We know they don't read, but they don't listen either

[CancelMyService]

it's well documented that SC's don't read signs (unless they see "FREE" somewhere), but lately I'm getting a lot of them who rant and yell but don't listen to what I say.


Example 1:

Someone calls in, and I do my greeting spiel, which is "Thanks for calling, this is *CancelMyService* how can I help you".

Now I should point out a few things:

1. My name is short, common, and not ethnic at all. Probably one of the simplest names an male person can have.

2. My name also sounds like/rhymes with several other common names.


So as a result I get variations on one of two responses - the "WHATCHU SAY?/ WHO DIS?" or "Yeah *name that isn't the one I told them* you can help me". The ones who call me by the wrong name are almost always the types who have to use the name of the person they speak to 100 times in a conversation.


Example 2:


This one really grinds my gears. Someone will call in and ask for something ridiculous or impossible, and when I inform them as such, they REPEAT IT LOUDLY while stating that I must not have heard them correctly. It usually reaches a crescendo with them saying "YOU'RE NOT LISTENING TO WHAT I'M SAYING", to which I've just started replying back "just because I'm not telling you what you want to hear/giving you the answer you want doesn't mean I wasn't listening to you".

[ArenaBoy]

I once created a thread called "What You Say, What They Hear." I'm under the belief that customers literally speak a different dialect of whatever language we're speaking as they can take "Hello there" for "I ran through your house chanting in nothing more than a speedo and that tie makes you look stupid." The way people hear things it's hilarious.

[rvdammit]

SC's listen with their eyes and read with their ears, maybe?

[Snowbird]

"Yeah *name that isn't the one I told them* you can help me". The ones who call me by the wrong name are almost always the types who have to use the name of the person they speak to 100 times in a conversation.

Maybe the silver lining to the suckiness of this type is that if they ever call in to complain about you, they'll won't be using your name?

[LifeCarnie]

Maybe the silver lining to the suckiness of this type is that if they ever call in to complain about you, they'll won't be using your name?

You'd think that, but I had a caller transferred to the lead line who wanted to complain that Phillip was really rude to her. Despite the fact that we don't have anybody named Phillip working here, she was adamant that I reprimand that person.

OK.

Imaginary boy, you were bad!! Bad Imaginary boy, bad!! *whaps imaginary boys nose with imaginary rolled up newspaper*

Well that solves that problem. My work here is done.

[smileyeagle1021]

it's well documented that SC's don't read signs (unless they see "FREE" somewhere), but lately I'm getting a lot of them who rant and yell but don't listen to what I say.


Example 1:

Someone calls in, and I do my greeting spiel, which is "Thanks for calling, this is *CancelMyService* how can I help you".

Now I should point out a few things:

1. My name is short, common, and not ethnic at all. Probably one of the simplest names an male person can have.

2. My name also sounds like/rhymes with several other common names.


So as a result I get variations on one of two responses - the "WHATCHU SAY?/ WHO DIS?" or "Yeah *name that isn't the one I told them* you can help me". The ones who call me by the wrong name are almost always the types who have to use the name of the person they speak to 100 times in a conversation.

Oh, I get that all the time, I get variations of my name all the time... or I just get plain old ma'am... which is funny because I have a clearly masculine name and while I don't have the most masculine of voices it is most definitely not feminine (most of my coworkers say I sound like a flamer on the phone, but not a woman).

oh and along the lines of SCs not listening, I love when I try to explain a cancellation policy and if it's one the guest doesn't like they try to do the old "i didn't catch what you said, but I guess it's not too important"... umm no, I will go over our policies again and again until not only do you understand them but you agree to them.

[MisseLaneius]

My name is short, anglo and easily confused with other names around... But I'm always surprised at the variations I can get on it.

How do you turn a two syllable name into a 3 syllable name with none of the same letters? Its beyond me.

I'm very thorough in what I say over the phone. I will explain everything. EVERYTHING. You missed it cos you weren't listening? Bad luck. It was explained. In detail.

[Stormraven]

My name is two syllables. Two distinct syllables. I have had people 'mishear' it all the time. Sometimes, they at least get the right number of syllables, but one time I called in a subscription, and the mailing label gave my name as 'George'. One syllable. To make it worse, I spelled the name for them.

[Shards]

I once had someone call me William while I worked at weis. Just for the record, I was wearing my nametag. My name is not William, nor is it Will, nor Willy, nor Wiley My name starts with an S and is five letters long, none of which appear in the name William.

[Cyphr]

^ Steve maybe?

[Shards]

^ Steve maybe?

Scott, actually.

My best friend is a Steve.

[Saydrah]

I once created a thread called "What You Say, What They Hear." I'm under the belief that customers literally speak a different dialect of whatever language we're speaking as they can take "Hello there" for "I ran through your house chanting in nothing more than a speedo and that tie makes you look stupid." The way people hear things it's hilarious.

I want to see that thread!

[delorean623]

All the time, this happens to me:

"Good evening and thank you for calling Hastings at *cross-streets*, this is Tyler, how may I direct your call?"

"Is this Hastings? Where are you located? Can you tell me if you have *some obscure movie* in stock?"

All in the same conversation. Apparently the way I say things is confusing. And no customer understands what the phrase "direct your call" means. This must happen at least once a week to me... but that's only because I work register once a week. I spend the rest of my time lurking in the video department

[Pagan]

What even better is when they tell you that they have a question and then they....just....sit....there....breathing. What the hell's the question? If you don't ask me, I don't know if I can help you or need to transfer you to someone else!

And if you want a course catalogue, tell me that's what you want. Don't keep repeating that it says Workforce Training Center on it - it also says "Course Catalogue" on it! Idiots!

but that's only because I work register once a week. I spend the rest of my time lurking in the video department

Up to that again, huh?

[ArenaBoy]

I want to see that thread!

Ask and ye shall receive. Oh and the only reason it's closed is at a time people were bringing back incredibly old threads so the mods closed most of them in order to stop it.