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I INSIST that you break the rules for me

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  • #1

    I INSIST that you break the rules for me

    SC: yes I need to close my card. You have my permission to speak to my secretary

    Me: well actually, as the cardholder, only you can close the card

    SC: I don't have time for this shit. You're just gonna to do it through my secretary

    Me: no, you have to close the card. It won't take but a few seconds

    SC: I don't have time. My secretary will do it

    Me: she can't

    SC: I INSIST that she be allowed to close this card

    Me: she can't

    SC: Ok I am getting off the line

    Me: sir, if you...... (he got off the line leaving his secretary). Ok ma'am, we hgave to end this call now

    Secretary: He just told you he was giving you permission to speak with me

    Me: you can't close the card

    Secretary: then you put your supervisor on the phone

    Me: I don't have anyone available

    Secretary: Then I'll hold

    Me: holding is not an option. You would have to leave a voicemail

    Secretary: I am not leaving a voicemail. I want talk to someone immediately.

    Me: THere is nobody available

    Secretary: I don't believe you

    Me: I'm sorry but there is nobody available

    Secretary: Then put the bank president on the line

    Me: he is not available either

    Secretary: well then I guess you're going to have to close this card. I'm not getting off this phone until you or someone closes this card for me

    Me: ok we're not going around in circles here so at this time, I am putting you through to a manager's voicemail

    Secretary: what kind of service is that? Good customer service means a willingness to break the rules to give your customers what they want

    Me: have a nice day, ma'am

    Secretary: I swear to God is you put through to a voice mail, I will come over there and..............
    Tags: None
  • #2
    : P

    Do you do meditation or something? My blood pressure would probably be through the roof with your job!

    Comment

    • #3
      Uh, I don't know what kind of card that was (credit or store card) but why oh why would someone think that's okay?? Credit is a huge deal, not something to pass off on a secretary. There are so many security issues. Gah. Also, the secretary sounds like a grade A SC herself.
      Replace anger management with stupidity management.

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      • #4
        Quoth moneybags View Post
        Secretary: what kind of service is that? Good customer service means a willingness to break the rules to give your customers what they want
        Whoever these people and their business are, they sound like a fine and safe company to work with. Hopefully it's nothing to do with medicine, law, or any other type of field where those pesky rules involve things like client confidentiality.
        "Things that fail to kill me make me level up." ~ NateWantsToBattle, Training Hard (Counting Stars parody)

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        • #5
          In the time he was bitching he could've closed the card himself!

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          • #6
            Quoth Bright_Star View Post
            In the time he was bitching he could've closed the card himself!
            Exactly what I was thinking.

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            • #7
              Quoth eltf177 View Post
              Exactly what I was thinking.

              But it's the PRINCIPAL of the thing!

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              • #8
                Quoth moneybags View Post
                Secretary: what kind of service is that? Good customer service means a willingness to break the rules to give your customers what they want

                ..........
                MY answer to this would be the following:

                ME: OK if that is the case I would like to order thousands of dollars of your product or service and I WOULD LIKE IT FOR FREE as a sign of YOUR good customer service practices.
                I'm lost without a paddle and headed up SH*T creek.
                -- Life Sucks Then You Die.

                "I'll believe corp. are people when Texas executes one."

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                • #9
                  Quoth Bright_Star View Post
                  In the time he was bitching he could've closed the card himself!
                  I've worked as a PA and that's pretty much the opposite of the way I'd have handled it. You use your secretary to sit on hold and navigate through the phone tree, and THEN hand the phone over to Boss when it's absolutely necessary. I spent 90 minutes on hold once trying to get a live person for my boss to close an account. But that's what he paid me for.

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                  • #10
                    Yes, people may have secretaries so they can have the privilege of sitting on their butt and having their "servant" do all kinds of personal errands for them. But your bank card is just TOO personal to be able to have your secretary do it!

                    When you need to take a dump, do you just pass on the feeling to your secretary as well so she can go and take the dump for you???

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                    • #11
                      Quoth downforit2008 View Post
                      When you need to take a dump, do you just pass on the feeling to your secretary as well so she can go and take the dump for you???
                      Well that would explain why this SC was so full of crap. . .
                      πϱ -- The Greek Society you've been burning to join!

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                      • #12
                        Oh, a willingness to break the rules is good customer service, is it? Funny, I was under the impression breaking the rules could GET SOMEONE FIRED. But hey, how can it be good service if the rep's not willing to risk their job, right?
                        When you start at zero, everything's progress.

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                        • #13
                          Oh dear, my PA would hand me my arse on a tray, if I'd try something like that.
                          No trees were killed in the posting of this message.

                          However, a large number of electrons were terribly inconvenienced.

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                          • #14
                            Quoth Monterey Jack View Post
                            But it's the PRINCIPAL of the thing!
                            I see what you did there

                            Quoth MoonCat View Post
                            Funny, I was under the impression breaking the rules could GET SOMEONE FIRED. But hey, how can it be good service if the rep's not willing to risk their job, right?
                            *golfclap*
                            "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
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                            "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
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                            "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
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                            • #15
                              If it makes you feel any better, just imagine that there WAS no secretary, and that it was him all along pretending to be her lol.

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