This actually didn't happen to me, this happened to a CW of mine. There was an outage in one of our major city markets that caused people to have no dial-tone. Annoying yes, but most people got the hint that there was an issue in the area. It must have been a pretty big outage, as it lasted until the end of my shift that day and into the early morning next day.
Well my CW gets one of these customers effected by the outage.
I kept hearing her say "I'm sorry you're frustrated but there is no need to hurl profanity please keep this call professional," "Okay now you're insulting me," "Ok sir I've warned you twice if you do it again I'm going to get permission to release this call," "I'd be more than happy to get a manager for you, hold please" etc.
Before I get to what the manager said to the SC, here is part of the conversation. Whenever a customer complains about a tech, that call is pulled and listened to for review.
Apparently, this customer refused to believe there was an outage in the area and kept calling every 45 minutes, each time telling him there is an outage. Rinse and repeat about five times until the guy called in again....
CW: Sir, I'm sorry for your issue but as it was already explained to you there is an outage in the area and while there is no ETA we are working to get it done as soon as we can.
SC: Don't give me that shit, I want my phone fixed.
CW: Sir, there is an outage in your area. Once it's resolved you'll have your phone service back up.
SC: You know what? THIS IS FUCKING BULLSHIT! I want my god damn mother fucking phone turned back on in one fucking hour!
CW: I'm sorry you're frustrated but there is no need to hurl profanity please keep this call professional.
SC: Listen here you little twit, I can cuss and yell if I want to, you do not ever tell a customer what to do, do you understand me?!
CW: Okay now you're insulting me....
SC: Because I pay your bills dammit, I can say what I want, I am the customer! You do NOT tell me what to do!
CW: I can if you're being abusive.
SC: You think that I'm supposed to be civil to you? Especially since you shut my fucking service off and try to pawn it off as a god damn outage? I'll say it again: TURN MY FUCKING SERVICE BACK ON, OR YOUR ASSES ARE GOING TO FUCKING GET IT!
CW: Ok sir I've warned you twice if you do it again I'm going to get permission to release this call.
SC: Get me your supervisor, you little twit!
CW: I'd be more than happy to get a manager for you, hold please....
This is when the manager came on the line....
Sup: Thanks for holding my name is *sup* how can I help you today?
SC: I'd like to lodge a complaint about your tech.
Sup: What happened, sir?
SC: She was rude! I told her I want my phone fixed and she told me, "Stop calling sir, there is a outage, you need to just deal with it."
Sup: I'm sorry sir but I was patrolling the isle when she was talking to do and she did not say that to you.
SC: Are you calling me a liar?
Sup: In this case you're not being forthcoming.
SC: This is fucking bullshit! Do not call me a fucking liar!
Sup: My tech did not say that to you.
SC: You know what? FUCK YOU and your stupid company! I'm going to call customer service and fucking cancel this shit!
Sup: Just like my tech said I will not tolerate profanity hurled at me, please keep this call professional sir....
SC: Fuck you!
*click.*
This guy really needed to take a chill pill.... preferably an extra-large dose.
Well my CW gets one of these customers effected by the outage.
I kept hearing her say "I'm sorry you're frustrated but there is no need to hurl profanity please keep this call professional," "Okay now you're insulting me," "Ok sir I've warned you twice if you do it again I'm going to get permission to release this call," "I'd be more than happy to get a manager for you, hold please" etc.
Before I get to what the manager said to the SC, here is part of the conversation. Whenever a customer complains about a tech, that call is pulled and listened to for review.
Apparently, this customer refused to believe there was an outage in the area and kept calling every 45 minutes, each time telling him there is an outage. Rinse and repeat about five times until the guy called in again....
CW: Sir, I'm sorry for your issue but as it was already explained to you there is an outage in the area and while there is no ETA we are working to get it done as soon as we can.
SC: Don't give me that shit, I want my phone fixed.
CW: Sir, there is an outage in your area. Once it's resolved you'll have your phone service back up.
SC: You know what? THIS IS FUCKING BULLSHIT! I want my god damn mother fucking phone turned back on in one fucking hour!
CW: I'm sorry you're frustrated but there is no need to hurl profanity please keep this call professional.
SC: Listen here you little twit, I can cuss and yell if I want to, you do not ever tell a customer what to do, do you understand me?!
CW: Okay now you're insulting me....
SC: Because I pay your bills dammit, I can say what I want, I am the customer! You do NOT tell me what to do!
CW: I can if you're being abusive.
SC: You think that I'm supposed to be civil to you? Especially since you shut my fucking service off and try to pawn it off as a god damn outage? I'll say it again: TURN MY FUCKING SERVICE BACK ON, OR YOUR ASSES ARE GOING TO FUCKING GET IT!
CW: Ok sir I've warned you twice if you do it again I'm going to get permission to release this call.
SC: Get me your supervisor, you little twit!
CW: I'd be more than happy to get a manager for you, hold please....
This is when the manager came on the line....
Sup: Thanks for holding my name is *sup* how can I help you today?
SC: I'd like to lodge a complaint about your tech.
Sup: What happened, sir?
SC: She was rude! I told her I want my phone fixed and she told me, "Stop calling sir, there is a outage, you need to just deal with it."
Sup: I'm sorry sir but I was patrolling the isle when she was talking to do and she did not say that to you.
SC: Are you calling me a liar?
Sup: In this case you're not being forthcoming.
SC: This is fucking bullshit! Do not call me a fucking liar!
Sup: My tech did not say that to you.
SC: You know what? FUCK YOU and your stupid company! I'm going to call customer service and fucking cancel this shit!
Sup: Just like my tech said I will not tolerate profanity hurled at me, please keep this call professional sir....
SC: Fuck you!
*click.*
This guy really needed to take a chill pill.... preferably an extra-large dose.
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