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Do Not Annoy Ms. B!
I'm back again, but this time today's tale involves my coworker Ms. B, whose permission I have to post this.
Ms. B was on her cellphone next to me with a software company. She had
ordered some software online and had some discrepancies with delivery and
billing. Going online to the website she realized she could not remember her login
information so she called the company to see if she could get it reset.
As I am handling paperwork, I can overhear Ms. B getting annoyed with the
person on the phone. She wasn't being loud or angry but she's a retired Army
Sergeant and she has a... particular inflection [and dare I say cadence?] when
people start to tick her off. Here's what happened...
Help(less) Lady [HL]: Thank you for calling Blahtech. How may I help you?
Ms. B: I'm trying to access my online account so I can track my shipment but I
can't remember my information. Can you send me my password or reset
information in an email?
HL: Can I get your information?
Ms. B: *gives info*
HL: Well, I can track your package from here if you would like. Do you want to
know when it should arrive?
Ms. B: I know when it should arrive; I want to have access to my account so that I
can check it myself.
HL: You can call anytime and I'll be happy to track your shipment.
Ms. B: I don't want to have to keep contacting the company for that. I just need
you to either give me my account info. If you can't by phone I understand - but I
will need my info reset and sent to me.
HL: I can't do that.
Ms. B: Excuse me?
HL: I can't reset your password.
Ms. B: What do you mean 'you can't'? Are you telling me that at your place, a
software company, there is no one that can go into the database and reset my
password?
HL: Not that I know of...
Ms. B: Let me ask you a question: Who do you get to fix YOUR computer when it
breaks down? Do you just sit there all day hoping it starts working again? Who
handles the computers in your building? There has to be someone there with
enough access to make a simple change like either sending the email or resetting
it for me.
....on and on this goes for about 15 minutes....
HL: Let me get you a manager.
Ms. B is on hold and is STEAMED. I came over and she told me what happened
while she waited. Shortly after, the supervisor gets on.
Supervisor: Thanks for holding. How can I help you?
Ms. B: I need to get into my account and cannot remember my password. Can I
get it reset or the original password sent to me?
S: Can I verify your info please?
Ms. B: *verifies*
S: OK... and your account password has been reset. Check your email for it. Also, if
you're online now I can show you where to do it yourself, just in case this happens
again.
Ms. B: Wow, thank you! I have a couple other issues with the software.
*goes through specifics*
The Supervisor apparently answered all her questions in about 4 minutes.
S: If that will be all, I'd like to ask you to volunteer for our call survey...
Ms. B: *takes a deep breath* No... I think I'll pass this time. *starts laughing with
the supervisor* Next time, perhaps... *end call*
I've worked call centers before and know full well you're supposed to do all you
can to resolve the issue, but after 15 minutes of ineffectiveness... just escalate it.
Ms. B was on her cellphone next to me with a software company. She had
ordered some software online and had some discrepancies with delivery and
billing. Going online to the website she realized she could not remember her login
information so she called the company to see if she could get it reset.
As I am handling paperwork, I can overhear Ms. B getting annoyed with the
person on the phone. She wasn't being loud or angry but she's a retired Army
Sergeant and she has a... particular inflection [and dare I say cadence?] when
people start to tick her off. Here's what happened...
Help(less) Lady [HL]: Thank you for calling Blahtech. How may I help you?
Ms. B: I'm trying to access my online account so I can track my shipment but I
can't remember my information. Can you send me my password or reset
information in an email?
HL: Can I get your information?
Ms. B: *gives info*
HL: Well, I can track your package from here if you would like. Do you want to
know when it should arrive?
Ms. B: I know when it should arrive; I want to have access to my account so that I
can check it myself.
HL: You can call anytime and I'll be happy to track your shipment.
Ms. B: I don't want to have to keep contacting the company for that. I just need
you to either give me my account info. If you can't by phone I understand - but I
will need my info reset and sent to me.
HL: I can't do that.
Ms. B: Excuse me?
HL: I can't reset your password.
Ms. B: What do you mean 'you can't'? Are you telling me that at your place, a
software company, there is no one that can go into the database and reset my
password?
HL: Not that I know of...
Ms. B: Let me ask you a question: Who do you get to fix YOUR computer when it
breaks down? Do you just sit there all day hoping it starts working again? Who
handles the computers in your building? There has to be someone there with
enough access to make a simple change like either sending the email or resetting
it for me.
....on and on this goes for about 15 minutes....
HL: Let me get you a manager.
Ms. B is on hold and is STEAMED. I came over and she told me what happened
while she waited. Shortly after, the supervisor gets on.
Supervisor: Thanks for holding. How can I help you?
Ms. B: I need to get into my account and cannot remember my password. Can I
get it reset or the original password sent to me?
S: Can I verify your info please?
Ms. B: *verifies*
S: OK... and your account password has been reset. Check your email for it. Also, if
you're online now I can show you where to do it yourself, just in case this happens
again.
Ms. B: Wow, thank you! I have a couple other issues with the software.
*goes through specifics*
The Supervisor apparently answered all her questions in about 4 minutes.
S: If that will be all, I'd like to ask you to volunteer for our call survey...
Ms. B: *takes a deep breath* No... I think I'll pass this time. *starts laughing with
the supervisor* Next time, perhaps... *end call*
I've worked call centers before and know full well you're supposed to do all you
can to resolve the issue, but after 15 minutes of ineffectiveness... just escalate it.
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