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Dirty Liar and a Negative Survey (profanity)

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  • Dirty Liar and a Negative Survey (profanity)

    I answered a call on Monday from a woman who started screaming at me the moment she heard my voice. She was upset because the automated phone system didn't give her a menu option to make a payment and instead asked her to hold for a representative. Lucky me!

    I apologized for the inconvenience and explained that I would be happy to process her payment; there is no additional charge for that service. Not good enough. She wants to know WHY. "WHY can't I make a payment through the automated system? WHY do I have to talk to YOU? WHAT is WRONG with your system? Is there a PROBLEM with my account that I need to know about? WHAT is the PROBLEM? WHAT is wrong with my account? WHY did I get transferred to YOU?!"

    There wasn't anything wrong with her account and there isn't anything wrong with our phone system. Sometimes, accounts are routed to a rep for any number of reasons. In my department, it's normally because they're considered to be a valuable customer because of their positive relationship with the bank. We're trying to give these people excellent customer service, but let's be for real: we know when they have outstanding debt with another bank. We want to transfer that balance over here, and we're willing to do it for 0% APR for up to 18 months.

    But I digress. I couldn't get a word in edgewise with this nutcase. It was seriously unnerving to be screamed at like that for absolutely no reason. Did the bank mess up her account? Did we charge her a late fee? Lose her payment? No. She completely lost her shit, simply because the phone system routed her to me.

    I finally said, "I don't know!" I did know, but fuck that. I was not about to try to make a sale with someone so unhinged. I just wanted to process her payment and end the call! "I don't know why the automated system didn't give you the menu option to make a payment. I don't have an answer for you. There is nothing wrong with your account. Would you like me to process your payment, or not?"

    Suddenly she got very quiet and said yes. I took care of her payment and asked her if she had any other questions about her account. She said no like that was an insane question. I asked her if there was anything else I could help her with, and she answered no again. So I wished her a very nice day and she hung up the phone.

    When I got to work today, I had an email from my manager. Guess who got a fucking survey?

    That bitch gave me a 1 in every category. In the comment section, she claimed that she asked me several times why she got routed to a rep and I wouldn't answer her. She finally asked to speak to someone else. Then I admitted that I didn't know. "It was weird!"

    Liar, liar, pants on fire! Her score brought my customer satisfaction average down to a 75%. I hope it burns when she pees!
    Thank you for calling Card Services, how may I take your abuse today? ~Headset Hellion

  • #2
    I feel your pain, but I've found the solution when customers call in and talk over you, or yell at you so that you can't understand them. Based on your screenname, here is what you do: Simply remove the headset piece from your ear and hold it so that you're still speaking clearly on the microphone, but that you can't hear yourself or the caller through the earpiece of the headset. At that point, talk all you want so that you're sense of kindness won't be paused with her interruptions causing any delays. This way you can say what you want to say, and QA can't remove points because you're explaining things to the customer. The customer will be the one at fault for not listening, and QA can't dock them points obviously. You're doing your job to the best of your abilities.

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    • #3
      Quoth emax4 View Post
      At that point, talk all you want so that you're sense of kindness won't be paused with her interruptions causing any delays.
      A nice thought, but generally if you speak over a customer QA has to fail the call because of 'speaking over/interrupting the customer'.

      Let me add.. in my experience anyway. With the way they kept changing rules in regards to call scoring we often felt like we were in a tornado.

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      • #4
        If that's really the case, then QA would have to realize that the customer constantly talking over the rep is extending handle time. That would have to cancel each other out. If there's no resolution for that, it's time to speak to the person in charge of QA.

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        • #5
          You can try going totally silent while the person is yelling at you, and waiting until they notice you're not saying anything, then when they finally start with the "Hello? Are you there?"...You say something like, "Yes, ma'am, may I answer your question now?" And then go on from there...

          When someone screams at me on the phone and doesn't let me get a word in, I let them rant until they notice I'm not talking. Sometimes this works; not always.
          When you start at zero, everything's progress.

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          • #6
            i had a customer like that... from the start of her call it was "NO I WILL NOT HOLD! I WANT TO KNOW WHY THE FUCK....!!!!11ELEVENTY!!!!"

            I pretty much just stood there, holding the phone away from my ear until she stopped talking. Then I said I was transferring her to a manager. Told the manager what line she was on and that she was already dropping f-bombs.

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            • #7
              Quoth emax4 View Post
              If that's really the case, then QA would have to realize that the customer constantly talking over the rep is extending handle time. That would have to cancel each other out.
              Where I worked you still got dinged not only for excessive call time, but also "losing control of the call". If you got fed up and escalated the call - big ding (although I did it so rarely that when I did a few leads would just have to listen to the call and I wouldn't get ding'd 'cause there is some crazy you can't control).

              OP - do your supervisors listen to the call in question when you get a survey like that?
              I started getting transfered to a person when my non-bank CC hit a certain level and I started not paying off my bank CC in full every month. I knew that was why, but the reps usually say it is "because I'm a long-time loyal customer". Can you say something like that to clients like this crazy lady?

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              • #8
                Quoth emax4 View Post
                If that's really the case, then QA would have to realize that the customer constantly talking over the rep is extending handle time. That would have to cancel each other out. If there's no resolution for that, it's time to speak to the person in charge of QA.
                Snort. That's call center work for you.

                You have to do everything the clients want you to do, even the things that conflict with each other. If you don't, there are plenty of other call centers to take the accounts to.
                Knowledge is power. Power corrupts. Study hard. Be evil.

                "I never said I wasn't a horrible person."--Me, almost daily

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                • #9
                  Talking over the customer would definitely be a fail for QA.

                  Autiem, that's almost exactly what we normally tell them if a customer wants to know why they got transferred through. This woman, however, was completely unhinged. So, I didn't bother to check her account history or credit line or available offers or anything else. I just wanted to get her off the phone. I told my manager that it was an exercise in self control that I didn't transfer her back into the queue.

                  I don't know if they pulled the call or not, but I wasn't reprimanded. I've never had a score that low, so hopefully that counts for something...
                  Thank you for calling Card Services, how may I take your abuse today? ~Headset Hellion

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                  • #10
                    I hate those bastards. They don't get what they want, then claim that they got crappy service. We had a few of those come through because we made them prepay. Thankfully, our manager got those revoked because our Regional and District managers both know that we have awesome customer service.

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                    • #11
                      I remember having those roleplay sessions with QA or managers/trainers that teach you things, but they never go over real world examples of a customer speaking nonstop and teaching the rep how to gain control of the call. If you can't speak above them without getting dinged, and nobody in QA or management has ever instructed anyone on how to stop the babbling customers, they're only creating a lose-lose situation and its not fair that the rep has to suffer for QA's or Management's failing.

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