Taking Account Of Your Actions

| VA, USA | Awesome Workers, Holidays, Money, Theme Of The Month

(I have been recently hospitalized and underwent emergency surgery, and my husband and I lost a lot of work because of it. I’m a little behind on bills but doing what I can. I come to payment arrangements with multiple creditors, including one I have been continuing to receive phone calls from.)

Caller: “Hi, this is [Caller] from [Credit Card Company] looking for [My Name].”

Me: “Hi. Yeah, this is she. I think I know why you’re calling.”

Caller: “Yes, ma’am. I see here that—”

Me: “You know, I’ve been getting calls from just this company for almost two weeks. We have a payment arrangement. I’ve talked to just about every branch over there.”

Caller: “Yes, I understand—”

Me: “And you are still coming after me! I’m giving you what money I’ve got when I can! Don’t you even read the notes on the account before you call? Do you even know anything about this? Or are you just an air-headed vampire that doesn’t give a d*** whose blood you’re sucking out?”

Caller: “Ma’am, I am sorry to bother you, but I am calling regarding a broken agreement.”

Me: “Uh… pardon?”

Caller: “Yes, ma’am. It appears we tried to follow through on your previous payment agreement, but your bank indicates that checking account was closed. Have you changed banks recently?”

Me: “Um, yeah. I thought I changed everything over, though.”

Caller: “That’s understandable. There’s a lot to think about when opening new accounts. So I’m just calling to see if you wanted to reset the payment arrangement with your new account.”

Me: “Yes, absolutely!”

(After several minutes of setting up the new checking account with the credit card, during which time the caller was amazingly polite, funny, and understanding, we got everything straight. I then asked to speak to her supervisor.)

Supervisor: “Yes, ma’am! What can I do for you?”

Me: “I spoke with [Caller] and she was just amazing. I treated her like crap and she remained respectful and courteous. She was very professional and didn’t belittle me. She was awesome. In the end, I’m giving you money, and I’m happy about it. You have some great people over there. So please give her some recognition or something, because I was a b***, and I can’t say that I would’ve treated me as graciously as she did. Thumbs up, sir!”

Supervisor: “Thanks for the feedback. Have a great day, ma’am!”

(Suffice to say, that lesson was my Christmas present.)

Scream If You Wanna Hang Up Faster

| Plymouth, England, UK | Bizarre, Top

Me: “Hello, you’re through to the billing department. How can I help you?”

(All I hear from the customer is a high-pitched, incoherent screaming.)

Me: “Sir? Hello? I can’t understand what you are saying.”

(Still screaming.)

Me: “Sir, if you could just calm down and tell me the problem, I’m sure I can figure it out.”

(The customer keeps screaming. I hang up. Two minutes later, my colleague takes a call.)

Colleague: “Hello, you’re through to the billing department, how can I help you?”

(Incoherent screaming.)

Colleague: *looks at me* “It’s for you.”

A Higher Voice Is Not A Higher Power

| IL, USA | Liars & Scammers, Top

(I overhear my coworker’s portion of a call.)

Coworker: “Thank you for calling [account name]. My name is [name]. May I have your name and membership number, please?”

(Looking at his screen, I can tell the account information he’s given pulls up a woman’s account.)

Coworker: “Thank you, sir. Now, I see that this account is under a woman’s name. Are you calling for a wife or family member?”

(While he does this, he’s checking the account to see if anyone besides the account holder has permission to speak.)

Coworker: “Okay, well, I’m very sorry to say this sir, but you are not authorized to speak on this account. Your wife would need to contact us.”

(A moment or two passes.)

Coworker: “Sir, placing me on hold for a few seconds, and then trying to speak in a higher voice will not fool me into thinking you are your wife. Especially as you already told me that she is out of town, in a meeting, and cannot call us herself.”

Weekly Roundup: Call Center Chronicles

| Not Always Right | Roundups

Call Center Chronicles! They may seem faceless, but call center employees are constantly faced with anger, stupidity, and difficult customers on a daily basis!

  1. Nothin’ Like Some Tough Lovin’ (3,951 thumbs up)
    A caller finds out the “childish” cause of some adult card charges, and dishes out some adult justice!
  2. He Wants The Google (2,586 thumbs up)
    A tech-illiterate customer finds out the expensive, multi-billion dollar difference between *using* Google and *buying* Google.
  3. That’s Assuming If A Woodchuck Could Chuck Wood (5,986 thumbs up)
    If you ask this call center employee a stupid question, you’ll get a bunch of woodchucks!
  4. The Commute Must Be Out Of This World (2,778 thumbs up)
    A surveyer makes a very, very, very long-distance call… to the planet Qinjax.
  5. Even Paranoid Racist Nutjobs Have Bad Days (4,203 thumbs up)
    A racist caller finds out that bigotry is no challenge for diversity!

PS #1: check out our new Extras section, with pictures, videos, and news galore!

PS #2: Read more roundups here!

Courage Under Fire, Part 2

| Harrogate, Yorkshire, UK | Bad Behavior, Theme Of The Month, Top, Wild & Unruly

(I am a supervisor at a car contract hire leasing company. The fire alarm goes off, so I call to my colleagues to apologise, hang up their calls, and leave NOW. One colleague is left as everyone files out. She is trying to talk over the very loud sound of the fire alarm.)

Colleague: *to customer on phone* “I’m sorry, the fire alarm is ringing and we have to evacuate. If you give me your number, I’ll call you back after.”

(I can hear the sound of irate shouting from the customer on the phone.)

Colleague: “Yes, but the fire alarm is ringing and we’re evacuating. If you won’t give me your number, can you call back later?”

(Sounds of more irate shouting.)

Colleague: “No, that’s the fire alarm. I can’t turn it down.”

(Sounds of yet more shouting.)

Colleague: *to me* “I don’t know what to do.”

Me: “Leave by the fire exit now.” *I take the phone*

Me: “Hello, I’m [name] and I’m the supervisor. The fire alarm is ringing. It’s not a drill and I’m going to have to terminate this call.”

Customer: “Where’s the f***ing b**** I was just talking to? I want her f***ing name. I will not be f***ing treated like this! It’s only a quick f***ing query, why won’t you f***ing answer it, you bunch of f***ing c****?!”

Me: “This building is on fire as far as we can tell. Call back later.”

Customer: “All I f***ing want is for someone to work out my early termination fee. That’ll only take five or ten minutes. What’s f***ing wrong with you people?”

Me: “The fire brigade is here.” *sound of sirens outside* “Frankly, sir, and I mean no disrespect, but people like you are not worth dying for. Call back later.”

Customer: “How dare you! I’m f***ing paying your f***ing—”

(I hang up and run down the fire escape. A few hours later, once the fire on the roof was put out the customer called back. He was very apologetic; he’d told his wife about the outrage he’d suffered. She pointed out how much of a dick he had been. He decided she was right.)

Courage Under Fire

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