Unable To Channel The Caller
(I work tech support for the Internet part of a company that also provides cable TV and cell phones, so sometimes we get calls meant for other departments. When that happens, we just transfer them over. One day I get a call from an older, heavily-accented caller.)
Me: “Thanks for choosing [Company] Internet tech support. What can I do for you today?”
Customer: “My weather network, and the news, and, uh… it no work!”
Me: “Your Internet isn’t working?”
Customer: “No! Not Internet. TV! My weather channel isn’t working! And the news channel!”
Me: “Oh, your cable TV isn’t working!”
Customer: “”Right!”
Me: “I’m sorry to hear that! Well, you’ve reached Internet tech support, so let me get you right over to cable TV repair, and they’ll be able to look into that for you. Before I get you to them, do you have any Internet questions for me while you have me here?”
Customer: “Yes!”
Me: “Yes?”
Customer: “My weather channel isn’t working!”
Me: “Okay, well, then, let me get you right over to cable TV repair then. This will just put you back into hold while I get you to them. There may be just a brief wait–”
Customer: “Wait!”
Me: “Yes?”
Customer: “My news channel isn’t working!”
Me: “Well, that’s still on your TV, so let’s get you right over to the right department–”
Customer: “Wait!”
Me: “Yes?”
Customer: “My weather channel isn’t working either!”
Me: “Okay, well-let-me-get-you-right-over-to-the-right-guys-they’ll-be-with-you-in-just-a-sec-bye!” *hits transfer button*
Question of the Week
Have you ever served a bad customer who got what they deserved?
