me: “Because we want to help children.”

Member: “Now you’re being very crude!”

Me: “I’m sorry you see it that way; I just presume you want to help children, too, since you’re a member.”

Member: “Well, then don’t be perfidious! I want you to pass it on that no one wants to be called! You’re losing members on this! JUST DO YOUR WORK!”

Me: “I will. Have a nice day.”

(Apparently, she wanted me to do my job and NOT do my job at the same time; also I was very rude because I wanted to help kids! I put her on a DO NOT CALL list.)

Unfiltered Story #124866

, , , | Unfiltered | November 9, 2018

Caller: And can I get a (premium service) taxi?
Me: well generally we require about 1/2 hour notice for that
Caller: But – its my wedding day!!!
Me: ….

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