I had an escalated call transferred to me. The rep who transferred the call to me said that the customer didn't have any of his information, so I tell my buddy, send the caller through.
I found the customer information. Turned out it was the customer's dad calling in to change a method of payment;he was paying for his son's unit. While I'm trying to find the information, the caller(I'll call him Russian Dad) is berating me about the hold time and the questions I am asking, and why can't I do a simple thing. I apologize foir the hold time-busy season is here-and for the questions, stating that I have to, it's my job.
Anyway, when I find the account, I ask for the security code.Russian Dad doesn't have it. I start to ask other questions to verify. Dad says he's tired of answering questions, why can't I do something simple. I offer to call his son to verify the security, or he can call his son, or his son can call in.He says he's tired of dealing with me, and hangs up.
Sorry about your luck, RD!
I found the customer information. Turned out it was the customer's dad calling in to change a method of payment;he was paying for his son's unit. While I'm trying to find the information, the caller(I'll call him Russian Dad) is berating me about the hold time and the questions I am asking, and why can't I do a simple thing. I apologize foir the hold time-busy season is here-and for the questions, stating that I have to, it's my job.
Anyway, when I find the account, I ask for the security code.Russian Dad doesn't have it. I start to ask other questions to verify. Dad says he's tired of answering questions, why can't I do something simple. I offer to call his son to verify the security, or he can call his son, or his son can call in.He says he's tired of dealing with me, and hangs up.
Sorry about your luck, RD!
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