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Calls at the call center haven't been quite as bad as I thought, a few dumbasses to be sure, but usually it's tolerable. However once in awhile I deal with someone, I see an account that just shocks the hell out of me.
I get this call from a guy who says in a very authoritative sounding voice that he was signed up for some package and wasn't supposed to be and he's called in three times and he's very upset about it and wants something it removed plus a credit for all the months he was not supposed to be on it
Ok fair enough, so I poke through his account and this is where it gets interesting.
Seems Mr. "called in three times" has had credits out the wazoo for various things, not to mention a bunch of crazy notes. Here are a few paraphrased examples:
"Cust called in and complained about overage charges, told him could not offer credit. Became very angry and said he didn't like Indians. Hung up on me."
"Cust called in and said he was on the wrong plan, was yelling and cursing and complaining he didn't like middle easterners. Asked for sup."
"Cust called in complaining about usage charges, he was very rude and he's racist!"
"Cust called in about his new phone, complained his reception wasn't very good and we were cheating him by charging him full price for crappy service. Said he was a $300/hr lawyer and threatened to sue us.
"Cust called in and demanded sup. Made fun of my accent, said he would only deal with an "american" and didn't want to talk to anyone else."
(thankfully I have no accent and am well spoken so at least I've won that battle, but I'd HATE to feel his wrath if I was foreign).
It gets even better, before I reviewed the account and saw all his SC glory moments, he asked if it would be ok if he talks to someone he's with while I do my thing. I said sure.
So I overhear this conversation and I don't know here he was, but he was ripping on this poor lady for apparently screwing up some delivery and showing up too early in the morning and was saying he wanted a refund plus a bit extra for his troubles. She offered to reschedule the delivery and give him a deep discount, then he said those immortal words: "can I speak to a manager?" Only to be told one wasn't in, then he left all his personal info and said if he doesn't get a call back there will be trouble.
This all while I am on the line with him. I was like
Oooh boy do I have a live one here! Thankfully I just told him we'd give him credit (which may not happen, it has to go to a supervisor to review because he'd had so damned many) and he seemed happy enough about that, but I shudder to think how nasty that call could've been.
I didn't know whether to laugh or shake my head at the fact he was being sucky to two companies at the same time.
I get this call from a guy who says in a very authoritative sounding voice that he was signed up for some package and wasn't supposed to be and he's called in three times and he's very upset about it and wants something it removed plus a credit for all the months he was not supposed to be on it
Ok fair enough, so I poke through his account and this is where it gets interesting.
Seems Mr. "called in three times" has had credits out the wazoo for various things, not to mention a bunch of crazy notes. Here are a few paraphrased examples:
"Cust called in and complained about overage charges, told him could not offer credit. Became very angry and said he didn't like Indians. Hung up on me."
"Cust called in and said he was on the wrong plan, was yelling and cursing and complaining he didn't like middle easterners. Asked for sup."
"Cust called in complaining about usage charges, he was very rude and he's racist!"
"Cust called in about his new phone, complained his reception wasn't very good and we were cheating him by charging him full price for crappy service. Said he was a $300/hr lawyer and threatened to sue us.
"Cust called in and demanded sup. Made fun of my accent, said he would only deal with an "american" and didn't want to talk to anyone else."
(thankfully I have no accent and am well spoken so at least I've won that battle, but I'd HATE to feel his wrath if I was foreign).
It gets even better, before I reviewed the account and saw all his SC glory moments, he asked if it would be ok if he talks to someone he's with while I do my thing. I said sure.
So I overhear this conversation and I don't know here he was, but he was ripping on this poor lady for apparently screwing up some delivery and showing up too early in the morning and was saying he wanted a refund plus a bit extra for his troubles. She offered to reschedule the delivery and give him a deep discount, then he said those immortal words: "can I speak to a manager?" Only to be told one wasn't in, then he left all his personal info and said if he doesn't get a call back there will be trouble.
This all while I am on the line with him. I was like
Oooh boy do I have a live one here! Thankfully I just told him we'd give him credit (which may not happen, it has to go to a supervisor to review because he'd had so damned many) and he seemed happy enough about that, but I shudder to think how nasty that call could've been. I didn't know whether to laugh or shake my head at the fact he was being sucky to two companies at the same time.
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