I've been lurking here a while and figures I'd share this gem of a call I took the other day.
I work in a call center doing product support for store brands for a major grocery store chain. Basically I take complaints and tell people if something has gluten it.
I get a call in and ask them for their name. He tells me he can't tell me because he is a Colonel in the US Marine Corp. Now I'm used to people not wanting to give me their name and telling me completely irrelevant information. But that was a new one for me, but I chalk it up to him old and eccentric and forge on.
So I proceed to ask what I can help him with. He asks about a database with all of our products and dates. We don't have this. I wish we did because it would make our jobs much easier. Those are the position of our suppliers and manufacturers and they often take a long time to respond to inquires. So I tell we don't have anything like that. He then mumbles that someone is about to loose their job.
I pause because I'm a little surprised at his hostility. But I choose to ignore it because my job isn't in any jeopardy from him and I'm not arguing that with him. I apologize and repeat we have no such thing. He then demands to speak with a manager or supervisor. I attempt to tell him I can connect him to our next level of support but he interrupts me telling me not to argue with him. I'm fed up so I just tell him I'll put you on hold while I get you over. He demands not to be put on hold. I can't get anyone else without putting him on hold and tell him so.
He then tells me if I was there he would have me arrested. Huh? I've had enough of him being hostile and uncooperative. I give the speil about not being able to continue and I hang up.
He calls back. Which I knew he would. And got another rep. He treats her just as badly but she manages to get him to our next level if support. Now the agent he gets is male and the old guy is still ornry but doesn't abuse him like he did me and the other rep. I had a talk with the agent afterwards and he felt the guy just responded better to because he was male. Which is funny because I just as capable as the agent is.
I work in a call center doing product support for store brands for a major grocery store chain. Basically I take complaints and tell people if something has gluten it.
I get a call in and ask them for their name. He tells me he can't tell me because he is a Colonel in the US Marine Corp. Now I'm used to people not wanting to give me their name and telling me completely irrelevant information. But that was a new one for me, but I chalk it up to him old and eccentric and forge on.
So I proceed to ask what I can help him with. He asks about a database with all of our products and dates. We don't have this. I wish we did because it would make our jobs much easier. Those are the position of our suppliers and manufacturers and they often take a long time to respond to inquires. So I tell we don't have anything like that. He then mumbles that someone is about to loose their job.
I pause because I'm a little surprised at his hostility. But I choose to ignore it because my job isn't in any jeopardy from him and I'm not arguing that with him. I apologize and repeat we have no such thing. He then demands to speak with a manager or supervisor. I attempt to tell him I can connect him to our next level of support but he interrupts me telling me not to argue with him. I'm fed up so I just tell him I'll put you on hold while I get you over. He demands not to be put on hold. I can't get anyone else without putting him on hold and tell him so.
He then tells me if I was there he would have me arrested. Huh? I've had enough of him being hostile and uncooperative. I give the speil about not being able to continue and I hang up.
He calls back. Which I knew he would. And got another rep. He treats her just as badly but she manages to get him to our next level if support. Now the agent he gets is male and the old guy is still ornry but doesn't abuse him like he did me and the other rep. I had a talk with the agent afterwards and he felt the guy just responded better to because he was male. Which is funny because I just as capable as the agent is.
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