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Never in my life have I ever wanted to jump through a phone and punch someone out before as much as I did with this particular customer.
To set the scene I work at a call center for a prepaid cellular phone service. As a tier 2 technical support rep. Basically I do all sorts of odds and ends type jobs from helping a person when their phone breaks down and the first level CSRs have no idea what to do and I also occasionally take overflow calls from the queue for supervisor escalations.
Me:
SC: The one the only…yeah you get it by now if your familiar with this site
So this wonderful gem came through the supervisors queue and I had the unfortunate displeasure of speaking with what I will dub the biggest EW I have ever spoken to.
Me: <opening spiel>
SC: Yes, so you’re a supervisor as well.
Me: I do handle supervisory escalations yes.
SC: So what is it that you do and what’s your name again?
Me: My name is Chanlin, My extension is xxx…
SC: And what does that mean, extension xxx?
Me: That is my extension, if you call it you will get me, or my voice mail if I am not here.
SC: So that is your ID number?
Me: No, that’s my extension. But if you were to ask for Chanlin at extension xxx then anyone else in the center will know who you mean.
SC: Ok, and what is it that you do there then?
Me: (getting somewhat annoyed by this point) I handle escalated technical support calls normally, but my position also affords me the same authority that a supervisor has. Now, may I ask why it is that you are calling today sir?
SC: Oh no, you’re not dodging my questions. Now, I understand there are other supervisors there as well, at least 5 (rattles off their names).
Me: Yes sir that is correct, do you have a complaint about a specific supervisor?
SC: Which of the other supervisors are there right now.
Me: Sir, at this point I fail to see why this information is necessary to our conversation.
SC: Because I asked, who is there, and what are the other supervisor’s hours?
Me: Sir, even if I had that information, which I don’t, you are not entitled to it. Now, can you please tell me if there is something I can help you with. Do you have a specific concern with another supervisor or is your call pertaining to something else?
SC: Do you know an employee by the name of K?
Me: We have four people by that name that work here, but only one is on duty at the moment.
SC: Ok, well I want you to know that he hung up on me.
Me: Ok, I will make a note of that and look into it for you.
SC: But what are you going to do about it?
Me: Refer the matter to his direct supervisor. Beyond that matters of employee discipline are internal and not public information sir. (At this point I’m not taking chances with this guys game of 20 questions)
SC: And who is your immediate supervisor.
Me: <name> and he is usually here after 9am on weekdays.
SC: Until when?
Me: His schedule varies sir, he is the head of the call center. Some days he may leave as early as 2pm and others he may leave well after we close.
SC: And what is your schedule.
Me: Private information sir. (at this point my tone is short with him). Sir once again I am going to have to insist you tell me exactly why it is that you are calling.
SC: Well, I made a debit card payment earlier today and none of your CSRs would read back my information when I asked them to.
Me: Ok, well I do apologize for that, they should be reading it back to you even if you don’t ask them to. That is a standard policy for all credit card orders that the CSR’s should read back the information at least at the end of the transaction before they submit the order.
SC: Well they tell me they can’t access the information once they enter it.
Me: That is true sir, once they submit an order they get a final confirmation screen with an order number. Once they close that screen they are not able to access it again as a security precaution.
SC: Well, I just have a concern that my order won’t go through properly, especially with it being so close to your closing time.
Me: I can most certainly understand that. If you would like I can check the order to make sure it went through ok.
SC: Yes please do.
Me: What’s your cell phone number please?
SC: You mean you don’t have that?
Me: Not as of yet sir, you haven’t told it to me yet.
SC: Its 7 <long expectant pause>
Me: Ok.
SC: Did you get that? I said 7.
Me: Yes sir, I’m waiting on you to tell me the rest of your phone number.
SC: See this is exactly what I mean, no one will read information back to me.
Me:
Wait a minute. Are you saying your upset because they won’t read back each individual character after you tell it to them?
SC: Yes. Like I said I want to make sure they are getting my order right.
Me: I can completely sympathize with that notion sir, but don’t you think asking them verify each individual character is a little unreasonable?
SC: If I ask them to verify information, that’s their job. They shouldn’t tell me they can’t do it or hang up on me because of it.
Me: Again, I do sympathize with the idea of verifying information that is given to a CSR sir. But I would also expect that request to be reasonable. I highly doubt anyone is going to forget one letter or number given to them, or enter it in incorrectly if you give it to them one letter or number at a time.
SC: I’m entitled to ask whatever I want and get an answer.
Me: Yes sir, I agree with that, so long as the request is not unreasonable. With due respect sir, the saying goes you can catch more flies with honey. If you ask politely I’m sure no one would have a problem with….
SC: I will ask however I damn well please and as long as its in English they will answer me back no matter when I ask.
Me: Sir, again I understand your complaint. A CSR should not hang up on you, and they should read back information AT THE END of a transaction before they submit it to make sure they have it right. I don’t mean to be rude by saying this, but I personally feel your request is being incredibly nitpicky, not to mention stopping after each individual character, and for that matter after each individual word just isn’t logical to the flow of a normal conversation. It makes more sense to read back an entire line, not just one letter or word. For example…
SC: I don’t care what you think I am the customer and you will do as I ask. That is my policy.
Me: Sir, at this point I don’t feel you and I are going to see eye to eye on this matter. I have noted your complaint and I will make sure our CSR’s our following the guidelines on this matter. That is the most I can promise.
SC: Well from now on since the supervisors can see the information after it has been submitted I’m going to call and ask for a supervisor and have them process my debit card orders.
Me: I can guarantee sir if you do that you will be transferred back to a tier one agent.
SC: But its my right to ask for a supervisor. And I will ask you to do whatever I want.
Me: Yes sir I realize that, I just want to make it clear that your request will not be honored.
SC: That’s ok, because it’s not a request, it’s my policy.
Me: Regardless sir we have the right to deny that policy.
SC: I will still make you do it.
Me: And we will still tell you no. Now at this point do you have any other questions or concerns you feel need to be addressed?
SC: Yeah, you need to check your attitude and realize that as the customer I’m the boss. If I say it, you do it.
Me: Sir I think I have made our position and our right to tell you no clear already now…
SC: YOU LITTLE &%^$ I WILL HAVE YOUR… <click>
Blessedly the call dropped at this point. He called back later and asked to speak to me.
To set the scene I work at a call center for a prepaid cellular phone service. As a tier 2 technical support rep. Basically I do all sorts of odds and ends type jobs from helping a person when their phone breaks down and the first level CSRs have no idea what to do and I also occasionally take overflow calls from the queue for supervisor escalations.
Me:
SC: The one the only…yeah you get it by now if your familiar with this site
So this wonderful gem came through the supervisors queue and I had the unfortunate displeasure of speaking with what I will dub the biggest EW I have ever spoken to.
Me: <opening spiel>
SC: Yes, so you’re a supervisor as well.
Me: I do handle supervisory escalations yes.
SC: So what is it that you do and what’s your name again?
Me: My name is Chanlin, My extension is xxx…
SC: And what does that mean, extension xxx?
Me: That is my extension, if you call it you will get me, or my voice mail if I am not here.
SC: So that is your ID number?
Me: No, that’s my extension. But if you were to ask for Chanlin at extension xxx then anyone else in the center will know who you mean.
SC: Ok, and what is it that you do there then?
Me: (getting somewhat annoyed by this point) I handle escalated technical support calls normally, but my position also affords me the same authority that a supervisor has. Now, may I ask why it is that you are calling today sir?
SC: Oh no, you’re not dodging my questions. Now, I understand there are other supervisors there as well, at least 5 (rattles off their names).
Me: Yes sir that is correct, do you have a complaint about a specific supervisor?
SC: Which of the other supervisors are there right now.
Me: Sir, at this point I fail to see why this information is necessary to our conversation.
SC: Because I asked, who is there, and what are the other supervisor’s hours?
Me: Sir, even if I had that information, which I don’t, you are not entitled to it. Now, can you please tell me if there is something I can help you with. Do you have a specific concern with another supervisor or is your call pertaining to something else?
SC: Do you know an employee by the name of K?
Me: We have four people by that name that work here, but only one is on duty at the moment.
SC: Ok, well I want you to know that he hung up on me.
Me: Ok, I will make a note of that and look into it for you.
SC: But what are you going to do about it?
Me: Refer the matter to his direct supervisor. Beyond that matters of employee discipline are internal and not public information sir. (At this point I’m not taking chances with this guys game of 20 questions)
SC: And who is your immediate supervisor.
Me: <name> and he is usually here after 9am on weekdays.
SC: Until when?
Me: His schedule varies sir, he is the head of the call center. Some days he may leave as early as 2pm and others he may leave well after we close.
SC: And what is your schedule.
Me: Private information sir. (at this point my tone is short with him). Sir once again I am going to have to insist you tell me exactly why it is that you are calling.
SC: Well, I made a debit card payment earlier today and none of your CSRs would read back my information when I asked them to.
Me: Ok, well I do apologize for that, they should be reading it back to you even if you don’t ask them to. That is a standard policy for all credit card orders that the CSR’s should read back the information at least at the end of the transaction before they submit the order.
SC: Well they tell me they can’t access the information once they enter it.
Me: That is true sir, once they submit an order they get a final confirmation screen with an order number. Once they close that screen they are not able to access it again as a security precaution.
SC: Well, I just have a concern that my order won’t go through properly, especially with it being so close to your closing time.
Me: I can most certainly understand that. If you would like I can check the order to make sure it went through ok.
SC: Yes please do.
Me: What’s your cell phone number please?
SC: You mean you don’t have that?
Me: Not as of yet sir, you haven’t told it to me yet.
SC: Its 7 <long expectant pause>
Me: Ok.
SC: Did you get that? I said 7.
Me: Yes sir, I’m waiting on you to tell me the rest of your phone number.
SC: See this is exactly what I mean, no one will read information back to me.
Me:
Wait a minute. Are you saying your upset because they won’t read back each individual character after you tell it to them?SC: Yes. Like I said I want to make sure they are getting my order right.
Me: I can completely sympathize with that notion sir, but don’t you think asking them verify each individual character is a little unreasonable?
SC: If I ask them to verify information, that’s their job. They shouldn’t tell me they can’t do it or hang up on me because of it.
Me: Again, I do sympathize with the idea of verifying information that is given to a CSR sir. But I would also expect that request to be reasonable. I highly doubt anyone is going to forget one letter or number given to them, or enter it in incorrectly if you give it to them one letter or number at a time.
SC: I’m entitled to ask whatever I want and get an answer.
Me: Yes sir, I agree with that, so long as the request is not unreasonable. With due respect sir, the saying goes you can catch more flies with honey. If you ask politely I’m sure no one would have a problem with….
SC: I will ask however I damn well please and as long as its in English they will answer me back no matter when I ask.
Me: Sir, again I understand your complaint. A CSR should not hang up on you, and they should read back information AT THE END of a transaction before they submit it to make sure they have it right. I don’t mean to be rude by saying this, but I personally feel your request is being incredibly nitpicky, not to mention stopping after each individual character, and for that matter after each individual word just isn’t logical to the flow of a normal conversation. It makes more sense to read back an entire line, not just one letter or word. For example…
SC: I don’t care what you think I am the customer and you will do as I ask. That is my policy.
Me: Sir, at this point I don’t feel you and I are going to see eye to eye on this matter. I have noted your complaint and I will make sure our CSR’s our following the guidelines on this matter. That is the most I can promise.
SC: Well from now on since the supervisors can see the information after it has been submitted I’m going to call and ask for a supervisor and have them process my debit card orders.
Me: I can guarantee sir if you do that you will be transferred back to a tier one agent.
SC: But its my right to ask for a supervisor. And I will ask you to do whatever I want.
Me: Yes sir I realize that, I just want to make it clear that your request will not be honored.
SC: That’s ok, because it’s not a request, it’s my policy.
Me: Regardless sir we have the right to deny that policy.
SC: I will still make you do it.
Me: And we will still tell you no. Now at this point do you have any other questions or concerns you feel need to be addressed?
SC: Yeah, you need to check your attitude and realize that as the customer I’m the boss. If I say it, you do it.
Me: Sir I think I have made our position and our right to tell you no clear already now…
SC: YOU LITTLE &%^$ I WILL HAVE YOUR… <click>
Blessedly the call dropped at this point. He called back later and asked to speak to me.
biscuit.
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