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Here's 2 tales from my old call center job.
First one's mine. A customer called in to complain that a particular program he wanted to watch wasn't being played on his subscribed channels. Thanks to the notes on his account I already knew: he saw an advertisement for that program on his channel, and expected that same program to be played on his channel. Basically if you see a trailer for a theatrical release on TV, would you assume that movie has to be played on regular TV??
He wasn't so much sucky as he was annoyingly persistant. Naturally he refused to accept my explanation and asked for a supervisor. Get this: he has already called about this, and escalated to our helpdesk... and escalated beyond that level to a manager. One of those 'if I keep asking the same question, someone's bound to tell me want I want to hear' types. Thankfully I cut him off at the pass by reminding him he has already escalated, what more does he expect? I wonder how I kept the annoyance out of my tone.
Next tale isn't mine, but told second-hand by a former colleague we'll call Ash.
Ash had to field a call from a guy complaining about his remote. The particular grevious offense he had with our system? He had to use 2 remotes, one for his TV and a second for the channel decoder box.
Ok, sometimes we are able to program our remotes to control 3rd-party tv's. I'm sure Ash was perfectly happy to try that. Then the customer dropped this bombshell, something to the effect of "I don't like so many remotes. But if I had a remote to control my wife I'd be happy."
Riiight, I'm sure your (much) better half is equally, if not more, happy with her battery-powered husband. I doubt she needs a remote control at all. Ash was not amused either. His response:
"Sir, that's not funny! If you need help, I'm happy to provide, but lets stick to that."
And the customer backed down. Go Ash, I say.
First one's mine. A customer called in to complain that a particular program he wanted to watch wasn't being played on his subscribed channels. Thanks to the notes on his account I already knew: he saw an advertisement for that program on his channel, and expected that same program to be played on his channel. Basically if you see a trailer for a theatrical release on TV, would you assume that movie has to be played on regular TV??
He wasn't so much sucky as he was annoyingly persistant. Naturally he refused to accept my explanation and asked for a supervisor. Get this: he has already called about this, and escalated to our helpdesk... and escalated beyond that level to a manager. One of those 'if I keep asking the same question, someone's bound to tell me want I want to hear' types. Thankfully I cut him off at the pass by reminding him he has already escalated, what more does he expect? I wonder how I kept the annoyance out of my tone.
Next tale isn't mine, but told second-hand by a former colleague we'll call Ash.
Ash had to field a call from a guy complaining about his remote. The particular grevious offense he had with our system? He had to use 2 remotes, one for his TV and a second for the channel decoder box.
Ok, sometimes we are able to program our remotes to control 3rd-party tv's. I'm sure Ash was perfectly happy to try that. Then the customer dropped this bombshell, something to the effect of "I don't like so many remotes. But if I had a remote to control my wife I'd be happy."
Riiight, I'm sure your (much) better half is equally, if not more, happy with her battery-powered husband. I doubt she needs a remote control at all. Ash was not amused either. His response:
"Sir, that's not funny! If you need help, I'm happy to provide, but lets stick to that."
And the customer backed down. Go Ash, I say.
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