I was at work today, the day after my fall, so I’m doing everything left handed and was a little lightheaded from the medicine. I’m kind of glad for that for this customer who called in!
First of all, when he called in, his phone signal was not good, so it was difficult to hear. What I could hear was incoherent screaming. The first words I could understand were him complaining about the hold time, which is always terrible at my bank, which they refuse to do anything about.
I had to try to verify this man who continually screamed at the top of his lungs for the duration of the whole call. I’m sure he gave himself a sore throat!! He screamed his account number, his business name, his name, and one part of the verification. The second part, is much more frustrating.
A little background on the second part of verification: we have to ask very, very specific questions about transactions, for example, the date and the amount of a debit card transaction. If the customer gives us a deposit, we can’t take it, they fail the question. We also then, cannot take that deposit for further verification, possibly causing a second failed question, avd on a third fail, they must go to a branch, no ifs, ands or buts.
So this customer gave me the amount, but not the date. I asked him, quietly, for the date, to which he responded with more incoherent screaming, and I heard him at one point scream “I GAVE YOU EVERYTHING YOU NEED!!!!!!!!!!! FIX It NOOOOW!!!!!!!!!!!!!!”, and he included some profanity, and I said that I only needed the date, and would be willing to wait if he needed to log in and get it. He screamed some more, but I couldn’t make out what he said, and he eventually screamed a date, but I wasn’t sure if I heard him correctly, so asked him to confirm. He screamed it again, and finally was verified.
What it turns out he wanted, was for a large check that he deposited to be released from a hold, which I cannot do, nor can anyone else over the phone. Branch managers only can do this. Well, he certainly hated that answer, but as much as I wish I could fix the broken systems I deal with, I have no power to do so.
The kicker on this call was at the end, he told me that he wanted to take all his insults personally, and that he “hope you have a miserable Christmas.”
My thought was what a temper tantrum this grown man was throwing and how much he’d need a lozenge afterward.
But this call highlights some of the reasons I’m looking for a new job. In the position I’m in now, I’m powerless, branch reps are even more powerless, and nothing gets better.
First of all, when he called in, his phone signal was not good, so it was difficult to hear. What I could hear was incoherent screaming. The first words I could understand were him complaining about the hold time, which is always terrible at my bank, which they refuse to do anything about.
I had to try to verify this man who continually screamed at the top of his lungs for the duration of the whole call. I’m sure he gave himself a sore throat!! He screamed his account number, his business name, his name, and one part of the verification. The second part, is much more frustrating.
A little background on the second part of verification: we have to ask very, very specific questions about transactions, for example, the date and the amount of a debit card transaction. If the customer gives us a deposit, we can’t take it, they fail the question. We also then, cannot take that deposit for further verification, possibly causing a second failed question, avd on a third fail, they must go to a branch, no ifs, ands or buts.
So this customer gave me the amount, but not the date. I asked him, quietly, for the date, to which he responded with more incoherent screaming, and I heard him at one point scream “I GAVE YOU EVERYTHING YOU NEED!!!!!!!!!!! FIX It NOOOOW!!!!!!!!!!!!!!”, and he included some profanity, and I said that I only needed the date, and would be willing to wait if he needed to log in and get it. He screamed some more, but I couldn’t make out what he said, and he eventually screamed a date, but I wasn’t sure if I heard him correctly, so asked him to confirm. He screamed it again, and finally was verified.
What it turns out he wanted, was for a large check that he deposited to be released from a hold, which I cannot do, nor can anyone else over the phone. Branch managers only can do this. Well, he certainly hated that answer, but as much as I wish I could fix the broken systems I deal with, I have no power to do so.
The kicker on this call was at the end, he told me that he wanted to take all his insults personally, and that he “hope you have a miserable Christmas.”
My thought was what a temper tantrum this grown man was throwing and how much he’d need a lozenge afterward.
But this call highlights some of the reasons I’m looking for a new job. In the position I’m in now, I’m powerless, branch reps are even more powerless, and nothing gets better.
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