A little background since I haven't really introduced myself here yet. I work in a call center for a cell phone provider but now I only have to take calls when we get very, very busy. For some reason the suckiness of the customers annoys me WAY more now that I don't talk to them nearly as much.
Anyway I've had to talk to a lot of the lovely customers this week and some of the calls are staying with me. Like this one....pretty standard SC, not sure why it's bugging me to the point that I'm thinking about it on my day off but if I don't vent I think I might explode.
Me: greeting blahblahblah
SC lady (who was very pleasant at this point in the call): Yes we have a family shared plan and we aren't using all our minutes so I want to get a cheaper plan.
(I looked over her usage for the last few months and although she had 3 lines sharing those minutes they were only using about 200-300 minutes per month.)
Me: Yes ma'am you certainly aren't using all those minutes. We do have a plan with this many shared minutes that's $10 less than what you're paying now.
SC lady (very quickly getting huffy and condescending): Only $10 cheaper, well that's not a very big difference. It hardly seems worth it.
Me: You're right, unfortunately it's only a $10 difference but that's the cheapest shared plan we have. I do apologize. It will add up to $120 savings over a year though.
SC lady: Only $10, it's hardly worth it to switch plans. Don't you have anything cheaper?
Me: No ma'am. That really is the cheapest family plan we have. Would you like to go ahead and switch your plan?
SC Lady (by this point was super grumpy and irritated): What family plans do you have that are cheaper??
Me: At this point I run down the list of every shared plan we have, and again apologize that I do not have a cheaper one.
SC Lady: Okay let's try this again. (
) My current plan has too many minutes and is much too expensive. I need something cheaper. What options do you have for me?
Me (by this point totally losing patience and getting short with her, which I do regret.): I have already told you what plans we have. If I had anything else I would have offered it to you the first time you asked.
SC Lady: I understand that. What I am trying to explain to you is that I need something cheaper than what you are offering. What plans do you have for me? Maybe you don't understand that I am not using all these minutes so there is no point in me paying for them.
We went on like this for 5-10 more minutes before she finally accepted the fact that I did not have some magical cheaper plan that I was holding back from her simply because I enjoy going around and around with the customers. And she never would tell me to change her plan to at least save her the $10 a month because it "wasn't worth it". It wasn't even going to extend her contract.
Calls like this really make me wonder what on earth SCs think they're going to accomplish by repeating and rephrasing their question.....over and over and over again.
Yargh!! Why do they repeat themselves like this?
Hybrid Mode
