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For once, most of my calls (for far) have been stupid rather than sucky. Even though my brain is slowly dying, it's still better than yesterday when 87.5% of my callers were SCs or EWs. And no, I'm not exaggerating. I had 2 nice callers out of 16 during my shift yesterday... 14 of them were horrid.
Anyway, on with the Stupid!:
Identity Ignorance:
Woman called me, needed to have her session unlocked. I needed to verify some security information... She had to put me on hold to call her husband because she didn't know the last 4 of her own SSN.
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"Mysteriously" Disappearing Add-Ons?
Guy calls. He's clicking on "Internet Explorer (No Add Ons)" and doesn't understand why it's saying that there's no add-ons. He wants his add-ons back.
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Just because your mind is blank doesn't mean our computer is...
Guy calls. He can't log in. Getting "invalid username or password" message. I look, and he's typing in his username but leaving his password blank. He couldn't remember his password so he thought it could leave it blank and it wouldn't matter...
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Failure to read:
So, there are something like 870 people who still haven't paid their quarterly dues. Since we started with 2200 last Wednesday, I guess I should be happy that so many have paid. But since the majority of those 1330 members called to scream at me last Wednesday & Thursday.... yeah, I still want them to die in a fire.
Anyway, when someone is locked out for non-payment, they get a message that looks similar to this:
There are several important pieces of information in that message:
1) You can't get in because you didn't pay
2) Look! Link to click to pay!
3) You will be able to get back in within 2 hours.
4) That 2 hour time frame starts AFTER you pay.
So can see where this goes. Since people don't read, I get a lot of calls...
Caller 1: I can't get in, and I don't know why.
Me: <looks up info> You're currently inactive for non-payment... when you try to log in it should say that you need to pay.
Caller 1: I read that but I didn't think it meant that I needed to pay... how do I pay?
Caller 2: It says I'm inactive! How do I pay online?
Me: Do you see the link that says "Click here to pay online" on the screen?
Caller 2: Do I click on that?
Caller 3: How long does it take before I can get back in?
Me: It can take up to 2 hours.
Caller 3: You should have that listed somewhere!
Caller 4: I went online 2 hours ago and it said that it would take up to 2 hours, but it won't let me back in yet!
Me: Just to verify, you made your payment 2 hours ago?
Caller 4: Well, no... I made my payment about 20 minutes ago. But I tried to get in about 2 hours ago, doesn't that count?
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Funny for the Day:
Guy calls. He says that he can't get through to one of our shareholder boards, that he's getting a "number disconnected" message. I call the board and the phone is answered on the first ring. I explain why I'm calling and the receptionist laughs and says that he's probably typing the number in wrong... after all, most of them are old and can't see very well!
I had the hardest time keeping my voice steady when I went back to the original caller... who was, of course, one of our older members!
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5 1/2 hours done, 7 left to go... I may not have a working brain left at the end of the day if this continues!
Anyway, on with the Stupid!:
Identity Ignorance:
Woman called me, needed to have her session unlocked. I needed to verify some security information... She had to put me on hold to call her husband because she didn't know the last 4 of her own SSN.
--------------------------------------
"Mysteriously" Disappearing Add-Ons?
Guy calls. He's clicking on "Internet Explorer (No Add Ons)" and doesn't understand why it's saying that there's no add-ons. He wants his add-ons back.
--------------------------------------
Just because your mind is blank doesn't mean our computer is...
Guy calls. He can't log in. Getting "invalid username or password" message. I look, and he's typing in his username but leaving his password blank. He couldn't remember his password so he thought it could leave it blank and it wouldn't matter...
--------------------------------------
Failure to read:
So, there are something like 870 people who still haven't paid their quarterly dues. Since we started with 2200 last Wednesday, I guess I should be happy that so many have paid. But since the majority of those 1330 members called to scream at me last Wednesday & Thursday.... yeah, I still want them to die in a fire.
Anyway, when someone is locked out for non-payment, they get a message that looks similar to this:
Your access to MyCompany® has been denied due to your outstanding balance. <link which says "Click here to pay online.">
Your services will be restored within two hours once your bill has been paid.
Your services will be restored within two hours once your bill has been paid.
There are several important pieces of information in that message:
1) You can't get in because you didn't pay
2) Look! Link to click to pay!
3) You will be able to get back in within 2 hours.
4) That 2 hour time frame starts AFTER you pay.
So can see where this goes. Since people don't read, I get a lot of calls...
Caller 1: I can't get in, and I don't know why.
Me: <looks up info> You're currently inactive for non-payment... when you try to log in it should say that you need to pay.
Caller 1: I read that but I didn't think it meant that I needed to pay... how do I pay?
Caller 2: It says I'm inactive! How do I pay online?
Me: Do you see the link that says "Click here to pay online" on the screen?
Caller 2: Do I click on that?
Caller 3: How long does it take before I can get back in?
Me: It can take up to 2 hours.
Caller 3: You should have that listed somewhere!
Caller 4: I went online 2 hours ago and it said that it would take up to 2 hours, but it won't let me back in yet!
Me: Just to verify, you made your payment 2 hours ago?
Caller 4: Well, no... I made my payment about 20 minutes ago. But I tried to get in about 2 hours ago, doesn't that count?
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Funny for the Day:
Guy calls. He says that he can't get through to one of our shareholder boards, that he's getting a "number disconnected" message. I call the board and the phone is answered on the first ring. I explain why I'm calling and the receptionist laughs and says that he's probably typing the number in wrong... after all, most of them are old and can't see very well!
I had the hardest time keeping my voice steady when I went back to the original caller... who was, of course, one of our older members!
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5 1/2 hours done, 7 left to go... I may not have a working brain left at the end of the day if this continues!
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