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I took a turnover call in my department today. This nasty, bitchy, screaming woman called about not being able to connect to the internet. (Now, before you all say something like, "This should be on the tech forum", read the entire story first). All I heard from my rep was "Maam, I am trying to assist you and need to ask these questions." After it turned into this rep not being able to get a word in edgewise, I had to take over the call being I am a lead, not a supervisor, and no supervisors were available.
Me: Thank you for calling, my name is greensinestro. How may I help you?
SC: You can first tell me your ID number!
Me: I do not have an ID number, but am the only greensinestro in this department.
SC: Oh, so you're refusing to give me your ID number! Well, you're as horrific as the other rep I spoke to.
Me: Maam, I can help you with whatever problem you have.
SC: No, you can't, because you already refused to give me your ID number. All employees have ID numbers! What is your job title?
Me: I am a lead and can assist you with whatever problem you, maam.
SC: A lead???!!!!I demanded a supervisor and you're answering this call? I don't even like your attitude because you won't give me your ID number!
Me: Maam, I can assist you as well as a supervisor can.
SC: No, you can't because you're attitude stinks! Now, I want this escalated right now to the executive office, I want that number, and I demand you transfer me there.
Me: We do not have authority to provide you with that number, nor do we transfer calls there. I can refer this for a call back from that level.
SC: You had better transfer me there now, because if you don't, I am going to my news station, calling the FCC and PSC, calling my senator, the governor, the President of the United States, and anyone else that will take care of my problem.
Me: Again, maam, I cannot provide you with the executive number, nor can I transfer you. I can take your number for a call back from that level.
SC: Fine, but I had better get this call back within 24 hours, or I am going through with my promise (actually, threats) to call who I need to about this problem.
She then hung up, and I never did find out what her problem was, except it had to do with the internet. I also checked her account notes and found she's a frequent complainer and makes the same threats to anyone she speaks with. Also, our collections department is very familiar with her, but much of the time, when the account goes into their department, she is "awarded" credits for her constant threats and ugliness. Customers like this are certainly not worth keeping, that's for sure.
And, I have yet to find out the story from the executive level.
Me: Thank you for calling, my name is greensinestro. How may I help you?
SC: You can first tell me your ID number!
Me: I do not have an ID number, but am the only greensinestro in this department.
SC: Oh, so you're refusing to give me your ID number! Well, you're as horrific as the other rep I spoke to.
Me: Maam, I can help you with whatever problem you have.
SC: No, you can't, because you already refused to give me your ID number. All employees have ID numbers! What is your job title?
Me: I am a lead and can assist you with whatever problem you, maam.
SC: A lead???!!!!I demanded a supervisor and you're answering this call? I don't even like your attitude because you won't give me your ID number!
Me: Maam, I can assist you as well as a supervisor can.
SC: No, you can't because you're attitude stinks! Now, I want this escalated right now to the executive office, I want that number, and I demand you transfer me there.
Me: We do not have authority to provide you with that number, nor do we transfer calls there. I can refer this for a call back from that level.
SC: You had better transfer me there now, because if you don't, I am going to my news station, calling the FCC and PSC, calling my senator, the governor, the President of the United States, and anyone else that will take care of my problem.
Me: Again, maam, I cannot provide you with the executive number, nor can I transfer you. I can take your number for a call back from that level.
SC: Fine, but I had better get this call back within 24 hours, or I am going through with my promise (actually, threats) to call who I need to about this problem.
She then hung up, and I never did find out what her problem was, except it had to do with the internet. I also checked her account notes and found she's a frequent complainer and makes the same threats to anyone she speaks with. Also, our collections department is very familiar with her, but much of the time, when the account goes into their department, she is "awarded" credits for her constant threats and ugliness. Customers like this are certainly not worth keeping, that's for sure.
And, I have yet to find out the story from the executive level.
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