Unfiltered Story #199957

, | Unfiltered | July 8, 2020

(I work as a receptionist and lately we have been getting a lot of calls that should be directed to another number, but the main line is constantly engaged so customers call us instead. I have only been taking these calls for a week and this is my first full day taking calls. From the moment I log on the phone starts to ring off the hook and every single customer has either shouted at me, been rude or threatened to take their own life, sometimes all 3. The previous call nearly had me in tears and I would rather hide under a rock than talk to another customer.
When the phone rings again I answer with the usual spiel followed by advising the customer that I cannot assist them as they are only through to a reception and we do not have access to the programs necessary to help her with her case. The caller is very upset and when she bursts into tears her male friend takes over the call but keeps me on speaker phone as I offer to attempt to transfer them through to the correct department. He agrees but as usual all agents are engaged in other calls and I come back to the customer feeling fearful of the reaction I will get.)

Me: *using my overly cheerful talking to customer voice* Hello sir, thank you for holding! Unfortunately all agents are engaged in other calls at the moment but I would be happy to arrange a call back for your friend.
Customers friend: Okay… So do you need my number then? *customer can be heard sobbing in the back ground*
Me: Yes please, or your friends number… Depending on which is best to reach her on. Can I also take her full name, National Insurance Number, and address?
Customers friend: Um… I guess? *suddenly very insecure*
Me: Great! Then can I have her full name?
Customers friend: Um… [first name]? um…
Me: Okay, and the last name?
Customers friend: Yeah um…
Customer: Oh my god! Give me that! *takes phone back* Yes hi, it’s [full name], my national insurance number is… *the rest is drowned out as the customers friend starts singing loudly and VERY out of tune*
Me: I’m sorry I didn’t quite catch that. Could you please repeat the national insurance number for me?
Caller: Sure it’s *words are again drowned out by the atrocious singing*
Me: I’m terribly sorry I still can’t hear you very well… Would you mind reading it out once more? *starting to feel stressed*
Caller: Okay just wait a second… *shouting at the top of her lungs* SHUT UP YOU TWATT! *the friend is now dead silent. Customer with a suddenly soft voice* So, the number is [number].
Me: *trying not to laugh* Thank you so much, and your address?
Customer: Yeah it’s *friend starts singing even louder, and if possible even worse, making it impossible to hear a single thing*
Me: *very stressed as the call is already longer than the permitted time limit* I’m sorry I can’t hear you again…
Customer: *something that might have been what or supercalifragilisticexpialidocious, I really can’t tell*
Me: Um… Y… *takes a deep breath* You have a very lovely singing voice sir! *dead silence on the other end*
Customers friend: S**t! She heard me!! *panicked voice followed by a long silence* Sorry… *sounding like a 5 year old getting scolded*
Customer: *laughing too much to speak*

(I eventually got all the information I needed and I can honestly say that this call made my day! So no matter how many more rude customers I had I only had to think of that tiny sorry and I couldn’t help but to smile!)

Unfiltered Story #199953

, | Unfiltered | July 7, 2020

I work in a call centre for a car insurance broker. Now, a basic part of car insurance is whatever type of car you have, some of the price calculation is based on if the same type of car you have has had many claims/accidents etc. with other owners – if more claims are made against it, the higher the price.
I get a call from someone who has got a new car, and updated his insurance the previous week

Customer: I have been a customer with you for years now, and my bill has almost always been the same. Now it’s gone up by £5 a month and I want to know why
Me: Well I’ll check on that for you now sir, I’ll just check on the history and see if anything has changed for you
Customer: Absolutely nothing’s changed! The price has just suddenly gone up.
*look through his policy; see the price change came from the car change*
Me: Sir, I’m sorry but I’m afraid there isn’t anything I can do for the price, it’s set by the underwriter and the new price is based on the new car; that’s what has changed.
Customer: I know I’ve changed my car, but why has the price gone up?! It’s always been the same but now it’s different!
Me: … It’s a different car with a differnt price set to it. That’s all
Customer: But what has changed to make the price go up? I’ve told you it’s been a similar price for years but now it’s suddenly shot up! Why?
Me: *explain about how the claims on cars work*
Customer: But why would it go up? All I did was change the car! I want the price to be what it originally was!
Me: *explain again*
Me: Sir, I’ve explained exactly why the price has gone up. I’m sorry if you’re unhappy with the price change but it’s just how it’s been calculated. I don’t have the ability to change the price, and even if I did I don’t have a reason to. This is how insurance works. The price has been set and that is simply it. If you have any other queries I can help with those, but if this is only about the price then I simply can’t help you, sir.
Customer: I’ll be going to look around somewhere else next year at renewal then, you’ve lost a customer!
Me: Again, that’s how insurance works, if you don’t like our price next year at renewal too, you have every right to go somewhere else.
Customer: *shocked that “you’ve lost a customer” didn’t work* Well goodbye then! *hangs up*

Unfiltered Story #199947

, | Unfiltered | July 7, 2020

Me: welcome to “Company”
Caller: Yeah I would like one of those cards.
Me: You’ve reached “Company”
Caller: Oh i thought this was “completely unrelated bank”, I got this number from google.
Me: No this is “Company”
Caller: then you’ll have to change that on google. *click
Me: …

This Issue Has Spread From Beverly Hills To New Zealand

, , , , | Right | July 6, 2020

I work in a call center doing Internet support — DSL — for a large US company. The call center is in Canada.

Me: “Thank you for calling.”

I do my standard scripted greeting.

Caller: “What are you going to do about my problem?”

Her tone of voice makes it clear she is furious about something.

Me: “Ma’am, you’re going to have to tell me what the problem is first.”

In four years of working here, this is the ONLY call I have ever had where the customer is unwilling to explain the problem.

Caller: *Growling* “Read the notes.”

She has obviously called us before and knows that we keep detailed notes of every call so that customers won’t have to reexplain things multiple times. This is fine, so I start reading the extensive notes. I have barely started, when…

Caller: *Demanding* “What are you going to do to solve my problem?”

Me: *Patiently* “Ma’am, you’re going to need to give me a couple of minutes to read all this; there is a lot of information here.”

She clearly has no patience for that, so she lays out the problem. Long story short, she and her husband had moved house and transferred their phone lines to their cell phones temporarily until they could move into their new place. I don’t know where they were staying in the meantime.

They had DSL on the old phone number and apparently ran a business on the same account — even though it was a residential account, not a business one — and they could no longer do sales activity on their website. This was dramatically hurting their business because they were no longer able to take online orders.

She had called at least a couple of times previously, explained the problem to whatever agent she got, and found the answers from the agent unsatisfactory, so she had demanded to speak to a supervisor.

The supervisor analyzed her situation and said it was an easy fix and he’d have her account working the next day. But now it is the next day and her account still isn’t working, so she is FURIOUS.

Me: “Ma’am, I am afraid that the supervisor you had spoken to was ‘mistaken.’”

I wanted to say the truth — incompetent — but knew I’d get in trouble for that since our calls are monitored.

Me: “The fundamental problem is that your DSL can’t possibly work over a cell phone. You would have to get another landline, and once you do, we can put DSL service on it. This would take at least ten days from when you get the service.”

Caller: “This problem is all your fault!”

This is even though SHE had cancelled the old landline, but I acknowledge that whoever she spoke to when she cancelled the landline — a different department in a different city — SHOULD, in an ideal world, have determined that she had DSL and warned her that that would go away when she cancelled the landline.

That calms her down somewhat and I actually feel some real empathy for her because she obviously isn’t technical — very few of our callers are — and has no experience to tell her that dropping the landline will affect her DSL. The previous people she talked to at our company had NOT done a good job with her which, sadly, was far from unusual in our company.

Anyway, now that she finally understands what happened and what has to happen to restore her service, she asks:

Caller: “Can you explain everything to my husband?”

A major part of our performance evaluation is on our “handle time” — the amount of time we spend on a call — and I am already well past the danger zone so I’m not keen on it, but…

Me: “Sure, put him on and I’ll explain it to him.”

Caller: “Well, he isn’t here right now; he’s out of town on business. You could call him.”

Me: “Where is he?”

Caller: “New Zealand.”

I ask a supervisor if we have any kind of tie line to New Zealand, but no one knows; it is very unlikely since the company has no operations there and no reason to call New Zealand.

Me: “Ma’am, I have been making extensive notes. He should call back at his convenience — we operate 24/7/365 — and whatever agent he gets will be able to explain the situation and the resolution to him based on my notes.” 

She was satisfied with that and left the call. As I concluded my notes, I finally had a chance to see where this woman lived, and it was on Beverly Hills Boulevard in Beverly Hills, a very posh street I’d driven down once on vacation!

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Store Coupons Work In Store, As In OUR Store

, , , | Right | July 6, 2020

Me: “Thank you for calling [Retail Company]; my name is [My Name]. What can I help you with today?”

Caller: “Hey, are you associated with [Clothing Retailer]? Or [Furniture Store]?”

Me: “No, I’m afraid we’re not. Our sister companies are—” *Lists off four different stores*

Caller: “Do you know if [Clothing Retailer] accepts your coupons?”

Me: “Well, they’re a different company, so I don’t think they would. I’m not sure if they accept competitors’ coupons.”

Caller: “Find out.”

Me: “I’m sorry, sir. I can’t find out. They’re not one of our stores. There’s no way for us to find out if they take our coupons.”

Caller: “Well, call them and find out!”

Me: “I’m… sorry? I have no way to find out from them. I can’t call them to find out if they take our coupons. They’re not associated with us.”

Caller: “Then, get me your boss! They’ll know!”

Me: “Uh… Okay. It’ll be just a moment.”

Caller: “Send me to your leaderrrr!”

I transferred him over to our supervisor, who told him the same thing I had about which companies are associated with us. He then yelled at her and told her that we didn’t care about our “customers” and hung up on her.

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