Got His Harass Handed To Him

, , , , | Legal | December 6, 2018

(I’m a supervisor on a computer helpdesk. One of my tasks is to listen in on calls to check if agents are giving customers the required service. Listening in on a call, I overhear a customer being very rude to an agent. He’s calling her various foul names like slut and whore. She’s just trying to help him the best she can. The girl is nearly in tears, so I decide to teach this customer a lesson. I tell the agent to end the call because I’ll be taking over. This is how the conversation goes.)

Me: “This is [My Name]. I overheard the conversation you had with my agent and I decided that your support contract just ended. Any problem you have with your computer is no longer our concern.”

Customer: “You can’t do that. I have rights. I will sue you.”

Me: “Please do. We have recorded your call, and we will press charges for sexual harassment against you. Since you were so kind to provide us with your name and address, the police won’t have any difficulty finding you.”

Customer: “You don’t have the right to do this.”

Me: “You mean that we don’t have the right to report a sexual offender to the police?”

Customer: “I’ve got contacts. I’ll have you fired.”

Me: “Sure, but first you’ll have the police on your door.”

Customer: “You can’t do that to me.”

Me: “I can. And we will. Have a nice day, sir.”

(I contacted our legal counsellors and they told me to press charges. We did report him, and we handed over the recordings and the witness statement from the agent. He did get to do community service and had to pay a substantial sum to the agent. My employer didn’t have any problem with the way I handled the problem. He still uses this story as an example of how his company stands behind the employees. The agent got counselling and a few weeks off to recover. She’s still working for us.)

The Customer Hanging Up Is The Cherry On Top

, , , , , | Right | December 6, 2018

(I work at an inbound call center. I have been doing the same job for years and have never received a complaint like this one.)

Me: “You’ve reached [Department]. My name is [My Name]. Please be advised that this call is recorded.”

Caller: “Good!”

Me: “How can I help you today?”

Caller: “That other agent I talked to, I couldn’t understand a word she said. It sounded like she was talking with a candy bar in her mouth. Couldn’t understand a word.”

Me: “I’m terribly sorry about that, sir. I’ll be sure to forward that information on, but in the meantime, if at any point you aren’t able to understand me just let me know. How can I assist you today?”

(The caller goes on to explain a problem that I am unable to resolve in my department, so I inform him that I will need to reach out to a different department to address his concerns, only to have him suddenly cut me off, yelling.)

Caller: “I can’t understand any of you! You’re all eating f****** desserts! Just forget it!” *click*

(I can’t speak for the first person he spoke to, but I certainly wasn’t eating anything… though that call made me want some sweets!)

We Offer Both Family And Infidelity Plans!

, , , , | Right | December 4, 2018

(A man calls in to ask why his phone bill is so high. He is on a 700-minute family plan; his phone used 650 minutes, his son’s phone used 10 minutes, and his wife’s phone used… 720 minutes. I can see the call list on her line, and it seems she’s been calling someone in another state twice each day. I attempt to explain this to him:)

Me: “I’ve found the issue, sir. Your wife’s line used 720 minutes last month, and since you have a 700-minute family plan, that’s why your bill is so high. I can upgrade you to the 1400-minute plan for [price], though that would still put you over your limit for last month.”

Caller: “My wife did not use her phone. You made a mistake.”

Me: “I have the call log here to show all the calls, and there’s one number in Houston, Texas, that comes up twice a day. I can send you the call log, if that helps.”

Caller: “I don’t believe you. The call log doesn’t prove anything. She doesn’t know anyone in Houston. You made a mistake. She never uses her phone.”

Me: “Uh, have you asked your wife about whether she has been using her phone?”

Caller: *to his wife* “Have you been using your phone?”

Caller’s Wife: “No, I haven’t.”

Caller: “She says she hasn’t been using her phone, so it’s your mistake.”

Me: “Uh, okay, well… Let me transfer you to our fraud department so they can figure out who has been using her phone to call Houston twice a day.”

(I hope she is enjoying her new life with her Texan boyfriend.)

Please Do Not Incite Fraud

, , | Legal Right | December 3, 2018

Caller: “Hi, I’d like to know about [Daughter]’s prescriptions.”

Me: “And is your daughter under 18?”

Caller: “No, she’s gone away to university.”

Me: “And is there a note on her account saying we may share her information with you?”

Caller: “I don’t know.”

Me: “Okay, I’ll check.” *gets necessary details to find the account* “I am sorry, but there is no note, so unfortunately it’s illegal for me to share that information with you, as your daughter is over 18.”

(The caller loses her temper.)

Me: “I am very sorry, but it really is illegal and would cost me my job.”

Caller: “So if I called back and said I am her, could you then tell me?”

Me: “That would constitute fraud.”

Caller: “Yes, but how would you know? Can’t I just do that?”

Me: “I am afraid that would be fraud, which is illegal. Anything else I could help you with today?”

Caller: *click*

(You seriously expect me to tell you that you should break the law over a phone call, which as you were informed at the beginning, is being recorded?)

A So-Called Engineer Can Only Fix So-Called Problems

, , , | Right | December 2, 2018

(I work in a call centre for an Internet and home phone provider. A customer rings in, very angry and shouting at me.)

Customer: “Fix my phone! Ever since your so-called engineer installed my broadband, it’s had issues.”

Me: “Okay, what is wrong with the phone?”

Customer: “Just fix it.”

Me: “I need to know what’s wrong with it.”

Customer: “Can’t you tell it’s not working?”

Me: “No, I need to you to tell me what’s wrong.”

Customer: “It’s not working; you should know this.”

Me: “Do you have a dial tone?”

Customer: “You have no right to know that.”

Me: “Well, if you won’t tell me what’s wrong, I can’t help. So, if I can’t do anything, I will have to end the call. Bye now!”

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