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Hoooo boy. I'm still shaking from this one but here goes.
I take this transferred call from a customer having problems activating her line. Simple problem - seen it before, two minute fix maximum. It takes me just a minute to guide the customer through what needs to be done on her internet line and she's online. I'm so confident that I've fixed it, I've already put on the note onto her account.
Then this happens.
"Are you going to put me back to a manager about credit for loss of service?"
"Loss of service? This is your first call into us and you get your full (x) amount of days of free credit starting now."
"Well it's taken over 24 hours to activate and I've been told to go back to the store, pay for parking, buy a new sim card, blah blah blah..."
(Note that apart from the idiot who transferred her through to me, there are no memos on the account, and no record of a sim replacement. I already want to get her off the phone at this point.)
"Sorry to hear. I'll add an extra day onto the account to make up for the loss of service and that'll activate at the end of your free period."
"Oh is that all you think I'm worth? rant rant rant"
(At this point, I'm asking the supervisor to listen in because she's gone completely batshit crazy so I'm missing a lot of her repeated rant about driving, parking up, buying a new sim, etc.)
"....so I want to speak to your manager now about your attitude and I want compensation for all of that."
Every time I start to talk now, she starts to talk over me so I continue talking to tell her that I won't be giving her any credit at all now and because of the constant interruptions and that we're getting nowhere, I would be ending the call.
I take this transferred call from a customer having problems activating her line. Simple problem - seen it before, two minute fix maximum. It takes me just a minute to guide the customer through what needs to be done on her internet line and she's online. I'm so confident that I've fixed it, I've already put on the note onto her account.
Then this happens.
"Are you going to put me back to a manager about credit for loss of service?"
"Loss of service? This is your first call into us and you get your full (x) amount of days of free credit starting now."
"Well it's taken over 24 hours to activate and I've been told to go back to the store, pay for parking, buy a new sim card, blah blah blah..."
(Note that apart from the idiot who transferred her through to me, there are no memos on the account, and no record of a sim replacement. I already want to get her off the phone at this point.)
"Sorry to hear. I'll add an extra day onto the account to make up for the loss of service and that'll activate at the end of your free period."
"Oh is that all you think I'm worth? rant rant rant"
(At this point, I'm asking the supervisor to listen in because she's gone completely batshit crazy so I'm missing a lot of her repeated rant about driving, parking up, buying a new sim, etc.)
"....so I want to speak to your manager now about your attitude and I want compensation for all of that."
Every time I start to talk now, she starts to talk over me so I continue talking to tell her that I won't be giving her any credit at all now and because of the constant interruptions and that we're getting nowhere, I would be ending the call.
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