Tweet
So for the past six months I've been working at a call center for a company that sells jewelry on television *cough*. Not everything about it is horrible, the job is full time with benefits and weekly pay, and we have some great customers. But there have been some doozies like:
* the caller who screamed and cursed at me because the show hostess was talking too fast
* the obscene phone call
* the guy who told to "have a crappy day" because his order wasn't shipped overnight like he had paid for, and he had waited a week before calling about it
* the teenage crank caller who kept saying that her phone number was 877-CASH-NOW
* the other teenage crank caller who was bored and seemed to think it was my job to entertain her (it's not and I hung up on her)
* the woman who screamed at me because I asked for the security code from her credit card
* the customers who tell me they will never shop there again (six and counting...)
* the customer who apparently bonded with another call center employee named Lori and seemed to think the place was Lori's answering service and could just call up and be transferred to Lori whenever she felt like it
* if it's not the lonely old ladies talking your ears off it's the gem collectors who are talking your ears off (more annoying than horrible, especially since they all seem to call five minutes before my shift ends and keep me on the phone for 45 minutes)
Anyway, that brings us to Psycho Woman from New Jersey. I was the lucky person who got her call, saying that the ring she ordered hadn't arrived and was wondering where it was. That in itself isn't unusual, I get those calls all the time. So I look up Psycho's tracking number and sure enough her package has been stuck at a post office in Brooklyn for the last five days and doesn't appear to be going anywhere.
Now this is end of the line of what I can do for the customer. I do not have the authority to issue refunds or have replacement packages sent out. That is for the Customer Experience Team (CET) and inform the customer that she will have to get in touch with them to get a refund and/or replacement.
I should also mention that up until this point Psycho Woman has been relatively pleasant. She sounded a little annoyed that she hadn't received her ring yet, but that was understandable. But when I informed her that she would have to call CET, Psycho Woman explodes on me, screaming at me that this isn't HER problem, why am I trying to make this HER problem, she paid for a package that never arrived so now it was MY responsibility to inform CET that her package was lost. Guess what, it isn't and I tell her that.
Pyscho Woman screams at me "Well now, I don't want the ring anymore. What do you think of THAT?"
Newsflash--I don't give a flying fuck, but didn't say that. I just say that I can't cancel the order because it's already been shipped.
Psycho Woman screams at me again "I want to speak to a supervisor because you just keep going bluh bluh bluh bluh bluh bluh and don't know how to ACT!" And yes, that's exactly how she put it. Picture that one condescending mean girl every middle school has and that is exactly what this woman sounded like.
So I transfer the raving maniac bitch over to a supervisor who told her the exact same thing I did.
All that because she would have to make one whole phone call for a ring lost in the mail.
I love retail.
* the caller who screamed and cursed at me because the show hostess was talking too fast
* the obscene phone call
* the guy who told to "have a crappy day" because his order wasn't shipped overnight like he had paid for, and he had waited a week before calling about it
* the teenage crank caller who kept saying that her phone number was 877-CASH-NOW
* the other teenage crank caller who was bored and seemed to think it was my job to entertain her (it's not and I hung up on her)
* the woman who screamed at me because I asked for the security code from her credit card
* the customers who tell me they will never shop there again (six and counting...)
* the customer who apparently bonded with another call center employee named Lori and seemed to think the place was Lori's answering service and could just call up and be transferred to Lori whenever she felt like it
* if it's not the lonely old ladies talking your ears off it's the gem collectors who are talking your ears off (more annoying than horrible, especially since they all seem to call five minutes before my shift ends and keep me on the phone for 45 minutes)
Anyway, that brings us to Psycho Woman from New Jersey. I was the lucky person who got her call, saying that the ring she ordered hadn't arrived and was wondering where it was. That in itself isn't unusual, I get those calls all the time. So I look up Psycho's tracking number and sure enough her package has been stuck at a post office in Brooklyn for the last five days and doesn't appear to be going anywhere.
Now this is end of the line of what I can do for the customer. I do not have the authority to issue refunds or have replacement packages sent out. That is for the Customer Experience Team (CET) and inform the customer that she will have to get in touch with them to get a refund and/or replacement.
I should also mention that up until this point Psycho Woman has been relatively pleasant. She sounded a little annoyed that she hadn't received her ring yet, but that was understandable. But when I informed her that she would have to call CET, Psycho Woman explodes on me, screaming at me that this isn't HER problem, why am I trying to make this HER problem, she paid for a package that never arrived so now it was MY responsibility to inform CET that her package was lost. Guess what, it isn't and I tell her that.
Pyscho Woman screams at me "Well now, I don't want the ring anymore. What do you think of THAT?"
Newsflash--I don't give a flying fuck, but didn't say that. I just say that I can't cancel the order because it's already been shipped.
Psycho Woman screams at me again "I want to speak to a supervisor because you just keep going bluh bluh bluh bluh bluh bluh and don't know how to ACT!" And yes, that's exactly how she put it. Picture that one condescending mean girl every middle school has and that is exactly what this woman sounded like.
So I transfer the raving maniac bitch over to a supervisor who told her the exact same thing I did.
All that because she would have to make one whole phone call for a ring lost in the mail.
I love retail.
Comment