HOW DO YOU SHUT THIS ****** THING OFF!

[ditchdj]

http://www.youtube.com/watch?v=UTAQj...eature=related

----Although he was an asshole, I can understand why he's getting so pissed and frustrated that he had to wade almost 5 MINUTES through questions by the rep just to "verify" who the computer belongs to when the answer to his problem only took a few seconds.

[draggar]

I used to put people like that in their place. I gave people one warning if they started to swear at me and I knew when I was "being recorded for quality assurance".

[Evil Queen]

Why is this guy being a dick? The rep is only doing his job. He should have hung up on the jerk after the first curse.

[mattm04]

Wow. In the end all it was is to press the power button. The the SC tell him he is not helpful.

I would have given the caller 1 warning after the 1st outburst, then hung up.

[sld72382]

http://www.youtube.com/watch?v=UTAQj...eature=related

----Although he was an asshole, I can understand why he's getting so pissed and frustrated that he had to wade almost 5 MINUTES through questions by the rep just to "verify" who the computer belongs to when the answer to his problem only took a few seconds.

It was probably required by the call center's QA audit form, like my center.

And as far as hanging up on calls, I *heart* centers who let you do that, my center says even if a client starts cursing you out, you can warn him/her, but you can't hang up. You used to be able to, but the rumor mill is a CSR in another section of the center (not my dept) got cursed out, warned the client, and the client said if the call is released he'll take legal action. Well he continued on his profanity-laced tirade and the CSR hung up on his ass. As fate would have it, the client did actually take legal action for "hanging up on him." Don't know if he won, but I assume he did. That's why you can't release the calls anymore, because the call center is afraid of legal action (from what I heard the case fell on us, not the company we answer phones for) .

[JLRodgers]

----Although he was an asshole, I can understand why he's getting so pissed and frustrated that he had to wade almost 5 MINUTES through questions by the rep just to "verify" who the computer belongs to when the answer to his problem only took a few seconds.

I once spent 5 hours one day and 2 hours total over another few days with a customer service person at dell.... I was polite and so was the rep -- 90% of the conversation was about his family, his job - that the average tech support (with an actual problem) call sometimes resulted in overtime (1-3 calls during a shift that lasted 12 hours).

Although he and I were both getting frustrated as we both knew the video card was bad in the notebook -- only there were set steps that had to be done first. It wasted 5 hours of his day.

.... Don't know if he won, but I assume he did. ....

I'd of thought the person would've lost due to abuse of the representative.... I'd hate to think a court (even a jury) would even think that's right.

[ditchdj]

Don't know if he won, but I assume he did. That's why you can't release the calls anymore, because the call center is afraid of legal action (from what I heard the case fell on us, not the company we answer phones for) .

The call center must have caved in too easily. That or they got an idiot for a lawyer because I really doubt the court is gonna have sympathy for that idiot for BREAKING THE LAW. How did he do that???? Well, it's illegal to make "obscene or harassing phone calls". They could have had a good defense right there.

[RecoveringKinkoid]

You know, I hate to say it, but I think the CSR was a dick.

The caller was mad, and his language was atrocious. However, he was provoked to that point. They need his email address to tell him to push the damn power button? Seriously?

The rep asked for that. The rep could have diffused that situation, but he chose to antagonize the guy. He's either abysmally stupid, or a complete dick. He had a guy who was already frustrated with his situation, the guy was frustrated further by a bunch of automated call handling, then ran up against this douchbag. I can't really blame him too much for popping a gasket.

Don't misunderstand me, the caller was way out of line, but so was the rep.

[draggar]

You know, I hate to say it, but I think the CSR was a dick.

The caller was mad, and his language was atrocious. However, he was provoked to that point. They need his email address to tell him to push the damn power button? Seriously?

The rep asked for that. The rep could have diffused that situation, but he chose to antagonize the guy. He's either abysmally stupid, or a complete dick. He had a guy who was already frustrated with his situation, the guy was frustrated further by a bunch of automated call handling, then ran up against this douchbag. I can't really blame him too much for popping a gasket.

Don't misunderstand me, the caller was way out of line, but so was the rep.

Actually, a lot of times tech support needs to play 20 questions before they do anything for a few reasons.

1) So they know it is their own PC that they're working on or supporting
2) So they get credit for the call (when I did tech support I couldn't do anything until I had the caller's information in the system, so if it was a first call, I'd have to enter in their name, address, phone#, etc.. The support rep can't assume that they do not have an email address, the caller has to say so themselves.
3) If you're being recorded (sometimes you can tell) then you need to follow the policies 100%.

[JLRodgers]

Actually, a lot of times tech support needs to play 20 questions before they do anything for a few reasons....

That reminded me of a phone call to my cable company.... on hold for 10 minutes, rep asked question upon question -- to answer a question that is normally answered automatically by the phone: if there were outages in the area. (normally the phone when you call says the opening stuff, then "there are outages in x, y, z" if there's outages).

It's things like that I think they should just have a "if the question takes less time to answer than asking two-three of our verification questions -- only ask what's needed to mark the account [i.e. account number], and answer the question"

More calls could be done, people would be happier, employees would be happier, etc.