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Hi! Nice to meet you all! I spent most of last night reading through the awesome posts on this site. Really glad I found this place. I think a little bit of my sanity has been restored, knowing that I'm not the only one who wants to stab by eye out with my pen or choke myself with my headset cord every time a customer calls in.
A bit about myself and a few details about my job:
I just graduated from college. I live somewhere in the Northeast.
I currently work in a call center for a huge cable company. I'm technically a CSR in the "billing" dept, but I also get troubleshooting and service-related calls as well. I'm sure you can guess who I work for, but I'll do my best to stay anonymous on here
I truly do enjoy helping customers, otherwise I wouldn't work where I do. However, I can't count how many times I just want to throw my headset down and walk out of there.
90% of my calls are from customers who don't understand their bill. Sometimes I spend 30-40 minutes with someone, trying to explain what a "prorate" is. If you have services installed in the middle of the month/billing cycle, obviously it's going to prorate. Not too complicated. But people see that on their bill and they automatically think the company is charging them incorrectly.
I can't count how many times customers use the "economy" card to try and get something for nothing. I was unemployed for about 3 months last year. I immediately cut my spending where I needed to, and yes, I canceled cable TV! Guess what? I lived to tell the tale! There is life without cable TV!
I was on a call last night for 45 minutes (45!!) with an older gentleman who said his cable wasn't working. I slowly took him through the troubleshooting steps. I asked him multiple times to make sure the cable box and his TV were turned on and on the correct input. He insisted they were. Turns out his TV wasn't on, the entire time.
Elderly people should not be allowed to purchase HDTV's. Period. Well, maybe they can, after they pass a test proving that they can actually operate them. LOL.
Anyway, I really look forward to reading these forums and contributing my stories when I can!
A bit about myself and a few details about my job:
I just graduated from college. I live somewhere in the Northeast.
I currently work in a call center for a huge cable company. I'm technically a CSR in the "billing" dept, but I also get troubleshooting and service-related calls as well. I'm sure you can guess who I work for, but I'll do my best to stay anonymous on here
I truly do enjoy helping customers, otherwise I wouldn't work where I do. However, I can't count how many times I just want to throw my headset down and walk out of there.
90% of my calls are from customers who don't understand their bill. Sometimes I spend 30-40 minutes with someone, trying to explain what a "prorate" is. If you have services installed in the middle of the month/billing cycle, obviously it's going to prorate. Not too complicated. But people see that on their bill and they automatically think the company is charging them incorrectly.
I can't count how many times customers use the "economy" card to try and get something for nothing. I was unemployed for about 3 months last year. I immediately cut my spending where I needed to, and yes, I canceled cable TV! Guess what? I lived to tell the tale! There is life without cable TV!
I was on a call last night for 45 minutes (45!!) with an older gentleman who said his cable wasn't working. I slowly took him through the troubleshooting steps. I asked him multiple times to make sure the cable box and his TV were turned on and on the correct input. He insisted they were. Turns out his TV wasn't on, the entire time.
Elderly people should not be allowed to purchase HDTV's. Period. Well, maybe they can, after they pass a test proving that they can actually operate them. LOL.
Anyway, I really look forward to reading these forums and contributing my stories when I can!
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