Towering Complaints

I work in a call center selling a certain kind of Internet. One of the selling points of this Internet is that we restrict the addition of new subscribers in an area, so although someone has coverage in their location, we still may not be able to provide them service, and selling Internet to someone who can’t use the service results in getting fired.

Me: “Thank you for calling [Company]; this is [My Name]. What’s the zip code where you’re looking to establish service?”

I get her address and find she doesn’t have service.

Me: “Ma’am, I’m sorry. It doesn’t look like we’re going to be able to provide you service.”

Customer: “You can’t provide service?”

Me: “No, ma’am, according to my system, the tower in your area is full.”

Customer: “Well, that is ridiculous! My neighbor has service!”

Me: “Yes, ma’am, as I said, the tower in your area is full, and we are unable to add any new subscribers.”

Customer: “Just give me the service!”

Me: “Ma’am, I cannot do that, because if I do, I’ll get fired.”

Customer: “Well, I want the service! Kick someone off the tower to give me a spot!”

I start getting very annoyed that this woman isn’t understanding what I am saying, so I start having fun.

Me: “Okay, I’ll get right on that. There, we have a spot all open for you.”

Customer: “Oh, great! So, when can I expect the service to activate?”

Me: “Well, ma’am, to get our service, it’s $115 upfront, and $49.99 a month. Now we have some great—”

Customer: “THAT’S TOO EXPENSIVE! I’M NOT PAYING THAT!”

Me: “Ma’am, it’s fine; there wasn’t room on the tower for you, anyway. I’m hanging up now. You have a nice day.”