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Do Things Different So Faro From Home, Part 2

, , , , | Right | April 19, 2021

I’m working at an emergency call centre line that deals with car insurance regarding accidents, flat tyres, cars not starting, etc.

In Portugal, we speak Portuguese. Many of my colleagues don’t speak or understand English, let alone speak it fluently. I, however, have a British accent, so whenever a difficult English-speaking customer rings, they usually transfer the call to me.

Summer is our busiest time of the year and we have about twenty calls on hold. My caller is a furious American woman.

Caller: “It is unacceptable that you people don’t have an English-speaking option! It takes forever to find someone who can speak English!”

Me: “Right, sorry about your wait. What is your emergency?”

Caller: *Calmer* “Oh, nothing, it’s just that I’m an old lady that lives and drives alone, especially at night time during winter when it’s raining, and I just switched insurance companies, so I wanted to know how long it would take for you to answer my call.”

Me: “I’m sorry, ma’am. You’re not in need of any sort of help or danger, and you just called at our busiest time of the year and held up our lines just for a test run?”

Caller: “Yes! And it took you too d*** long to find someone to speak to me in English!”

Me: *In my best customer voice* “Okay, ma’am, I assure you that should you run into any sort of car trouble during wintertime and ring us up, we’ll have someone to answer your call immediately. So, at this particular time, if that will be all, I’m going to ask you to hang the phone, seeing as this is our busiest time of the year and I have real emergencies to attend to.”

Caller: “I sure hope you do. I’ve been living in Portugal for five years alone and can’t be left stranded by myself in case I have car problems in the middle of the road.”

Me: “So, you’re saying you’ve been living here for five years and haven’t bothered to learn the native language? And you expect that everyone you come into contact with knows how to speak English? I should warn you right now that the tow truck drivers we send in cases of emergency speak only Portuguese, and it will be with them directly that you’ll have to deal with.”

Caller: “Then you should report it to your supervisor.”

Me: “Right. If that will be all, goodbye.”

Related:
Do Things Different So Faro From Home

Don’t Be A Boob; Be Sweet, Instead

, , , , , | Working | April 16, 2021

This happened over ten years ago. I worked in a call centre. We had a coworker whose son used to be the Operations Manager at our call centre. Why is he no longer the Ops Manager, and in fact no longer employed there at all?

[Son] was not liked at all. He was smug, superior, and dismissive of everyone at or below his level in the call centre. His mother used the fact that her son was the Ops Manager to bully people. If you scored well when you were having a call monitored, you could earn a bonus. She scared all the supervisors into always giving her the bonus, even on days when she didn’t really deserve it.

One day, [Son] needed to speak to one of our supervisors. He called out to her, “[Supervisor #1].” She ignored him. He called out again, “[SUPERVISOR #1].” She continued to ignore him.

[Supervisor #1] had an ample chest, and when she crossed her arms, they tended to rest on top of her chest, so seeing her arms crossed, [Son] took his pencil and turned it around with the eraser end out and poked [Supervisor #1] in the side of her chest just under her arms. “[SUPERVISOR #1]!” 

Up until that point, the company had never made us watch anti-workplace harassment videos, which included a segment on how to recognize sexual harassment and what to do if there’s sexual harassment in your workplace. Because of what [Son] did to [Supervisor #1], we all then had to spend one day watching that series of videos and signing forms stating we understood what we just watched and agreeing to abide by the anti-harassment rules. [Son] was, of course, fired for sexual harassment.

Since her son was fired, [Coworker #1] had far less power, but she was still d***ed intimidating and some supervisors remained afraid of her and gave her high marks anyway, whether she earned them or not. She was bitter about [Son] being fired like that and made it clear all the time.

One day in my phone cubicle section, where a group of people on the phones would be managed under one supervisor, I got to sit with a really lovely lady we’ll call [Coworker #2]. She was funny, intelligent, and really nice. She had brought a bag of hard candies to work and went up and down our cubicle section, laying a piece of sanitary, individually-wrapped candy at every station so that every person would start their shift with a little bit of happiness. She made sure to give a piece of candy to our supervisor, [Supervisor #2], too. She then went to her locker to go put the candy away and get ready for work.

It was just me and [Supervisor #2] when [Coworker #1] walked up, and I saw she would be in our section. I secretly groaned. [Coworker #1] picked up the piece of candy at her desk and her eyes grew wide. She then suddenly barked out, “Who did this?!” waving the candy menacingly. I gave her an “I don’t know” face and looked away. There was no one else at our section yet and [Coworker #2] was still back at her locker, so [Coworker #1] marched up to [Supervisor #2].

Coworker #1: “Who did this?!”

Supervisor #2: “Who did what, [Coworker #1]?”

Coworker #1: “Who put candy at my desk?!”

Supervisor #2: “I don’t know, [Coworker #1]. I wasn’t here when it happened.”

He knew better than to say anything or [Coworker #1] would go on a rampage after [Coworker #2].

Me: “There’s a piece of candy at every desk. I don’t think someone was trying to bother you.”

[Coworker #1] narrowed her eyes at me and then ignored me.

Coworker #1: *To [Supervisor #2]* “This had better not happen again! Do you hear me?!”

She then threw the candy away in the trashcan under [Supervisor #2]’s desk and went off to the bathroom, out of sight. In that time, [Coworker #2] came back to the section and my face was nearly splitting in half from trying to hide my laughter. She asked what was so funny and I filled her in entirely on [Coworker #1]’s reaction. [Coworker #2] got this evil, Grinch-like smile on her face, took the piece of candy she meant to keep for herself, placed it on [Coworker #1]’s desk where the original piece had been placed, and waited, schooling her expression to be everyday-bored like most of us had while working there.

More people had begun to show up in our section, so it wasn’t really obvious who put the candy back on [Coworker #1]’s desk. When [Coworker #1] came back, her eyes popped out of her head so widely I’m surprised they didn’t push her glasses off of her face. She picked up the new candy piece, SHAKING WITH RAGE. She marched right up to [Supervisor #2] and began barking at him louder while waving the candy right in his face.

Coworker #1: “You know what this is, [Supervisor #2]? Do you know. What. This. Is?!”

Supervisor #2: “No, [Coworker #1]. What is it?”

Coworker #1: “This!” *Shakes it more violently* “This is sexual harassment!

[Coworker #2] and I were about to DIE but we kept our faces straight as best we could. [Coworker #1] had so focused her anger on [Supervisor #2] that she didn’t even notice us anyway.

Supervisor #2: “No, [Coworker #1], this is not sexual harassment; it’s a piece of candy.”

Coworker #1: “No! It is sexual harassment!”

[Supervisor #2] had had enough by this point.

Supervisor #2: “You either need to sit down, [Coworker #1], or you can go home and we will mark you as a no-show, but this stops now.”

She finally shut up, sat down, and got ready to work, but she grumbled the whole rest of the day.

[Coworker #2] and I had the best break time ever that day, secretly snickering about all that.

Can’t Hear You Over The Sound Of Your Ovaries, Part 12

, , | Right | April 15, 2021

I am a female working in the call center of an industrial supply company; we sell screws, pipe fittings, etc. All call center employees are trained to answer basic questions about our products — dimensions, color, material, and even basic usage instructions, depending on the product, and of course, pricing and availability.

I don’t have exact statistics, but in my experience, the vast majority of questions can be answered by simply READING our very detailed website. A version of this call happens literally every day for me and other female employees.

Caller: “I’m going to need you to connect me to a tech guy to answer a question about this for me.”

Me: “Yes, what information do you need to know?”

Caller: “You don’t understand; this is a tech support call. I need the tech guy.”

Me: “I understand perfectly, and I am in tech support. What can I help you with?”

Caller: “I don’t want to have to repeat this information again.”

Me: “If I can’t answer your question right away, I have the means to find out for you. What. Do. You. Need. To. Know?”

At this point, the caller, with varying levels of incredulity in his voice, will finally tell me what they need to know. Eight out of ten times, it’ll be a dimension or other characteristic that is listed on our site. Of the two times where the information isn’t listed, about half of those will be listed in the information that employees have access to that we don’t publish. And yes, one out of ten will have to go to “techier” tech support employees to get answered, some of whom are, in fact, female.

Related:
Can’t Hear You Over The Sound Of Your Ovaries, Part 11
Can’t Hear You Over The Sound Of Your Ovaries, Part 10
Can’t Hear You Over The Sound Of Your Ovaries, Part 9
Can’t Hear You Over The Sound Of Your Ovaries, Part 8
Can’t Hear You Over The Sound Of Your Ovaries, Part 7

No Hope Is Left

, , , | Right | April 14, 2021

A customer calls in looking for help with her computer.

Me: “I need you to click the start icon on the bottom left-hand corner.”

Customer: “Your left or my left?”

Refuses To Adjust Their Understanding

, , | Right | April 8, 2021

I work customer service support for an insurance company. When adjusters aren’t available, we do our best, within our authority, to help our insured. An older lady calls about her home claim for water damage, and the adjuster is already on a call. I ask how I can help.

Caller: “I’m just confused, because the adjuster told me the cleaners would come tomorrow morning, but they showed up today!”

Me: “Oh, I see that the person in charge at the cleaners’ changed, so that might have changed the schedule. They didn’t call beforehand?”

Caller: *Already starting not to listen* “But the adjuster said they would come tomorrow! Are they coming today instead? Or are they coming tomorrow?”

Me: “Well, if they did the work today, they won’t come back tomorrow. Could they clean when they were there earlier? Or were you not available?”

Caller: “What? I don’t understand what you’re saying!”

Me: *A bit louder* “Were they able to clean when they came today?”

Caller: “I can’t understand you!”

Me: *Louder still* “I’m sorry, ma’am. Do you not hear me well or don’t you understand what I’m asking?”

Caller: “Oh, now I understand you.” 

She doesn’t answer my question.

Caller: “So are they coming today, period?

Me: “I don’t know, ma’am. Did they do the work?”

Caller: “The adjuster said they would come tomorrow morning!”

I’m giving up. All my coworkers around me are holding back laughter.

Me: “Yes, ma’am.”

Caller: “Because they said they would come back tomorrow morning. I wasn’t ready. But I was confused!”

Me: *Mentally banging my head on the desk* “If they said they’re going to come back tomorrow, they will be back tomorrow.”

Caller: “Really?”

Me: “Really.”

Caller: “Okay. Goodbye.”

And she hung up! It was only nine am. Thankfully, those calls are rare.