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Cappuccino-No-No, Part 12

, , , , , , | Right | February 29, 2024

I’m Spanish, but I work as a barista in a coffee shop in London, UK. A seventy-plus-year-old British guy is ordering.

Customer: “One cappuccino.”

Me: “Of course!”

Customer: “Do you know where the word ‘cappuccino’ comes from?”

Me: “It’s from the Italian words ‘small capuchin’, which is a type of—”

The customer immediately interrupts me, seemingly annoyed that I seem to know something he was very much looking forward to mansplaining to me.

Customer: “No, it means ‘hood’ in Spanish.”

Me: “That is not true.”

Customer: “No, it is. I’m a professor.”

Me: “And I have considerably more experience in being Spanish than you.”

Customer: “No, you’re wrong. Cappuccino comes from the Latin ‘capus’, which means hat.”

Literally none of that is true. Then, he just started repeating the word “cappuccino” at me at different speeds, in a fake Italian accent. 

Related:
Cappuccino-No-No, Part 11
Cappuccino-No-No, Part 10
Cappuccino-No-No, Part 9
Cappuccino-No-No, Part 8
Cappuccino-No-No, Part 7

Welcome To The Call Center Centrifuge, Part 3

, , , , , , , , | Working | February 27, 2024

I receive the dreaded email from my ISP telling me my eighteen-month contract is over, and next month, my bill will go from £20 to £51! Yup, more than 150% increase. The comparison sites show that there are plenty of providers (including my current one) that offer new customers a similar package from around £27. 

Obviously, it is time to change ISPs, but first, I have to cancel this one. I log into my account, but there are only options to increase your package, not downgrade or cancel it. I look back at the email, and they only offer a phone number. This is where the fun starts.

I call the number, select “cancel my service” from the menu, and go through security questions with the bot. The voice then tells me that wait times are very long and asks if I would like to switch to SMS, instead. I decide that’s better than a phone call!

SMS chat begins, again with a series of questions with a bot. Then, it tells me that SMS service isn’t available, and I must switch to WhatsApp

WhatsApp conversation begins with a bot, as above, and this time after the questions, it tells me that web chat is three times faster. Would I like to switch to that? Sure, I guess. It sends me a link to some third-party website that is generic, so why wasn’t it on the email?

The web chat bot repeats the same security questions and then tells me the wait is currently about fifteen minutes. Great, I was planning to be at home for the next hour. Forty-five minutes later, nothing. I type something, and the bot responds asking me if I want to keep waiting. I say no, expecting it to offer me something to pick up the chat later, but it just ends abruptly.

I go back to WhatsApp, thinking that even if it’s slower than the web chat, I can just reply at my leisure. But WhatsApp is bot-only. The offer of a human agent was a lie. Each discussion is quickly terminated with a link to the useless web chat.

Finally, I put on my Bluetooth headset and call the original number again, resigning myself to an afternoon doing the housework while listening to hold music.

But here is the twist!

The phone is answered within a couple of minutes. After going through the security stuff — again! — he asks me what the issue is.

Me: “I don’t want to pay £51.”

After a few seconds of tapping, he says:

Employee: “I can get that down to £17 a month.”

I was gobsmacked. That was a third of what they had tried to charge me, half of what I was prepared to accept, £10 less than any price I had found, and £3 less than I was paying already! I was so happy, I thanked him multiple times and gave him five stars in the feedback.

I guess it makes sense. I’m a low-friction customer; this is the only time I have contacted them, and though I have quite fast Internet, I am not taking advantage of it most of the time. 

I wrote this to share the Rube Goldberg-like device they use to stop you cancelling, but now my story has a kicker! I just logged into my account, and there, staring at me was my next bill: £51! I checked the contract and it was all good, but then why was I being charged £51?

Honestly, the next call would require a separate post longer than this one (which I may write), so I will just say that my account is currently £33 in credit, and I am quite curious to see what they do next month!

Related:
Welcome To The Call Center Centrifuge, Part 2
Welcome To The Call Center Centrifuge

Loopy, Lost, And Looking For Learning

, , , , , , , | Friendly | February 25, 2024

The city I live and work in is one of the largest in the UK and has several universities in it. I work in the city centre and live close enough to commute on foot. I usually walk home on a major route that, if I were to follow it past my street and on for another half a mile or so, would lead to the largest and most famous of these universities. 

It’s spring, and there are a lot of potential students coming to the city to look at the different university campuses, take tours of the buildings, and generally try to prepare for their future. The city can be hard to navigate, so I like to keep an eye out for them and give directions where I can.

One day, I am at a point on my walk home that’s almost equidistant between the largest university and the two universities nearest to where I work. I spot two confused-looking young people. They are dressed in an eclectic mix of clothing that gives that hint of trying too hard to be quirky. One is looking around, looking half-asleep and helpless. The other is glowering with tightly folded arms and an about-to-ask-for-the-manager expression of rage.

Being too nice for my own good, I ask if they are lost.

Sleepy: “Yeah… We’re trying to get to the university.”

Me: “Okay, I can give you directions. Which one?”

I can almost hear the row of dots coming off them.

Sleepy: “…”

Grumpy: “…”

Sleepy: “There are two?”

Me: “Well, I’d say there are three in walking distance of here. What’s the name of the one you want to go to?”

Sleepy looks to Grumpy for help, but Grumpy just harrumphs.

Me: “Is it [University #1]?”

Sleepy: “Uhhhhh…”

Me: “[University #2]?”

Sleepy: “Uhhhhh…”

Me: “[University #3]?”

Sleepy: “…What was the second one again?”

Me: “[University #2]?”

Sleepy: “What was the first one?”

Me: “[University #1]?”

Sleepy: “What was the second one?”

This goes on for some time. Grumpy is no help, clearly getting angrier and angrier in the manner of a toddler whose mother is spending too long chatting outside the supermarket. 

Me: “Look, do you want to call somebody to ask? One of your friends or your family, maybe?”

Sleepy: “No! Our parents said we wouldn’t be able to do this by ourselves! We have to do it by ourselves! Help us!”

Me: *Ignoring the irony* “Well, can you remember anything about the university you’re trying to go to? What course you were interested in? What the logo looks like?”

Sleepy: “It’s in a train station.”

Me: “…Do you mean the train station called ‘University’?”

This is a mainline train station within the campus of the largest university — the one in the direction I’m walking.

Sleepy: “Yes, the university is in it. I think it must be the biggest station in the city.”

Me: “No, University Station is on the campus of [University #1]. Is that the one you want to go to?”

Sleepy, confused beyond the ability to speak, looks at Grumpy. Grumpy does an eye-roll the size of a planetary orbit, grudgingly pulls a sheet of paper from somewhere, and hands it to Sleepy. Sleepy holds it out to me. It’s a flyer for an open day at [University #1]. 

I decide that these two can’t be left to their own devices. I’ll help them find the campus and, hopefully, somebody there will help them get home after they do whatever they are going to do there.

Me: “Okay, I’m heading in the direction you need to go in for [University #1], so how about you walk with me? I can’t go all the way to the campus with you, but I can get you on the right street.”

They both agree, and we set off. I think they might like to chat about the city, but my attempts at conversation are met with looks of terror from Sleepy and glares from Grumpy. After we cross a major road at a pedestrian crossing, they decide to walk about five feet behind me, and every time I turn around to check on them, they are staring fixedly at me. I notice other pedestrians and even drivers giving us weird looks.

By the time we get near my building, I am seriously regretting trying to be helpful. I am at the point where I can safely part ways with them, though.

Me: “To get to the campus, you just keep going down this road. Walk another ten minutes or so. Don’t take any turns or cross the road. You’ll see a big building on the left with a huge banner hanging up on the front of it, saying what it says on your flyer. You can’t miss it. Go into that building and ask one of the staff where you should go. Okay?”

Sleepy: “Yeah.”

Me: “Any questions?”

Sleepy: “Uhhhh… no.”

Not foolish enough to expect thanks at this point, I walk up a side street, cross, go through the small gate that leads into the side of my building’s grounds, walk around to the front of the building, and take out my keys to go into the foyer.

Then, I turn my head and realise that the two have followed me.

Sleepy: “Is this the university?”

Me: “No. Go back to the corner where I spoke to you earlier, and then walk in the direction I told you to.”

Sleepy: “Oh! You were giving us directions!”

Grumpy: *To Sleepy* “Ugh, why are we even here?”

I just went inside.

That was a few years ago. I’ve helped out countless other visitors to the city since, and I’ve never met anybody who had as much trouble as those two. I sometimes wonder if they got into university, and if so, what they studied. I also sometimes wonder if they are still shuffling helplessly around, looking for something that might be a train station, hassling innocent bystanders, and avoiding calling their parents.

I think they might be.

An Exhausting Commute To Victory

, , , , , , , , , , , , , | Working | CREDIT: According-Air5665 | February 24, 2024

This one is a small victory but was super satisfying for me, so I wanted to share.

I worked for a large international accounting firm with offices all over the country. Our boss was well-liked until she became the boss. She was a smiling assassin type who only cared about her position and looking good in front of the higher-ups. She was all about “the numbers”, even if what we had to do to get to those numbers didn’t make sense.

My team — about twelve of us — was primarily based in the London office, but once a week (per my contract and everyone else’s), we were required to work in a remote office ages from London. This place was miserable. It was a building in the middle of nowhere, with one tiny corner shop for snacks, next to a motorway. The closest place to eat was a fifteen-minute drive away. We all hated it. But hey ho, it was only once a week.

When [Boss] got promoted, her sole life mission was to cut costs. She tried everything from stopping overtime, to telling us we had no stationery budget for pens and had to take from other teams stores, to allowing only one meal on social drinks — and making comments at the meal when someone chose theirs to be the more expensive option, e.g., “Are you really choosing that? It’s expensive. I’m not sure we are going to have enough budget.” This is considering that all other teams went for large fancy dinners all the time, unlimited drinks, etc.

At one point, [Boss] decided that the miserable location should be our primary office and she wanted us all to go there four days a week instead of one. All but one of our team was living in London. This meant, for me, a two-and-a-half-hour journey one way instead of an hour. After a few months, this really took its toll. The assistant manager (a friend of mine) told me [Boss] had said in passing to him that this office was less of a cost on our team budget than the London office. What a shock.

I decided to speak to Human Resources and see what my options were — maybe get an exception? Well… it turned out we had a policy that anything over your normal travel hours to the closest office location to your home could be used as your working hours. That meant the extra hour and a half each way would be considered working hours, so I could arrive at 10:30 am instead of 9:00 and leave at 4:00 pm instead of 5:30.

Also, if trains and things were delayed or cancelled, that would also be included in working hours. This happened often as this place was in the middle of nowhere, so trains were infrequent, so I would often arrive at 11:30. I forwarded the emails with HR to [Boss] and explained how I would be complying with this policy. She agreed — BUT, in a meeting, she tried to tell me this was an exception for me and to not tell anyone else.

Well… I told everyone else.

And we all began complying with the policy. This meant we spent less time in the office, and productivity dwindled. [Boss] mentioned this a lot in meetings. I would often (respectfully) point out that it didn’t make sense to force us to travel to this office, and I would point out its effects. I was the main one speaking up about this.

A few months later, [Boss] told me I could go to five days in the London office, but again, this was a “special arrangement” for me, she “appreciated me”, and she was “making accommodations only for me”. She also said she would tell everyone I had “special circumstances that allowed me this arrangement”, and I had keep our conversation confidential. I honestly think she just got fed up with me pointing out how our productivity was lower only because she made us travel there four days a week.

Of course, I complied, but the team noticed I wasn’t with them. Let’s just say that it caused a bit of a riot. I didn’t say anything, but they figured it out themselves — no special circumstances here. Slowly but surely, one after the other, my colleagues started joining me in London — getting their own “special arrangements” with [Boss].

At some point, the majority of us were in London. Eventually, it was just [Boss] and the only other local colleague at that office while we were in London. We all had a good chuckle about when [Boss] would cave. It took a good few weeks.

Then, we got an email informing us that our permanent location going forward would be London (five days a week), and the one local employee to that terrible office would work from home and come in once a month.

It may have happened anyway, but I’d like to think that me speaking to HR and finding that policy at least had a hand in getting us moved back to London.

As for [Boss], I could go on about so many stories with her, but I did eventually leave (for other reasons directly related to her). Unfortunately, she is still in the same position at that company. I do however enjoy seeing her checking my LinkedIn profile from time to time — and hopefully noticing that since I left I have gone from a junior to the same position as her.

Good Managers Are Scream-Savers

, , , , , , , | Working | February 22, 2024

I was consulting, and I was working at a customer site helping them install a new system. The customer’s engineer and I hit a point where we were waiting for updates to install on the computers, so we went for coffee. We bumped into the IT manager, who asked for a quick statement as to where we’d got to.

As we were talking, we heard one of the helpdesk operators answer her phone. She did the welcome script and then paused to listen. After a short pause, she said:

Helpdesk Operator: “Do some work, then.”

[IT Manager] just stopped, mouth open, and stared at her.

Helpdesk Operator: *Slightly nervously* “The user called and said that they didn’t like the new screensaver we rolled out, so I suggested a workaround.”

IT Manager: “I have no problem with that. If you get a complaint, send it to me.”

Our discussion continued after a short laughter break.