I had a call yesterday that was the worst one in a long time. I work in the small business part of the call center, so our department only helps people who have small businesses, obviously (supposedly).
My call came in, and it was a fellow employee, who happens to be in the "manager" queue. This customer had been transferred to her by a regular rep because the customer either could not or would not verify his business account. Since I didn't have access to the call, I can only presume that when she wouldn't give him information about his account when he wouldn't verify it, he demanded a supervisor, and she transferred him, like she was supposed to.
The supervisor was able to verify the customer, and got the verification I need to help with online banking. She warned me that he was a piece of work, and told me that he had asked to be compensated for his having to wait to get his online banking working again.
Now, here's the thing - he locked himself out of his online banking because he entered something wrong, then he called the personal customer service line, which has an exorbitantly long waiting time, then he refused to verify his account, demanded a supervisor, and then had to be transferred a second time to me. All of this could have been avoided if he had called the small business line directly (which is posted on the site when they get locked out), and verified his account like a normal person, and have been off the phone in under 5 minutes.
I unlocked his account, and he got in quickly, within 30 seconds of my unlocking it. Then he wanted the name of the president or CEO or something so he could send "his invoice" to. He was complaining that he had had to wait on hold for over 30 minutes to get someone to unlock his account. I really wish I could've told him that that wait time was entirely his doing, as was the fact that he locked himself out in the first place, but I didn't.
I don't have any information on how to reach the president or CEO, nor will the systems we have allow me to locate that information. When told this, the customer blew his top, and wouldn't let me finish any sentences, starting cursing at me and trying to be a bully. Finally, I just resorted to repeating "I have fixed your online issue. Is there anything else on your online account that I can help you with", and he continued using foul language and tried his best to upset/insult me until he just hung up.
I notated that account.
My call came in, and it was a fellow employee, who happens to be in the "manager" queue. This customer had been transferred to her by a regular rep because the customer either could not or would not verify his business account. Since I didn't have access to the call, I can only presume that when she wouldn't give him information about his account when he wouldn't verify it, he demanded a supervisor, and she transferred him, like she was supposed to.
The supervisor was able to verify the customer, and got the verification I need to help with online banking. She warned me that he was a piece of work, and told me that he had asked to be compensated for his having to wait to get his online banking working again.
Now, here's the thing - he locked himself out of his online banking because he entered something wrong, then he called the personal customer service line, which has an exorbitantly long waiting time, then he refused to verify his account, demanded a supervisor, and then had to be transferred a second time to me. All of this could have been avoided if he had called the small business line directly (which is posted on the site when they get locked out), and verified his account like a normal person, and have been off the phone in under 5 minutes.
I unlocked his account, and he got in quickly, within 30 seconds of my unlocking it. Then he wanted the name of the president or CEO or something so he could send "his invoice" to. He was complaining that he had had to wait on hold for over 30 minutes to get someone to unlock his account. I really wish I could've told him that that wait time was entirely his doing, as was the fact that he locked himself out in the first place, but I didn't.
I don't have any information on how to reach the president or CEO, nor will the systems we have allow me to locate that information. When told this, the customer blew his top, and wouldn't let me finish any sentences, starting cursing at me and trying to be a bully. Finally, I just resorted to repeating "I have fixed your online issue. Is there anything else on your online account that I can help you with", and he continued using foul language and tried his best to upset/insult me until he just hung up.
I notated that account.
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