So I currently work in the wonderful world of online sales for a mobile phone company. You know when you visit a site and that little box pops up that says "Looking for assistance?" Yeah, that's me.
Our boxes only appear when a customer is on the product pages, although we still end up with a lot of people looking to find a quicker work around for Tech support.
I rarely post my work frustrations, although I enjoy reading the posts from others. I usually enjoy my job.
Tonight was extra racist and fun. Also, extra points for the all caps chat. Always a good way to start. And of course the extreme use of !!!!!!!!!!!!!!!!!! eleventy! The lies this SC told were particularly entertaining. I find it interesting that they have been a 35 year customer of a 20 year old company. And have been on hold for 17 plus hours, but have also called 20 times (and apparently called 4 other numbers... that aren't related to our company so not sure where they were going with that!)
Below: a transcript of my conversation. Beware- it is long. And mostly boring, but I needed to vent.
Me
Hi, how can I help you today?
Visitor
I HOPE YOU CAN BE NICER THAN THE LAST REP--SHE DISCONNECTED ON PURPOSE FROM ME.....
Me
I am sorry to hear that. How may I help you today?
Visitor
I HAVE BEEN ON HOLD ALL DAY WITH PHONE SUPPORT---ALL DAY LONG. 17 HOURS NO ANSWER. I NEED A LIVE HUMAN VOICE BUT YOUR PHONES HAVE BEEN ON HOLD ALL DAY--ALL DAY---PLEASE BE HONEST.....ARE YOU GOING OUT OF BUSINESS OR IS IS A NATIONAL HOLIDAY IN THE COUNTRY WHERE THE CALL CENTER IS??? HONESTY!!!!
Me
I can assure you we are not going out of business. I am sorry you are having trouble getting through. In order to direct you to the best resource for your situation, may I ask what brings you to chat today?
Visitor
PLEASE TELL <name redacted> THAT SHE IS THE MOST RUDE PERSON EVER
AND IT IS NO WONDER SHE IS NOTHING MORE THAN AN "OPERATOR" IN A CUBE WITH A HEADSET ON WHO IS MAKING MINIMUM WAGE-THAT IS ALL SHE IS GOING TO DO W/HER LIFE-I ADMIT I AM NOT TECH SAVVY BUT HAD A SECRETARY DO MY WORK AND RETIRED AT AGE 45 WITH MILLIONS OF DOLLARS. THAT IS NOT GOING TO HAPPEN FOR HER SINCE SHE HAS NO MANNERS AT ALL AND WILL BE REPORTED TO HEADQUARTERS MONDAY. I HAVE HER NOTES PASTED AND HOW SHE ENDED THE CONVERSATION ABRUPTLY. THE PROBLEM IS GETTING MY COVERAGE TRANSFERRERD, SET UP AND WORKING.......I AM A 35 YEAR NON STOP CUSTOMER!!! MAY I ASK WHAT IS YOUR PHONE ISSUE?????? I KNOW YOU ARE HAVING LOTS OF ISSUES AND ARE NOT WORKING WELL. I HATE TO LEAVE BUT AM VERY CLOSE, BUT I AM A "PITT BULL" ABOUT REPORTING PEOPLE WHO ARE RUDE AND SHE WILL BE REPORTED
I HAVE DEALT WITH YOUR PHONE SUPPORT FOR 35 YEARS. TELL ME WHAT MAKES TODAY SO DIFFERENT AND I WANT TOTAL HONESTY!!!
Me
I may be able to assist you better if I could get some clarification on your reason for contacting us today
Visitor
PRODUCT TRANSFER! NOT TO BE RUDE BUT CAN YOU READ ENGLISH???? ARE YOU I INDIA? I BET 10:1 YOU ARE. I WANT SERVICE AND WANT TO KNOW WHY THE PHONES ARE ON HOLD ALL DAY.......I AM GETTING NOTHING FROM THIS CHAT WASTE AND I THINK IT IS BECAUSE YOU CANNOT READ ENGLISH. YOU JUST SPEAK BASIC ENGLISH IN HEAVY INDIAN ACCENTS I KNOW IT AND CAN TELL--YOU HAVE PASTED SCRIPTS A 4TH GRADE KID COULD DO... WALK NXT DOOR AND HAVE YOUR BOSS CALL ME!!
I HAVE BEEN MORE THAN CLEAR. YOU & YOUR ASSOCIATE ARE PASTING IN SENTENCES YOU HAVE BEEN PROVIDED...YOU DO NOT UNDERSTAND ENGLISH..........THAT IS WHY THEY HIRES YOU TO PAY YOU ABOUT 2 DOLLARS PER HOUR
Me
All of our sales and support staff are located in North America. For clarification, you are looking to add another phone to your plan?
Visitor
YES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
BUT WITH A LIVE VOICE TO MAKE SURE MY INTERFACE WORKS ETC!!!!!!!!!!!!!!!!!
me
Thank you for the clarification. I am sorry for the misunderstanding.
**I then proceed to give instructions on how to add their phone and if they still felt the need to speak to technical support, I provided them with the tech chat, the tech website and their phone number **
Is there anything else I can help you with today?
Visitor
YET ANOTHER IDENTICAL PASTE............YOU REFUSE TO HAVE SOMEONE CALL ME...........I HAVE TRIED THAT NUMBER 20 TIMES TODAY AS WELL AS 4 OTHERS........NO ANSWERS BUT YOU ARE VERY VERY SECRETIVE ABOUT WHAT IS GOING ON. I SAY JOBS ARE OVER.......FIRED --HISTORY!!!!!!!!!!
Me
I am sorry, however, I am not able to transfer you to technical support. My role is to direct you to the appropriate resource. In your situation our support department will be able to help you.
Visitor
SAME PROMPT-SAME VOICE--SAME ALL DAY HOLDS.........I THINK YOU ARE THE LAST EMPLOYEE AND PACKING UP YOUR DESK AS YOU TYPE
NO THEY ARE NOT--THEY HAVE NOT ANSWERED PHONES FOR 17 HOURS
Me
I can appreciate that you are frustrated. However, I am unable to have someone call you. You will have to contact the technical support using the links and phone number provided above. Is there anything else I can assist you with today?
At this point, they stopped posting long enough for me to use the "It seems you no longer need our assistance. Thank you for contacting..." and I disconnected the chat. Shortly afterwards, another coworker got this person in their chat and received similar "shouting" and threats of reporting me to Headquarters.
Also, for fun, after work, I called the tech number. Yes, there is a 30 minute wait, but they also offer call back service. So there's no way they were on hold for 17 hours.
Anyway, I just had to vent. Sorry it is so long.
Our boxes only appear when a customer is on the product pages, although we still end up with a lot of people looking to find a quicker work around for Tech support.
I rarely post my work frustrations, although I enjoy reading the posts from others. I usually enjoy my job.
Tonight was extra racist and fun. Also, extra points for the all caps chat. Always a good way to start. And of course the extreme use of !!!!!!!!!!!!!!!!!! eleventy! The lies this SC told were particularly entertaining. I find it interesting that they have been a 35 year customer of a 20 year old company. And have been on hold for 17 plus hours, but have also called 20 times (and apparently called 4 other numbers... that aren't related to our company so not sure where they were going with that!)
Below: a transcript of my conversation. Beware- it is long. And mostly boring, but I needed to vent.
Me
Hi, how can I help you today?
Visitor
I HOPE YOU CAN BE NICER THAN THE LAST REP--SHE DISCONNECTED ON PURPOSE FROM ME.....
Me
I am sorry to hear that. How may I help you today?
Visitor
I HAVE BEEN ON HOLD ALL DAY WITH PHONE SUPPORT---ALL DAY LONG. 17 HOURS NO ANSWER. I NEED A LIVE HUMAN VOICE BUT YOUR PHONES HAVE BEEN ON HOLD ALL DAY--ALL DAY---PLEASE BE HONEST.....ARE YOU GOING OUT OF BUSINESS OR IS IS A NATIONAL HOLIDAY IN THE COUNTRY WHERE THE CALL CENTER IS??? HONESTY!!!!
Me
I can assure you we are not going out of business. I am sorry you are having trouble getting through. In order to direct you to the best resource for your situation, may I ask what brings you to chat today?
Visitor
PLEASE TELL <name redacted> THAT SHE IS THE MOST RUDE PERSON EVER
AND IT IS NO WONDER SHE IS NOTHING MORE THAN AN "OPERATOR" IN A CUBE WITH A HEADSET ON WHO IS MAKING MINIMUM WAGE-THAT IS ALL SHE IS GOING TO DO W/HER LIFE-I ADMIT I AM NOT TECH SAVVY BUT HAD A SECRETARY DO MY WORK AND RETIRED AT AGE 45 WITH MILLIONS OF DOLLARS. THAT IS NOT GOING TO HAPPEN FOR HER SINCE SHE HAS NO MANNERS AT ALL AND WILL BE REPORTED TO HEADQUARTERS MONDAY. I HAVE HER NOTES PASTED AND HOW SHE ENDED THE CONVERSATION ABRUPTLY. THE PROBLEM IS GETTING MY COVERAGE TRANSFERRERD, SET UP AND WORKING.......I AM A 35 YEAR NON STOP CUSTOMER!!! MAY I ASK WHAT IS YOUR PHONE ISSUE?????? I KNOW YOU ARE HAVING LOTS OF ISSUES AND ARE NOT WORKING WELL. I HATE TO LEAVE BUT AM VERY CLOSE, BUT I AM A "PITT BULL" ABOUT REPORTING PEOPLE WHO ARE RUDE AND SHE WILL BE REPORTED
I HAVE DEALT WITH YOUR PHONE SUPPORT FOR 35 YEARS. TELL ME WHAT MAKES TODAY SO DIFFERENT AND I WANT TOTAL HONESTY!!!
Me
I may be able to assist you better if I could get some clarification on your reason for contacting us today
Visitor
PRODUCT TRANSFER! NOT TO BE RUDE BUT CAN YOU READ ENGLISH???? ARE YOU I INDIA? I BET 10:1 YOU ARE. I WANT SERVICE AND WANT TO KNOW WHY THE PHONES ARE ON HOLD ALL DAY.......I AM GETTING NOTHING FROM THIS CHAT WASTE AND I THINK IT IS BECAUSE YOU CANNOT READ ENGLISH. YOU JUST SPEAK BASIC ENGLISH IN HEAVY INDIAN ACCENTS I KNOW IT AND CAN TELL--YOU HAVE PASTED SCRIPTS A 4TH GRADE KID COULD DO... WALK NXT DOOR AND HAVE YOUR BOSS CALL ME!!
I HAVE BEEN MORE THAN CLEAR. YOU & YOUR ASSOCIATE ARE PASTING IN SENTENCES YOU HAVE BEEN PROVIDED...YOU DO NOT UNDERSTAND ENGLISH..........THAT IS WHY THEY HIRES YOU TO PAY YOU ABOUT 2 DOLLARS PER HOUR
Me
All of our sales and support staff are located in North America. For clarification, you are looking to add another phone to your plan?
Visitor
YES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
BUT WITH A LIVE VOICE TO MAKE SURE MY INTERFACE WORKS ETC!!!!!!!!!!!!!!!!!
me
Thank you for the clarification. I am sorry for the misunderstanding.
**I then proceed to give instructions on how to add their phone and if they still felt the need to speak to technical support, I provided them with the tech chat, the tech website and their phone number **
Is there anything else I can help you with today?
Visitor
YET ANOTHER IDENTICAL PASTE............YOU REFUSE TO HAVE SOMEONE CALL ME...........I HAVE TRIED THAT NUMBER 20 TIMES TODAY AS WELL AS 4 OTHERS........NO ANSWERS BUT YOU ARE VERY VERY SECRETIVE ABOUT WHAT IS GOING ON. I SAY JOBS ARE OVER.......FIRED --HISTORY!!!!!!!!!!
Me
I am sorry, however, I am not able to transfer you to technical support. My role is to direct you to the appropriate resource. In your situation our support department will be able to help you.
Visitor
SAME PROMPT-SAME VOICE--SAME ALL DAY HOLDS.........I THINK YOU ARE THE LAST EMPLOYEE AND PACKING UP YOUR DESK AS YOU TYPE
NO THEY ARE NOT--THEY HAVE NOT ANSWERED PHONES FOR 17 HOURS
Me
I can appreciate that you are frustrated. However, I am unable to have someone call you. You will have to contact the technical support using the links and phone number provided above. Is there anything else I can assist you with today?
At this point, they stopped posting long enough for me to use the "It seems you no longer need our assistance. Thank you for contacting..." and I disconnected the chat. Shortly afterwards, another coworker got this person in their chat and received similar "shouting" and threats of reporting me to Headquarters.
Also, for fun, after work, I called the tech number. Yes, there is a 30 minute wait, but they also offer call back service. So there's no way they were on hold for 17 hours.
Anyway, I just had to vent. Sorry it is so long.
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