Tweet
https://www.youtube.com/watch?featur...&v=RVdNobKNMig
Ugh, this brought back so many nightmares from when I worked at a call center. I feel for the SC as he apparently does have a legitimate point of frustration. I think it's possible whoever left the message for him either gave him a wrong extension number or failed to realize the extension number given was not to an exclusive individual but a department.
I feel worse for the rep though. When you can't verify an account, can't address an issue and can't place the customer on hold, you're in a tough spot. At my job I was allow to use mute instead of hold but the SC does make a good point about why does the rep need to put him on hold to research the account.
If this were me, I probably would have poked around while the customer was on the line (he did have the guy on for 8 minutes) and see if I could turn up anything, if not my reaction would have been the same as the CSR on the call.
I got people like this every single day when I worked at the call center. There's a good reason that job stressed me out to no end (A unending stream of major SCs AND incompetent management does not a good combination make).
Ugh, this brought back so many nightmares from when I worked at a call center. I feel for the SC as he apparently does have a legitimate point of frustration. I think it's possible whoever left the message for him either gave him a wrong extension number or failed to realize the extension number given was not to an exclusive individual but a department.
I feel worse for the rep though. When you can't verify an account, can't address an issue and can't place the customer on hold, you're in a tough spot. At my job I was allow to use mute instead of hold but the SC does make a good point about why does the rep need to put him on hold to research the account.
If this were me, I probably would have poked around while the customer was on the line (he did have the guy on for 8 minutes) and see if I could turn up anything, if not my reaction would have been the same as the CSR on the call.
I got people like this every single day when I worked at the call center. There's a good reason that job stressed me out to no end (A unending stream of major SCs AND incompetent management does not a good combination make).
What a drama queen?
Comment