OK, so we lease business equipment and our competitors try to call and get info. so we absolutely have to get an account number or call reference number and then verify the account with the caller's name and contact info. If they don't have an account number--hey, it happens--we can use 3 other pieces of info. from a list. I will state here some of those are less easily attainable than the acct. number; just look for it while you're on hold forever.
I get this guy and get as far as his name and the company name before it explodes in my face. I ask for the account number and he says "I don't have any of that stuff." OK, again that happens, so I ask for a reference number from a previous call which he doesn't have. I then get the serial number so I only need the 2 other things. I read off the list when he starts in with "...Now look--" OK, them's fightin' words. He tells me what he needs: to pull financial information off the equipment they are sending back and to add it to the replacement machine. I can tell he's frustrated because he doesn't know how and probably needs it for a project today.
But I have to tell him "I can't give out any information on this unless I verify the account." I can't even get in that it's for security purposes before he starts yelling that it's not "FBI classified" information and "it's not a secret!" Well, no; it isn't. The directions are on our website. I don't tell him that because I'm in fight-or-flight mode at this point. I repeat that I am required to do this on every call when he starts in with GetmeamanagerGetmeamanagerGetmeamanagerGetmeamanag erGetmeamanager and I'm trying to talk over him to say that he absolutely will not get one without a verified account. They won't even take it, period. He ends it with a childish threat: "I'll call back and then I'll get a manager!!" Well, good luck, buddy. Hold time's 25 minutes.
I checked back later and saw he didn't get through any coworkers--no notes at all--but I found that he did accomplish the task.
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Call directly after that guy: another with no account number and raised his voice about having to give info. every time he calls, though he wasn't as nasty. He didn't ask for a manager, but he gave me resistance, stating that he's working at a business [imagine someone doing a head roll] and he doesn't have time to look up stuff like that. Funny--I work at a business, too. And I have to remember my employee numbers [yes, that's plural] and have passwords accessible. Why shouldn't his entitled butt have to look up stuff??
Here's a clue, guys: IT'S RIGHT AT THE TOP OF YOUR INVOICES. If you don't have those, maybe tape a note to the machine with the account number?
I get this guy and get as far as his name and the company name before it explodes in my face. I ask for the account number and he says "I don't have any of that stuff." OK, again that happens, so I ask for a reference number from a previous call which he doesn't have. I then get the serial number so I only need the 2 other things. I read off the list when he starts in with "...Now look--" OK, them's fightin' words. He tells me what he needs: to pull financial information off the equipment they are sending back and to add it to the replacement machine. I can tell he's frustrated because he doesn't know how and probably needs it for a project today.
But I have to tell him "I can't give out any information on this unless I verify the account." I can't even get in that it's for security purposes before he starts yelling that it's not "FBI classified" information and "it's not a secret!" Well, no; it isn't. The directions are on our website. I don't tell him that because I'm in fight-or-flight mode at this point. I repeat that I am required to do this on every call when he starts in with GetmeamanagerGetmeamanagerGetmeamanagerGetmeamanag erGetmeamanager and I'm trying to talk over him to say that he absolutely will not get one without a verified account. They won't even take it, period. He ends it with a childish threat: "I'll call back and then I'll get a manager!!" Well, good luck, buddy. Hold time's 25 minutes.

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Call directly after that guy: another with no account number and raised his voice about having to give info. every time he calls, though he wasn't as nasty. He didn't ask for a manager, but he gave me resistance, stating that he's working at a business [imagine someone doing a head roll] and he doesn't have time to look up stuff like that. Funny--I work at a business, too. And I have to remember my employee numbers [yes, that's plural] and have passwords accessible. Why shouldn't his entitled butt have to look up stuff??
Here's a clue, guys: IT'S RIGHT AT THE TOP OF YOUR INVOICES. If you don't have those, maybe tape a note to the machine with the account number?
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