but it may as well be because they make you feel like crap.
So I get this call from some guy working at a hotel, or for a hotel company, or whatever. Idk, I wasn't impressed. Anyway, they have had one of our machines for years and something about it's analog and hasn't been used for months and they want to cancel.
So while he's ranting and raving I'm looking at the notes in the system and find he's already talked to 6 other people beside me. It's a lease so they're obligated to pay off all remaining terms even if they cancel now. He wants the quote lower, which is the whole thing, really. At some point before he came to me in billing he had already talked to retention dept. and they had lowered their quote by 30%, which they absolutely did not have to. He still didn't want to pay it. It was the principal of the thing! eleventy!
Some things I remember that made me feel mocked by proxy, I guess:
--He asked me if I'd ever stayed in this hotel or that. I humored him and answered that perhaps I had at some point, whatever. He was trying to make the point that his company is huge [as if I'm unaware that there are big hotel companies] and it's not that they can't pay the settlement; they have the money but won't do it. This was all because some email stated they were "unable to pay" the settlement and he was offended at the wording. Yeah, they were being polite by saying you couldn't pay it and not stating that you were being a jackass and refusing to pay your bill.
--I saw in the notes somewhere a copy of a demand letter from 1 1/2 months ago ordering them to surrender the equipment for repossession. If it was already at this point, why argue the settlement now? BTW, the new quote is like $700 or something.
--He wanted me to keep going up the chain to find a person who could lower the settlement. I did reach out via messaging but every sup was in a meeting. No one was answering. Meanwhile he kept goading me into my boss' boss' name, which I wasn't gonna give him. I just kept saying that I needed to find out who was the best person to help him and that above my boss, I don't know how the company is structured, which is true. I don't have time to look at the management tree chart; I have work to do. He literally laughed mockingly. I was not about to tell him I'm new because that was ammunition.
--We have supervisors but we also have senior agents who are our floor help. They can take sup calls. S had taken this guy's call earlier and now I was being asked if S was really a supervisor. To be honest, I'm not sure exactly what S's status is; I just know he comes over to help us from time to time. I don't lie so I had to explain that I wasn't sure what position he is. It doesn't matter anyway; he's obviously qualified enough to take supervisor requests because he does it frequently. When talking to customers I just refer to those people as supervisors because for all intents and purposes they are, and I don't need to explain company structure to callers.
The bottom line is that this guy spent over 4 hours on the phone trying to wear us down into writing off the lease. What did he get for his efforts? I double-checked the case after lunch and saw he was sent to collections. And the people rejoiced.
So I get this call from some guy working at a hotel, or for a hotel company, or whatever. Idk, I wasn't impressed. Anyway, they have had one of our machines for years and something about it's analog and hasn't been used for months and they want to cancel.
So while he's ranting and raving I'm looking at the notes in the system and find he's already talked to 6 other people beside me. It's a lease so they're obligated to pay off all remaining terms even if they cancel now. He wants the quote lower, which is the whole thing, really. At some point before he came to me in billing he had already talked to retention dept. and they had lowered their quote by 30%, which they absolutely did not have to. He still didn't want to pay it. It was the principal of the thing! eleventy!
Some things I remember that made me feel mocked by proxy, I guess:
--He asked me if I'd ever stayed in this hotel or that. I humored him and answered that perhaps I had at some point, whatever. He was trying to make the point that his company is huge [as if I'm unaware that there are big hotel companies] and it's not that they can't pay the settlement; they have the money but won't do it. This was all because some email stated they were "unable to pay" the settlement and he was offended at the wording. Yeah, they were being polite by saying you couldn't pay it and not stating that you were being a jackass and refusing to pay your bill.
--I saw in the notes somewhere a copy of a demand letter from 1 1/2 months ago ordering them to surrender the equipment for repossession. If it was already at this point, why argue the settlement now? BTW, the new quote is like $700 or something.
--He wanted me to keep going up the chain to find a person who could lower the settlement. I did reach out via messaging but every sup was in a meeting. No one was answering. Meanwhile he kept goading me into my boss' boss' name, which I wasn't gonna give him. I just kept saying that I needed to find out who was the best person to help him and that above my boss, I don't know how the company is structured, which is true. I don't have time to look at the management tree chart; I have work to do. He literally laughed mockingly. I was not about to tell him I'm new because that was ammunition.
--We have supervisors but we also have senior agents who are our floor help. They can take sup calls. S had taken this guy's call earlier and now I was being asked if S was really a supervisor. To be honest, I'm not sure exactly what S's status is; I just know he comes over to help us from time to time. I don't lie so I had to explain that I wasn't sure what position he is. It doesn't matter anyway; he's obviously qualified enough to take supervisor requests because he does it frequently. When talking to customers I just refer to those people as supervisors because for all intents and purposes they are, and I don't need to explain company structure to callers.
The bottom line is that this guy spent over 4 hours on the phone trying to wear us down into writing off the lease. What did he get for his efforts? I double-checked the case after lunch and saw he was sent to collections. And the people rejoiced.
Comment