That came out of nowhere

[Killbox]

I had a customer call today that did a complete 180 on me. It proceeded just like every other call I get. I hear that dreadful beep as a call comes through.

"Thank you for calling. This is Killbox. How can I help you?"

The customer proceeds to tell me what model of scanner he has and the error he is getting and how he is set up on a network. Keep in mind, network issues are not part of what I do. We have special reps for those sorts of things.

Well he goes on for a minute or so about the problem and I am listening patiently as I am trained not to interrupt the customer when they are talking. After he is done I tell him that I would need to transfer him to fix his issue. He asks my name again and I give it to him. His response was as follows: "Killbox, I had told you that the scanner was on a network at the beginning of the call. You mean to tell me that I have to repeat myself again to the next representative? You should have told me at the beginning!"

Well respectfully I tell him "Sir I did not want to be rude and interrupt you while you were talking." Then he pauses for a second and says "Okay. Transfer me to the right guy and stay on the f**king line the whole god damn time so I don't have to waste my f**king time repeating this sh*t AGAIN!!"

Needless to say I'm a little stunned. So for what it was worth I was very cheerful about telling him that I was going to place him on hold and get a specialist on the line. I had half a mind to just drop him into the right queue and make him have to explain it again anyway. But I like the network guys so I did what he demanded. Well it got over to someone near me and during the whole time, he made my poor associates job as difficult as can be, cursing and complaining. I don't even think they got the problem fixed to be honest.

[MoonCat]

What a jerk. If he had any brains he'd have asked immediately if you could help him with a network issue. Then you could have told him right then that you needed to transfer him. He sounds like one of those people that just starts yammering away about their problem without a pause for breath, so you don't have a chance to say what they need to hear.

[Argabarga]

He's probably from that same breed of people who think if they talk really fast and don't let you get a word in edgewise, then you HAVE to help! Even if it's beyond your ability.

[DGoddessChardonnay]

What a jerk. If he had any brains he'd have asked immediately if you could help him with a network issue. Then you could have told him right then that you needed to transfer him.

I agree. It's way better to start off the conversation with something along the lines of "I hope I have the right department - I'm calling about a networking issue" than to just start yammering away at 90 mph.

I may not at times have the best social skills on the planet but at least I'll ask if I have the correct department, give a brief description of the issue and if I have to be transferred, then that's okay. At least I've got into the door, so to speak.

[raudf]

Even if I have to repeat myself after being transferred, there is a chance I'll remember another clue that might help the proper person help me with an issue. What I don't like is having to tell a person the whole issue after asking if I have the correct department with a brief (as in a couple of words) description of the issue. And have it turn out that I have the WRONG DEPARTMENT.

"Hi, I'm having an issue with networking, is this the correct department?" I told the phone system networking and that's where it shunted me.. but that type of system loves being wrong...

"Tell me what the problem is and I'll help!"

*give spiel*

"I'm sorry, we don't handle networking... let me transfer you to the correct department!"

*headdesk* I already told you it was a networking issue. Why the hell did you make me tell you the whole of the situation, only to tell me that you can't help me with the issue I stated?! Yes, I asked that the person be retrained in listening skills.

[evilfarmer]

*cut for space* What I don't like is having to tell a person the whole issue after asking if I have the correct department with a brief (as in a couple of words) description of the issue. And have it turn out that I have the WRONG DEPARTMENT.

"Hi, I'm having an issue with networking, is this the correct department?" I told the phone system networking and that's where it shunted me.. but that type of system loves being wrong...

"Tell me what the problem is and I'll help!"

*give spiel*

"I'm sorry, we don't handle networking... let me transfer you to the correct department!"

From working in support for alarm systems for 4 years I saw both types every day. The 90 mile an hour yammer then got the dumb call center monkey just to make sure I got all the information in their mile long rant.

Unfortunately before we could transfer we had to see if we could help first. We also had 9 time out of 10 people wanting a department they didn't need. Instead of making them wait we would hear the whole problem and then decide if we couldn't help. Granted we also warm transferred so the customer didn't have to re-explain.

[Jay 2K Winger]

I get some of those calls as well at the IT Service Desk. There are some applications or databases that ITSD cannot troubleshoot, and are actually supported by other support teams.

When I get those kinds of calls, as soon as I hear [AppName], I politely but firmly interject with something on the lines of, "I understand the problem is with [AppName]? Let me put you in touch with [AppSupport], may I transfer you? Okay. And for future reference, you can reach [AppSupport] directly by calling [number]."

Never fails.