Entitlement Whoring at its worst (epic length)

[Samaliel]

I think I would have taken this to the extreme : ask him to confirm every one word he says three times and being all "Yes Mr boss-man". He wants to play most annoying ? I'd make sure he LOSES. He wants to play most stupid ? I'd make sure he WINS.

[Chanlin]

I sort of did leave ya'all hanging. I posted that toward the end of my shift.

Anyway, when he did call back the CSR he spoke with called my extension and mentioned that someone was on the line wanting to speak with me.

Me: Is it a guy, sort of new yorker accent?

CSR: Yeah, he sounds pretty ticked off.

Me: If you can, get his phone number, if not don't worry about it, but my answer is our conversation is finished. To make a long story short this guy is complaining about people not reading information back to him exactly how he wants it done. He and I will clearly never agree about this issue. If you want to transfer him I don't mind, but please before you do make it clear that I have nothing more to say to him than what has already been said.

CSR: Ok.

CSR later called back with the guys phone number and to let me know the guy hung up on him. I proceeded to inform the supervisors and management about what happened I left a note asking my immediate boss to pull the call and listen to it. I will let you all know what goes down later.

@ Kittish - I'm stealing that line if he calls back again. Unfortunately it will be sans the bit about terminating his account. No matter how many times I try I can't sell upper management on the idea of firing customers. I have 9 numbers on my blacklist though and should they ever allow it

@Samaliel - as tempting as it was to turn the tables on him I do not in any way want to validate his view point by doing it to him. Sort of the whole practice what you preach approach.

[Samaliel]

I get your point. it's always a good idea to stick to your position. But me being me, I would have tried the annoy tactic. Chances that he'd get how retarded he sounds just because you'd try and act even more retarded than he asks are pretty low, though...

[eltf177]

My brain hurts just reading this!

[greensinestro]

I just don't get stuff like this. People certainly have nothing better to do these days other than complain and drive up anyone's blood pressure that they come into contact with. I always take comfort, however, knowing that the call center I work in is probably not the only one this type of SC pulls crap like this on.

[tropicsgoddess]

SC: I’m entitled to ask whatever I want and get an answer.

Me: Yes sir, I agree with that, so long as the request is not unreasonable. With due respect sir, the saying goes you can catch more flies with honey. If you ask politely I’m sure no one would have a problem with….

SC: I will ask however I damn well please and as long as its in English they will answer me back no matter when I ask.

Me: Sir, again I understand your complaint. A CSR should not hang up on you, and they should read back information AT THE END of a transaction before they submit it to make sure they have it right. I don’t mean to be rude by saying this, but I personally feel your request is being incredibly nitpicky, not to mention stopping after each individual character, and for that matter after each individual word just isn’t logical to the flow of a normal conversation. It makes more sense to read back an entire line, not just one letter or word. For example…

SC: I don’t care what you think I am the customer and you will do as I ask. That is my policy.


SC: But its my right to ask for a supervisor. And I will ask you to do whatever I want.

Me: Yes sir I realize that, I just want to make it clear that your request will not be honored.

SC: That’s ok, because it’s not a request, it’s my policy.

Me: Regardless sir we have the right to deny that policy.

SC: I will still make you do it.

Me: And we will still tell you no. Now at this point do you have any other questions or concerns you feel need to be addressed?

SC: Yeah, you need to check your attitude and realize that as the customer I’m the boss. If I say it, you do it.
.

Ugh.....people like that jackass are the reason why I can't wait to go back to school and I will definitely NOT miss working with the public.

[Argabarga]

What a sad and miserable life he must lead if he feels the need to treat people, people he can cowardly abuse over the phone and never have to deal with face-to-face, that way.

[OfficeSlug]

People who don't know the meaning of the word "no."

Bingo!!!


"And that is my policy!" - as if we give a shite what each customer's "policy" is -- I mean, what does he think that MEANS?!?!?

*brain splode*

[XCashier]

Do you have the number to a good proctologist? He can use it, he needs to get that stick out of his arse!

Sorry you had to deal with that EW, but you handled it well. I hope your supervisors are understanding about the situation.

[froglet]

Do you have the number to a good proctologist? He can use it, he needs to get that stick out of his arse!

You mean the one he has an up-close and personal view of?

Any bets he hasn't bothered reading the TOS? Since they don't apply to him, since he has his own policies in place...

[rerant]

ACK! Just reading that made me angry.
I wouldn't have been able to help myself, I would have just spit out, "I'm sorry, sir, but here at My Company we follow our policies, not the customer's."
And then I would have "accidentally" released the call.

[Chanlin]

Update:

Not surprising the bosses don't want us to take any action further than telling the customer in no uncertain terms that his "demand" to have supervisors process his CC orders will be denied. They don't want(won't let) us to do anything further if he makes a nuisance of himself. So now I'm up to 10 numbers on my blacklist and just waiting for the day they let us fire our customers.

So far I know of one instance where we took action against a caller which was one of our dealers employees who was hitting on some of our female reps. Beyond that management doesn't buy into the whole "fire the customer" idea.

@Rerant: Believe me it was sorely tempting to do just that and I might have if I were not acting in the capacity of a supervisor. Besides he has my extension at that point so if he wants to talk to me whenever he can dial through to it.

[depechemodefan]

Why does he not seem to understand that you have some thing or some service he wants and that means HE plays by YOUR rules. Not his.

Damned EWs.

....but yet when he wanted your name and extension, he didn't repeat the spelling and extension #s back to you in single digits, did he? Damned hypocrites too!

I hate this bullsh*t. It's like they purposefully find a way to be a big a$$hole. I mentioned before this guy who was a manager at one of our libraries coming in the remodeled library and asking, "In the newspaper it shows you have a return desk. Where's the return desk? Why isn't it labeled? What if someone comes in whose primary language was French? (the signs for the check-out desks are in English and Spanish...hey why stop at French? Why not Chinese, Urdu, Tamil too?)

Oh, let's just say your a saint and a masochist, and you did it his way:

You: 7
SC: No! NO NO NOO! It's 7!
You: 7
SC: What, you don't speak English! I said 7, not 3!!!!

[greensinestro]

I hate this bullsh*t. It's like they purposefully find a way to be a big a$$hole. I mentioned before this guy who was a manager at one of our libraries coming in the remodeled library and asking, "In the newspaper it shows you have a return desk. Where's the return desk? Why isn't it labeled? What if someone comes in whose primary language was French? (the signs for the check-out desks are in English and Spanish...hey why stop at French? Why not Chinese, Urdu, Tamil too?)

Oh, let's just say your a saint and a masochist, and you did it his way:

You: 7
SC: No! NO NO NOO! It's 7!
You: 7
SC: What, you don't speak English! I said 7, not 3!!!!

This reminds me of the time I was being the relieving in-charge in our call center. One afternoon, my phone rings, and I'm assuming it's a possible supervisor call. What happened next really blew me away, because it was indeed a sup call, but the rep that had transferred it did not announce the call or anything. It was simply a dumped call that went something like this:

Me: Thank you for calling, this is greensinestro, how may I help you?

SC: Do you have my account up yet?

Me: No, maam, I don't. Whoever transferred you.........

SC: Excuse me???!!! Are you all that stupid that you don't have my account?

Me: The rep that transferred you did not announce anything to me. Do you know the name of the rep that transferred you?

SC: (Dodging my question) What idiots do you have there? I already gave my information.

Me; You gave it to the previous person, but unfortunately, it was not announced to me on your transfer.

SC: Ugh! Stupid, stupid people! Ugh.

Me: Maam, we could move along if you would provide your phone number please.

SC: It's xxx-xxx-xxxx. (Now, as I pulled up her account, the rep that has transferred it to me was very clever because this individual had not noted it, so there was no ID or sales code on who dumped this call to me).

Me: All right, I have Janet Jones here.

SC: That's Mizz (Ms) Jones to you! Did you hear me? Mizz Jones.

Me: Yes, maam. Now....

SC: I said Mizz Jones, not maam.

Me: (I'm really getting agitated at this point) Mizz Jones, how many I help you?

SC: I need my account balance (This is why she needed a supervisor? Well, keep reading)

Me: Not a problem Mizz Jones. I show a balance of fifty.......(cuts me off)

SC: Excuse me???!!! Fifty dollars???!!! I should have it in the thirties somewhere.

Me: Mizz Jones, I can look at that, but I do need to ask you to allow me to finish answering one question before you ask another.

SC: I said it should be in the thirties. Why aren't you acknowledging that?

Me: Because that is not what your account says. You also need to allow me to read all the notes, in case we're talking about a pending claim or dispute.

SC: I don't need you to investigate anything. I need that account into the thirties. I have a dispute for a $23 connection fee I was billed for not paying my bill on time! (WTF?)

Me: Well, I would be happy to credit that, being I don't show this sort of thing has happened before. Was this not a request you made of the previous rep?

SC: Yes, it was, and all he did was explained to me what it was

Me: So, you didn't even allow him to offer a credit? That could have been done without the need to escalate the call.

SC: Excuse me, but I don't hear you calling me Mizz Jones. I'm the customer and I expect to be addressed by my proper name (I would have loved to say, "OK, Mizz Hairy Fat-Assed Bitch")

Me: Mizz Jones, I will credit the $23 as a one time courtesy. But again, this could have been handled had you let the previous rep talk to you about it.

SC: Excuse me???!!! You're being rude to me and I will have you reported to your boss!!!

Me: Mizz Jones, I have offered to credit you the $23, and all I'm stating is this whole altercation could have been avoided without needing to escalate your call. Also, I find your comments a little uncalled for, which you keep making even after I gave you what you wanted.

SC: You haven't heard the last of me. (then hung up)



I really, really wanted to go back on crediting the $23, but I kept my word and did it. What I found in this lady's history was something else though. She had great credit with us, had been with us for years, always paid her bill on time and so forth. Yet, once a month, sometimes twice, she would call in to pick fights with anyone she could. She also had some of the direct numbers to supervisors, but upon reading the notes prior to this anonymous rep getting the call, these supervisors were either "not available", or refused to speak to her unless she called in directly. As for the rep that dumped the call to me, I had a pretty good feeling who it was being this guy had done it before, but I had no proof it was actually him. I confronted the guy about it, told him I knew it was him and one day he'd be caught. He was later fired for poor attendance.

As for this SC, the call was long, let alone "painful" at times. I gave this woman what she wanted, yet was verbally abused and berated the entire time. Most people told me they would have let her hang or climb the corporate ladder, but I didn't think it was worth it. She would have received that credit anyway, then later I would have been asked why I let it get so far out of hand.

[XCashier]

Do you have the number to a good proctologist? He can use it, he needs to get that stick out of his arse!

You mean the one he has an up-close and personal view of?

Yeah, I'm surprised he was able to get his head up there, being he's such a tight-arsed git...