greensinestro
07-28-2007, 01:53 PM
I had this trouble report from a customer who was unable to change his username on our bill pay site. After seven days, the issue was resolved, and I was able to close the report out. Before doing so, I had to call this guy back to let him know, and when I did, all hell broke loose. The guy was 81 years old, I might add, and lives in Boca Raton, FL.
Me: Hi, I'm greensinestro calling from XYZ phone service.
SC: Why are you calling me at this time of day? (Which was 2pm)
Me: I'm calling to advise you that........
SC: I didn't ask you to tell me what you were calling for! I asked why! (WTF?)
Me: It was your request that we call you back............
SC: Look, bud, you're interrupting me in the middle of my lunch and should not be calling me!
Me: (Couldn't help this one) Sir, we have no way of knowing when you eat your lunch (which got a couple of chuckles from co-workers around me), however I called because......
SC: You need to call me back at a later time. I'm eating lunch and will be taking my nap afterward. (Do I really care?)
Me: No, I do not, sir. You requested that we call you when this on-line issue of yours was resolved, and that is what I am doing.
SC: You're calling me for that? That was supposed to be taken care of already!
Me: It was, sir. I'm calling to let you know that you can now re-register your account.
SC: I don't want to re-register it. I left instructions to have someone do that for me! (In other words, "I want someone to hold my f***ing hand and babysit me!")
Me: Sir, we don't do that if it's not on the trouble report. Our report says all you wanted was a reset so you could re-register.
(By now, this call was going on ten minutes, and could have been over with in two or less)
SC: You all should have known I wanted someone to do it for me. I provided my username and password!
Me: Yes, you did, but it also states on here that we cannot do this without speaking to you first. It's mainly because you would not want someone registering your account without your knowledge.
SC: I don't care about that. Look, you're interrupting my lunch and called at a bad time!
Me: OK, then. I will note the account that I called, advised you of this, and then close your trouble report.
SC: No! You can't do that! I am sick of having to call in myself and do this stuff myself! I want you to register this for me, or call me back at a better time.
Me: The better time is now, sir, and you have to be on the phone to do it.
(The call now has gone on for fifteen minutes)
SC: Fine! My chicken is getting cold now because of this.
Me: Sir, this call could have been done in two minutes had you been more cooperative (couldn't resist saying it, and at this point, I did not care if they were observing me)
The call lasted twenty-five minutes, all because of this guy's bitching that I interrupted him in the middle of his lunch/siesta period. I did my job of calling this guy back, was as courteous as I could be, and all I got the entire time was a verbal beating. Because of this type of call and others I've taken, mainly where customers simply just don't feel like doing things themselves, I am recommending to my manager that we charge $5 to each customer that has us hold their hands for them and treat them like children that need guidance.
Me: Hi, I'm greensinestro calling from XYZ phone service.
SC: Why are you calling me at this time of day? (Which was 2pm)
Me: I'm calling to advise you that........
SC: I didn't ask you to tell me what you were calling for! I asked why! (WTF?)
Me: It was your request that we call you back............
SC: Look, bud, you're interrupting me in the middle of my lunch and should not be calling me!
Me: (Couldn't help this one) Sir, we have no way of knowing when you eat your lunch (which got a couple of chuckles from co-workers around me), however I called because......
SC: You need to call me back at a later time. I'm eating lunch and will be taking my nap afterward. (Do I really care?)
Me: No, I do not, sir. You requested that we call you when this on-line issue of yours was resolved, and that is what I am doing.
SC: You're calling me for that? That was supposed to be taken care of already!
Me: It was, sir. I'm calling to let you know that you can now re-register your account.
SC: I don't want to re-register it. I left instructions to have someone do that for me! (In other words, "I want someone to hold my f***ing hand and babysit me!")
Me: Sir, we don't do that if it's not on the trouble report. Our report says all you wanted was a reset so you could re-register.
(By now, this call was going on ten minutes, and could have been over with in two or less)
SC: You all should have known I wanted someone to do it for me. I provided my username and password!
Me: Yes, you did, but it also states on here that we cannot do this without speaking to you first. It's mainly because you would not want someone registering your account without your knowledge.
SC: I don't care about that. Look, you're interrupting my lunch and called at a bad time!
Me: OK, then. I will note the account that I called, advised you of this, and then close your trouble report.
SC: No! You can't do that! I am sick of having to call in myself and do this stuff myself! I want you to register this for me, or call me back at a better time.
Me: The better time is now, sir, and you have to be on the phone to do it.
(The call now has gone on for fifteen minutes)
SC: Fine! My chicken is getting cold now because of this.
Me: Sir, this call could have been done in two minutes had you been more cooperative (couldn't resist saying it, and at this point, I did not care if they were observing me)
The call lasted twenty-five minutes, all because of this guy's bitching that I interrupted him in the middle of his lunch/siesta period. I did my job of calling this guy back, was as courteous as I could be, and all I got the entire time was a verbal beating. Because of this type of call and others I've taken, mainly where customers simply just don't feel like doing things themselves, I am recommending to my manager that we charge $5 to each customer that has us hold their hands for them and treat them like children that need guidance.