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Never been this close to losing it on a customer.

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  • #1

    Never been this close to losing it on a customer.

    At the end of the call I was literally shaking, seeing specks of light, the whole madder-than-hell deal. The majority of the calls we take at this call center are 411, but we also handle toll-free directory assistance which gets called much less often.

    Me: Good evening, toll-free assistance.
    SC: Is this (some local channel's infomercial order line)?
    Me: No, you're at toll-free directory assistance.
    SC: But I just called 411 and the young lady told me the number for (channel shopping) was 1-800-555-1212. ***
    Me: That number is in fact the one for the toll-free number database, and I'm sorry but we actually do not have a listing for (channel shopping).
    SC: BUT THE LADY AT 411 TOLD ME THE NUMBER FOR (CHANNEL SHOPPING) WAS 1-800-555-1212 AND THAT IS WHAT I DIALED!!!
    Me: Madam, I believe that as an operator answering the number you dialed I know exactly what service we offer. This is toll-free directory assistance, and we unfortunately do not have the number you are looking for, though I believe they will announce it if you keep watching (channel).
    SC in a... patronizing? tone. My english vocab sucks: Little boy, I think it's past your bedtime.
    [WTF?]
    Me quickly as I could feel the anger rising after that comment; I absolutely despise when people question my competence, and this was questioning a lot more than just my competence: Haveaniceevening. *click*

    If I was past my bedtime, she was past her gravetime. Stupid crazy old hag. After that call I quickly walked out of the phone room to go for a papercup of water and a quick breath of fresh air, completely ignoring the glance from my supervisor and a few CWs who saw how pissed I was.

    ***[This is actually the number for TFDA in Canada and USA, which my coworker probably gave as an alternate way to get the number she was looking for. The number the hag was looking for, as far as I know, is not published in order to cut costs and because it's displayed on screen during the infomercials.]
    Long days, short nights, a bottle of NOS makes it all right.

    Canadians Unite !
    Tags: None
  • #2
    Gah. I hate people.


    For what it's worth though, one of the numbers that QVC has (I like to watch QVC early in the morning. It's live, and no bad news heh) 1-800-***-1212.

    Customers never listen anyway.
    you are = you're. not "your".

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    • #3
      What a complete and utter .

      Quoth 411guy View Post
      SC in a... patronizing? tone. My english vocab sucks: Little boy, I think it's past your bedtime.
      Sounds like the right word to me ^_^ Your English sounds...er, reads...quite well.
      "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
      "The difference between an amateur and a master is that the master has failed way more times." - JoCat
      "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
      "There's burning bridges, and then there's the lake just to fill it with gasoline." - Wiccy, reddit
      "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
      "Love keeps her in the air when she oughta fall down...tell you she's hurtin' 'fore she keens...makes her a home." - Capt. Malcolm Reynolds, "Serenity" (2005)
      Acts of Gord – Read it, Learn it, Love it!
      "Our psychic powers only work if the customer has a mind to read." - me

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      • #4
        Quoth 411guy View Post
        SC in a... patronizing? tone. My english vocab sucks: Little boy, I think it's past your bedtime.
        Patronizing is good, condescending works also.

        My god that woman is a bitch.
        The High Priest is an Illusion!

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        • #5
          Um, ma'am, I think I know where I work a little better than you. kthxbye.

          I just want to say thank you to all the 411 people out there. They're always so nice and helpful. I know it's just your job to get the number and pass that onto the customer, but once I called in after my dad had had an accident and I must have sounded so frazzled. I was looking for a different number to the hospital because I had no idea where I was going and I had already spoken to them once and they were no help, but I thought it was better than nothing. The 411 operator found the address and instead of passing me onto the unhelpful hospital operator he stuck on the phone with me and helped me get there. That's way more than is in your job description. So thank you 411 call operators for being so pleasant. We need more of you.

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          • #6
            pa·tron·ize (ptr-nz, ptr-)
            tr.v. pa·tron·ized, pa·tron·iz·ing, pa·tron·iz·es
            1. To act as a patron to; support or sponsor.
            2. To go to as a customer, especially on a regular basis.
            3. To treat in a condescending manner.
            Sounds right to me.

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