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"This is why people go crazy and start shooting"
Sorry this is long and rambling.....just had to share this story from yesterday.
I got a call from a guy today who had been turned off for non-payment. He's pissed because the tech showed up when he "just stepped out for a moment" and wasn't home to make a payment. Reviewing his account shows that he's had service since January and hasn't made even one payment. His apartment complex set up his service so we didn't have his phone number or soc sec number and therefore are unable to link him to any other accounts that he may have previously had with us. He's mad because we never called him to tell him that his service was going to be turned off. We sent two notices by mail which he claimed he didn't receive. While on the phone he finds one of our bills and opens it, and it's the "intent to shut off notice" proving that what I told him was true. He wants me to waive the security deposit. I tell him it's non-negotiable and then he asks for a supervisor. My supervisor isn't available, so I advise him that if he gives me a contact phone number the supervisor will call him back. Several times during the call he curses at me and several times I ask him "not to use that kind of language with me". He says he's "a Marine and hasn't got time for this, and it's situations like this that cause people to go crazy and start shooting." I ask, "Sir, is this a threat?" and he says, "Does it sound like one?" to which I reply, "It sure didn't sound nice".... I give him several options about how to get his service back on and tell him it's up to him. He finally makes a decision, which he's not happy about, but I place a turn on order for him and send him on his way.....
Several hours later, I get a transferred call from another rep....seems this guy is looking for me, so she transfers him to me and I'm expecting to get more crap from him. Instead, he apologized!!! Said he was sorry for taking out his frustrations on me. My jaw hit the floor. It was my last call of the day.
I got a call from a guy today who had been turned off for non-payment. He's pissed because the tech showed up when he "just stepped out for a moment" and wasn't home to make a payment. Reviewing his account shows that he's had service since January and hasn't made even one payment. His apartment complex set up his service so we didn't have his phone number or soc sec number and therefore are unable to link him to any other accounts that he may have previously had with us. He's mad because we never called him to tell him that his service was going to be turned off. We sent two notices by mail which he claimed he didn't receive. While on the phone he finds one of our bills and opens it, and it's the "intent to shut off notice" proving that what I told him was true. He wants me to waive the security deposit. I tell him it's non-negotiable and then he asks for a supervisor. My supervisor isn't available, so I advise him that if he gives me a contact phone number the supervisor will call him back. Several times during the call he curses at me and several times I ask him "not to use that kind of language with me". He says he's "a Marine and hasn't got time for this, and it's situations like this that cause people to go crazy and start shooting." I ask, "Sir, is this a threat?" and he says, "Does it sound like one?" to which I reply, "It sure didn't sound nice".... I give him several options about how to get his service back on and tell him it's up to him. He finally makes a decision, which he's not happy about, but I place a turn on order for him and send him on his way.....
Several hours later, I get a transferred call from another rep....seems this guy is looking for me, so she transfers him to me and I'm expecting to get more crap from him. Instead, he apologized!!! Said he was sorry for taking out his frustrations on me. My jaw hit the floor. It was my last call of the day.
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