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I was reading this thread http://www.customerssuck.com/board/s...ad.php?t=74685 to my Roommate, who related to me the following stories of his tech supporting career:
My Roommate is a supervisor for a cable company. A customer was complaining about her bill, saying that she had never agreed to these charges. Of course, calls are recorded, so roommate pulled-up her previous call to double-check. And of COURSE she HAD agreed to all the charges. When he informed the customer of this, she stated “I don’t believe you.” He then told her that he could let her listen to the previous call. She then stated “I don’t care what your recording says, I KNOW what I said!” She refused to listen to the call and her situation had to get escalated to management, because she somehow believed that the recording could have been changed to have her saying anything.
Over 10-years ago when he worked for another service provider, he was helping a lady trouble-shoot on her computer. After being in the business for so long, you can almost visualize what’s on the customer’s screen. As he led her through ‘click start, go to the left-hand corner, click x…’ etc., she became more and more amazed and said “Oh my gosh, it’s almost like you can SEE my computer!” And he joked with her “No ma’am, we really can’t; but that’s a LOVELY sweater you’re wearing!”
"GASP!"*click*
He never did find out if she complained or not…
My Roommate is a supervisor for a cable company. A customer was complaining about her bill, saying that she had never agreed to these charges. Of course, calls are recorded, so roommate pulled-up her previous call to double-check. And of COURSE she HAD agreed to all the charges. When he informed the customer of this, she stated “I don’t believe you.” He then told her that he could let her listen to the previous call. She then stated “I don’t care what your recording says, I KNOW what I said!” She refused to listen to the call and her situation had to get escalated to management, because she somehow believed that the recording could have been changed to have her saying anything.
Over 10-years ago when he worked for another service provider, he was helping a lady trouble-shoot on her computer. After being in the business for so long, you can almost visualize what’s on the customer’s screen. As he led her through ‘click start, go to the left-hand corner, click x…’ etc., she became more and more amazed and said “Oh my gosh, it’s almost like you can SEE my computer!” And he joked with her “No ma’am, we really can’t; but that’s a LOVELY sweater you’re wearing!”
"GASP!"*click*
He never did find out if she complained or not…
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