At red checkmark, my system shows me how many times a customer has called in the past month. The idea being that if someone has called a lot, we need to work harder to fix whatever problems they're having so they stop calling back.
It is also however something of a de facto SC meter as a good number of the "special snowflakes" tend to call in again and again and again.
Prior to the start of the month, the most calls I'd seen in 30 days was 63.
Then, around the start of the month I had an account that had 85. The records on that were pretty impressive. It was just an unending train of "Supervisor call" "Corporate office" "credit applied". I've seen the "Corporate office" memos on accounts before. What that means is the SC has, for some reason, been handled at one time or another by our executive service team, which only gets involved on really messed up accounts.
Most accounts NEVER get these records on them. Even the few I've seen that had them may have at most three in an entire year.
This one had SIX in ONE week. And when you looked back further there was even more than that.
He was one of these guys who complained about absolutely every last thing: His phone sucked, his service sucked, all of us at <red checkmark> sucked (seriously, there were I don't how many notes indicating that he would threaten to get every person he spoke to fired), Google sucked, Samsung sucked and so on and so forth.
The only good thing about that call was that he didn't ask for a manager, he just cussed at me for what seemed like forever and then hung up.
I naively assumed that 85 calls in 30 days was a record that would stand for a good while, but about a week ago I came across an account that had...
wait for it....
260 calls in 30 days
Or in other words, approximately NINE times a day!
That is NOT a typo!
The records on this account were a screed so long they'd make a phone book look like a three page travel brochure. This guy had tortured so many poor reps George R.R. Martin would be like: "dude, lay off a bit."
I mean it was absolutely epic, it was like the previous account on steroids. Endless complaints, supervisor calls, credits, free phones, free accessories, early upgrades. I swear it seemed like he must have badgered every rep in the entire company. Some caved, some didn't, but he just kept trying and trying and trying. I wonder how many poor reps have quit because of him, I'm sure he's run quite a few off.
He was apparently trying for the SC Hall of Fame or something.
The one weird thing about that was I didn't see any Corporate notes on that one. They may have been buried in there somewhere though.
I don't even want to think about much money this guy has COST us. I mean I'm sure it's many, MANY times more than we've made from him.
I really do wish my company would be more proactive about "firing" badgering, sucky, impossible to please customers, especially when they are clearly costing US money to do business with. I really think both parties would be better off in the end anyway.
It is also however something of a de facto SC meter as a good number of the "special snowflakes" tend to call in again and again and again.
Prior to the start of the month, the most calls I'd seen in 30 days was 63.
Then, around the start of the month I had an account that had 85. The records on that were pretty impressive. It was just an unending train of "Supervisor call" "Corporate office" "credit applied". I've seen the "Corporate office" memos on accounts before. What that means is the SC has, for some reason, been handled at one time or another by our executive service team, which only gets involved on really messed up accounts.
Most accounts NEVER get these records on them. Even the few I've seen that had them may have at most three in an entire year.
This one had SIX in ONE week. And when you looked back further there was even more than that.
He was one of these guys who complained about absolutely every last thing: His phone sucked, his service sucked, all of us at <red checkmark> sucked (seriously, there were I don't how many notes indicating that he would threaten to get every person he spoke to fired), Google sucked, Samsung sucked and so on and so forth.
The only good thing about that call was that he didn't ask for a manager, he just cussed at me for what seemed like forever and then hung up.
I naively assumed that 85 calls in 30 days was a record that would stand for a good while, but about a week ago I came across an account that had...
wait for it....
260 calls in 30 days
Or in other words, approximately NINE times a day!
That is NOT a typo!
The records on this account were a screed so long they'd make a phone book look like a three page travel brochure. This guy had tortured so many poor reps George R.R. Martin would be like: "dude, lay off a bit."
I mean it was absolutely epic, it was like the previous account on steroids. Endless complaints, supervisor calls, credits, free phones, free accessories, early upgrades. I swear it seemed like he must have badgered every rep in the entire company. Some caved, some didn't, but he just kept trying and trying and trying. I wonder how many poor reps have quit because of him, I'm sure he's run quite a few off.
He was apparently trying for the SC Hall of Fame or something.
The one weird thing about that was I didn't see any Corporate notes on that one. They may have been buried in there somewhere though.
I don't even want to think about much money this guy has COST us. I mean I'm sure it's many, MANY times more than we've made from him.
I really do wish my company would be more proactive about "firing" badgering, sucky, impossible to please customers, especially when they are clearly costing US money to do business with. I really think both parties would be better off in the end anyway.
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