I had a customer call today that did a complete 180 on me. It proceeded just like every other call I get. I hear that dreadful beep as a call comes through.
"Thank you for calling. This is Killbox. How can I help you?"
The customer proceeds to tell me what model of scanner he has and the error he is getting and how he is set up on a network. Keep in mind, network issues are not part of what I do. We have special reps for those sorts of things.
Well he goes on for a minute or so about the problem and I am listening patiently as I am trained not to interrupt the customer when they are talking. After he is done I tell him that I would need to transfer him to fix his issue. He asks my name again and I give it to him. His response was as follows: "Killbox, I had told you that the scanner was on a network at the beginning of the call. You mean to tell me that I have to repeat myself again to the next representative? You should have told me at the beginning!"
Well respectfully I tell him "Sir I did not want to be rude and interrupt you while you were talking." Then he pauses for a second and says "Okay. Transfer me to the right guy and stay on the f**king line the whole god damn time so I don't have to waste my f**king time repeating this sh*t AGAIN!!"
Needless to say I'm a little stunned. So for what it was worth I was very cheerful about telling him that I was going to place him on hold and get a specialist on the line. I had half a mind to just drop him into the right queue and make him have to explain it again anyway. But I like the network guys so I did what he demanded. Well it got over to someone near me and during the whole time, he made my poor associates job as difficult as can be, cursing and complaining. I don't even think they got the problem fixed to be honest.
"Thank you for calling. This is Killbox. How can I help you?"
The customer proceeds to tell me what model of scanner he has and the error he is getting and how he is set up on a network. Keep in mind, network issues are not part of what I do. We have special reps for those sorts of things.
Well he goes on for a minute or so about the problem and I am listening patiently as I am trained not to interrupt the customer when they are talking. After he is done I tell him that I would need to transfer him to fix his issue. He asks my name again and I give it to him. His response was as follows: "Killbox, I had told you that the scanner was on a network at the beginning of the call. You mean to tell me that I have to repeat myself again to the next representative? You should have told me at the beginning!"
Well respectfully I tell him "Sir I did not want to be rude and interrupt you while you were talking." Then he pauses for a second and says "Okay. Transfer me to the right guy and stay on the f**king line the whole god damn time so I don't have to waste my f**king time repeating this sh*t AGAIN!!"
Needless to say I'm a little stunned. So for what it was worth I was very cheerful about telling him that I was going to place him on hold and get a specialist on the line. I had half a mind to just drop him into the right queue and make him have to explain it again anyway. But I like the network guys so I did what he demanded. Well it got over to someone near me and during the whole time, he made my poor associates job as difficult as can be, cursing and complaining. I don't even think they got the problem fixed to be honest.
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