First proper thread hooray! Hi everybody
A short introduction- I work in a call centre, where I provide tech support for many, many different products. I'm talking TVs, DVD players, home phones, home theatre kits, etc.
A lot of the job is hand holding, helping people to set up things when they are too lazy to RTFM. For the most part, I really love the job.
That said, I have been getting a slew of SCs lately. Which is good, because I have to move before too long and will need to resign at some point in the near future.
SCs will make this less painful. Here are yesterday's gems-
SC- Does what it says on the tin
Me- Tech Support super star
Me- <opening spiel>, have you called us before?
SC- Yeah, no, listen, can you call me right back?
Me- If I could take some of your details, I would be happy to arrange to call you back.
SC- I don't want to give you any of my details. I'm on my mobile and this is costing a fortune and why do I need to pay to tell you one of your products is BROKEN?!
(Side note- yes, customers have to pay to call us, at their local rate. Higher for mobile phones, so, well, don't call from a mobile phone)
Me- Ok. I would need to take at least your phone number and your name, and then I can arrange to call you back.
SC- What do you mean ARRANGE? Listen, this is a birthday present and I need to get it working NOW. Will you just call me back? Isn't my number on your screen right now?!?
Me- Madam, the reason we need to arrange a call back is this. All call back requests are placed into a queue and and called on a first come first served basis. This way, we treat all of our customers fairly.
At this point, I'll mention that I am one of the folk who get to call people back. I am usually able to call people back right away, but because inbound calls have priority, if another call comes through I have to take that first. That is why I can't guarantee the time.
SC- NO! The lady who transfered me to you said you would just call me back!!!
Me- We need to treat all of our customers fairly. I cannot guarantee the time of the call, but that it will be ASAP. If you could let me know which product you're calling about, I could see about answering your question this instant.
SC- It's a <unsupported product
>, but that is not the point! This is bullshit. I want to be transfered to your manager this instant.
Me- Madam, I won't be able to transfer you to my manager because our managers do not take calls. They would tell you the same thing I am telling you now, because we treat all of our customer's fairly.
SC- WHAT?!?!? SO YOU'RE GOING TO DENY ME MY
RIGHT TO SPEAK TO A MANAGER?!?! I'll get you fired for this! You transfer me to a manager this instant!!?!?!11!!
Me- I can try, madam. Are you able to hold one moment please?
Attempts transfer, no manager at desk
Me- Thank you so much for holding. There is not a manager available at the moment. If this is just a quick technical query, I can address it now, and I don't have to take any details for that. Otherwise, I can take your name and phone number and arrange a call back.
SC- OHHHHHHHHHH! Well isn't it just convenient that there is no manager available? You bet your ass I'll be making a formal complaint. Enjoy your job while it lasts. My number is <shouts number in my ear> and you better have some one call me back right fucking now. I can't believe your shit blarjbahljalkjs *hangs up*
I was shaking after that call, and was left with a bit of a dilemma. I could exact my revenge, forget it, and she would never get that b-day present working. She'd probably call back and tirade at someone else. Or, because there is no way I was talking to her again, I could have one of my colleagues call her back and tell her we DONT SUPPORT THE PRODUCT. Something I could have told her in about 30 seconds if she had just STFU.
I went with option B, when my colleague got off the phone he said she is still planning to complain about how horrible we all are, how we don't know anything, etc. Part of me worries that if she actually does complain about me enforcing policy, I might get in trouble for it.
You're harder to get ahold of than...
Following on from that, I had SC2 of the day following right on her heels.
SC2- The clue is in the name
Me- How long till my next break?
Me- <Opening spiel> <requests details>
SC2- <Provides details>
Me- How can I help?
SC2- Well, you idiots have had my daughter's TV for 10 days now, and you said it wasn't going to take more than 2 weeks, and that engineer who took my daughter's TV away said it wasn't going to be more than 2 weeks but I haven't heard anything and what the hell is going on, you're depriving her of her TV!
Me- (WTF? Since when is 10 days more than 2 weeks) Ok sir, lets get to the bottom of this. Have you called the engineers directly?
SC2- WHAT?!?!? Is this the wrong damn department again?!?!?!
Me- Sir, this is the correct department. If your TV's gone out for repair and is taking some time, we can help you find out what is happening.
SC2- Awww f*ck! I KNEW it. That idiot put me through to the wrong department!!! I'm here and there and everywhere and you guys.... you guys are HARDER TO GET AHOLD OF THAN BIN-LADEN!!!!!!!!!!! *hangs up*
Ummm.... what? Nevermind, then.
There have been more... many, many more, but these are the only two I've got the energy to get down in writing at the moment.
More to come, then