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You Can Throw Those Complaints In The Trash

, , , , , | Right | May 25, 2021

I work for the local council contact centre. People can call in regard to any council-related issue. In this case, it’s about rubbish dumped on the street

The customer has been putting in request after request for the last few months. He calls again and I am the unfortunate one to take his call.

Me: “Good afternoon, [Council], [My Name] speaking. How can I help?”

Caller: “I want this sorted today! I have been putting requests in and it’s not been sorted! I want your manager!”

Me: *Trying to be as calm as possible* “May I ask what the issue is please?”

Caller: “People are dumping rubbish outside my house. It’s all your fault, you stupid b****! My address is [address]!”

Me: “I’m just going to put you on hold so I can have a look.”

I just can’t stand his shouting but I remain calm. 

Me: “Okay, sir, I can see that you have put in two requests in May and June, and another was put in two days ago. This has now gone to the relevant team.”

Caller: “No, I want this sorted today! Call me your manager!”

I called the manager who was in a meeting, so he wanted my manager’s manager’s name to speak to them to get it sorted today. I rang my manager again who had to come out of the meeting to deal with this customer. The caller wanted the surnames of everyone he had spoken to, which I refused due to data protection.

I ended up putting him through to the manager and finished work thirty minutes late thanks to him. It turns out HE was one throwing rubbish on HIS OWN LAND. The council doesn’t deal with privately-owned roads due to insurance purposes, etc. He had been throwing everything out and expecting us to pick it all up.