Wherein someone wants credit for service paid by somebody else.

[CancelMyService]

Haven't posted much, getting used to the routine in my new position. For those who missed it, now when you call into the Evil Cable Empire and demand a supervisor, you just might get yours truly on the line


So one of my first "GIMME SUPERVISOR NOW~!!!" calls was actually an escalation from another supervisor. He didn't like what he was told and decided he'd play the game of asking for another supervisor until someone gave him the answer he wanted.

His issue seemed pretty cut and dried, his standard cable wasn't working and he wanted credit for it. BUT WAIT, I see that his account is set up where the landlord pays for his standard cable and the caller pays for his internet, HBO, and DVR (which he said all were working).

He's demanding credit for something he isn't even paying for! I try to explain it to him that we can't give him credit for a service someone else pays for and the dude hits the roof. His direct quote was "I don't care what your notes say, you go by what I say". Riiiiiiiiiiiiiight. So I told the guy, show us a bill that states you paid for your standard cable and we can issue credit for you. He of course can't do that so he tries to bluff his way into undeserved credit. He wanted yet another supervisor and this time it was emailed to the head of the department with an advance warning of this guy's douchebaggery.

Let's just say he's going to wish he was talking to us after my boss is done with him.

[Amina516]

He's demanding credit for something he isn't even paying for! I try to explain it to him that we can't give him credit for a service someone else pays for and the dude hits the roof. His direct quote was "I don't care what your notes say, you go by what I say". Riiiiiiiiiiiiiight.

I just cant fathom how people like this actually exist?!?!?! WHY??

[Evil Queen]

Wow.

No, that's it. Just wow. There are some things that basically leave you speechless and, by gone it, this is one of them.

The sheer stupid that's here... why didn't he just have the landlord call?

[Angry_Hippie]

Can the landlord be given credit?

[Difdi]

While his attitude tends to indicate the notes are dead on, it's worth mentioning that notes are not always accurate.

I once had an issue where a cable installer used his own SSN for my new account because he didn't know my SSN. This led to me being labeled (in the notes on my newly-opened account) a scammer, since I didn't have a bill to prove I owned the account (issues in the first month, before one came in the mail) and kept supplying the "wrong" SSN. I was eventually able to clear it up in person with bill in one hand and ID in the other. But until that bill arrived, I ended up talking to six different CSRs, and the last four instantly transferred me to the fraud department as soon as I gave them my account number. Seems the notes in my file were not quite correct...

[CancelMyService]

The reason why he didn't have his landlord call was because he (apparently) wasn't aware part of his cable was being paid for. He legitimately thought he was paying for all of it but of course he didn't have his bill with him so he was right and I was the dummy supervisor trying to rip him off of his precious credit.

[otakuneko]

Wow, that guy's an idiot.

So are you a floorwalker, acting as a "supervisor" in addition to assisting agents who have questions and taking over the agent's seat when getting a supe call, or a sit-down supe like what we called the "TSET" group, with your own cubicle you stay in for the most part and wait for either an agent to transfer a supe call to you via the phone system?

I was a floorwalker for a while (on the FIOS team) and I dreaded my first supe call, which I knew I'd eventually have to take. Fortunately for me I didn't have to deal with billing issues (nor could I if I wanted to, there was a whole separate department for that) and most of the technical supe calls were generally people just wanting to talk to someone else. Also being a floorwalker on FIOS gave me quite a bit of authority, I could actually get things done for people. Particularly fun was the time I was just being an agent, taking regular calls, and got this really upset guy. I recognized his issue as something I could fix, as a "supervisor" ...so I told him I was one, sympathized with him about his situation, assured him that I could fix it, and proceeded to fix it.

I actually sat and jacked in with one of our TSETs for part of a day, and some of the calls were pretty dumb but nothing really sucky. I was considering moving to TSET before I got shoved onto the FIOS team. TSET got an extra dollar per hour.

[CancelMyService]

I'm a sit down supervisor, when a customer calls in and asks for a supervisor, they get transferred to me. I have the ability to do some stuff the agents don't, like higher credit limits and being able to add and remove equipment to accounts. A lot of the pain in the ass billing stuff is handled by a separate department, I pretty much get to play fireman and put out the blazes caused by irate customers/other departments messing up.

We also conduct trainings and help mentor the new hires, and we do things like monitor outages and record the messages you get when you call in letting you know there's an outage in your area.

It's pretty nice, IMO it's a lot less stressful than being an agent since you don't get rapid fire calls. Yeah, we could get someone on the line who bitches at you for an hour (that happened to me today....) but it's not like agents who can get 100+ calls deep in queue with no time to breathe.

The raise is nice too, heh.