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Ah, the life of a supervisor and the hilarity it brings

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  • Ah, the life of a supervisor and the hilarity it brings

    So I take escalated calls in my new position, and I had another doozy today. It was the worst possible kind of SC, the one that kind of has a reason to be sucky but they get greedy about it.

    Case in point: I was talking to a guy today who's cable was accidentally cut off along with his neighbor's when the neighbor moved out and shut their service off. We went out and fixed the problem, total down time for the guy was something like 2-3 days. Now obviously we goofed, but we fixed it and made sure he wasn't billed for the time he didn't have service as well as a few extra credits for making a mess of things.

    Well of course that wasn't good enough.


    What happened is his service was off long enough to generate a bill showing a credit for the remainder of his billing cycle, which would have been correct had he called in and intended to shut off service. He knew the bill wasn't correct, so he waited for the next bill which he got a few days ago (hence the call). When the service was restored, it began billing him so his new bill was the current month + the previous month from the time service was reconnected. He hits the ceiling over that, his main beef being how dare we expect him to pay for service he was using because we made a mistake. I try to explain to the guy, our billing system only generates 1 statement a month, so after we fixed our mistake the next bill was going to be bigger since he basically didn't get a bill the previous month because of the mess. He kept mentioning how he knew he didn't get a correct bill last month but was still mad his current one was bigger.

    Finally he comes out and tells me what he wants me to do (finally): he wants me to credit the ENTIRE MONTH all because we had the audacity to expect him to pay for services rendered after straightened out the mess. I was like uhhh, no. You were given credit, the problem was fixed, I'm sorry you had this happen but you're not going to get a whole effin' month of credit just because you're throwing a tantrum over the bill you just got. Of course that was met with much whining and fit-throwing until he pulled the trump card all cable SCs think will cause me to drop to my knees and offer oral to prevent: the dreaded WELL I'LL JUST CALL VERIZON AND CANCEL MY SERVICE () SINCE YOU DON'T SEEM TO WANT TO KEEP ME AS A CUSTOMER~!!@!eleventy!"

    Ah yes, if I had a dime for every time an SC told me I don't care about keeping them as a customer because I won't hand over assloads of credit I could stack them up and complete the Bridge to Nowhere.

    So I just flat out tell the guy that he got all the credit he's going to get and he has the right to switch providers if that's the choice he wants to make. I swear I could practically hear the sound of air being let out of a balloon as it sunk in that he wasn't speaking to a spineless cave-in-to-pacify-a-SC supervisor.

    Of course just to make sure I had no lingering doubts of the maturity level of the person I was dealing with, he made sure to sputter out "YOU'RE A FUCKING ASSHOLE, YOU KNOW THAT?" before slamming the phone down.

    Why yes, yes I did know that. I've been one for a while. The pay's good and there's no heavy lifting.
    "You know, there are times when it's a source of personal pride not to be human." - Hobbes

  • #2
    Of all the managment I've worked with, it was usually the call center sups that had the biggest spines.

    My favourite supervisor I worked for took the funniest Sup calls ever, she would totally own SCs.
    "If we refund your money, give you a free replacement and shoot the manager, then will you be happy?" - sign seen in a restaurant

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    • #3
      Even as a regular call center rep, it doesn't take long to develop a finely tuned BS detector. I have no problems giving large amounts of credit *when warranted* but those legit issues are actually pretty rare.

      It's kind of fun when you have someone absolutely dead to right as a bullshitter and it's like a cat batting a mouse around. I usually end up having them hang up on me out of frustration since they realize they're not going to win.


      A dead giveaway to spot BS'ers is they're they ones who play the "you're bad at your job because you won't give me what I want" card. Once I hear that, IT'S TIME TO PLAY THE GAME!!! *cue Motorhead* (MystyGlyttr will probably be the only one who gets that reference)

      I've grown fond of the "Just because you're not getting the answer you want doesn't mean I'm not willing/able to help you" response myself. I don't like it when a SC tries to insult my ability to do their job as if it was measured in willingness to bend over backwards to their whims.
      "You know, there are times when it's a source of personal pride not to be human." - Hobbes

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      • #4
        He'll have even MORE fun with Verizon billing.
        Supporting the idiots charged with protecting your personal information.

        Comment


        • #5
          What a ninny. He wants a month comped for 2 or 3 days outage? HAHAHAHA!
          <OT>
          Ya know, I don't understand why people think asshole is such an insult. It's still useful - without one, life would be...uncomfortable....
          No, I think appendix is far worse - it's useless! <Back OT>
          The report button - not just for decoration

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          • #6
            Quoth CancelMyService View Post
            "YOU'RE A FUCKING ASSHOLE, YOU KNOW THAT?" before slamming the phone down.

            Why yes, yes I did know that. I've been one for a while. The pay's good and there's no heavy lifting.
            there is a lot of drilling though

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            • #7
              I don't think too highly of my supervisor, but I will admit, she does give SC's a helluva smackdown on sup calls.
              I don't get paid enough to kiss your a**! -Groezig 5/31/08
              Another day...another million braincells lost...-Sarlon 6/16/08
              Chivalry is not dead. It's just direly underappreciated. -Samaliel 9/15/09

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              • #8
                Quoth CancelMyService View Post
                Once I hear that, IT'S TIME TO PLAY THE GAME!!! *cue Motorhead* (MystyGlyttr will probably be the only one who gets that reference)
                "It's all about your debt and if you can pay it." - for some reason that line seems appropriate

                Go ahead you cerebral assassin you.
                Please wait patiently I have enough sarcasm for everyone.

                Comment


                • #9
                  Now this is , but last week, (after hurricane Ike which passed more than 3 weeks ago), for 3 days my cell phone didn't work. No network connection. This is a pay-as-you-go phone, so every 3 months I pay $25 for min., since I hardly used the phone (though during Ike I ran out of $80 worth of min. and had to pre pay another $25). So I got ahold of Cingular/At&T (they keep on changing their name, I can't keep track of it) and tell them I want my expiration date extended 3 days since I didn't have any network connection the past 3 days. Nope, they can't extend the expiration 3 days. Grr.
                  Time! Time! Time is what turns kittens into cats.

                  Don't teach me a lesson; all I learn is that you are an asshole.

                  I wish porn had subtitles.

                  Comment


                  • #10
                    Quoth CancelMyService View Post
                    IT'S TIME TO PLAY THE GAME!!! *cue Motorhead* (MystyGlyttr will probably be the only one who gets that reference)
                    HHH reference?
                    Unseen but seeing
                    oh dear, now they're masquerading as sane-KiaKat
                    There isn't enough interpretive dance in the workplace these days-Irv
                    3rd shift needs love, too
                    RIP, mo bhrionglóid

                    Comment


                    • #11
                      Should have told him you will send in the cancel service request as he wishes. Just to see what he then said. :P

                      Comment


                      • #12
                        Quoth CancelMyService View Post
                        Even as a regular call center rep, it doesn't take long to develop a finely tuned BS detector. I have no problems giving large amounts of credit *when warranted* but those legit issues are actually pretty rare.

                        It's kind of fun when you have someone absolutely dead to right as a bullshitter and it's like a cat batting a mouse around. I usually end up having them hang up on me out of frustration since they realize they're not going to win.


                        A dead giveaway to spot BS'ers is they're they ones who play the "you're bad at your job because you won't give me what I want" card. Once I hear that, IT'S TIME TO PLAY THE GAME!!! *cue Motorhead* (MystyGlyttr will probably be the only one who gets that reference)
                        Oh come on there's more than one WWE fan on this board.

                        Nicely played.
                        "If we refund your money, give you a free replacement and shoot the manager, then will you be happy?" - sign seen in a restaurant

                        Comment


                        • #13
                          Quoth depechemodefan View Post
                          So I got ahold of Cingular/At&T (they keep on changing their name, I can't keep track of it) and tell them I want my expiration date extended 3 days since I didn't have any network connection the past 3 days. Nope, they can't extend the expiration 3 days. Grr.
                          Because clearleh prepaid customers are lower-class proles to be stepped on amirite?

                          That kind of disservice is why I left Cingular after only a month or two, and went to Verizon. Now, granted, I bought my Verizon prepaid phone at a third-party reseller, but the guy seriously bent over backwards to get my phone working that day (he was having trouble with his computer) and even comped me an extra month AND a car charger for my time waiting.

                          Glad I'm not with Verizon now though. They used to have the best prepaid pricing. Now they have the worst.

                          end

                          What a ninny. He wants a month comped for 2 or 3 days outage?
                          I got two months off out of Time Warner/Roadrunner for down time that, added up, would probably only equal two or three days.

                          ...though there was a lot more to it than that, and I did it without going SC. I'll never go SC on a TSR, unless they truly, truly deserve it.
                          Supporting the idiots charged with protecting your personal information.

                          Comment


                          • #14
                            The world needs more supervisors like you who refuse to cave to SCs & give them credits they are not entitled to! I bow down to you..
                            "500 bucks, that's almost a million!"
                            ~Curly from the 3 Stooges

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