so rude

[vacation_rentals_suck]

Guest: Dave, can I be connected to Tom Johnson's room?

Me: I cant connect you but I can give you the number of the villa

Guest: you cant connect me?

Me: no ma'am, its an outisde line

Guest: the girl yesterday connected me

Me: I am sorry ma'am, I cant

Guest: well how come she could but you cant? Or is it just that you wont?

Me: I can give you the number

Guest: Oh Jesus fucking Christ...give me the goddamn number

I give it to her

Guest: what was your name, sir?

Me: Dave

Guest: Dave, everyone else I talk to there is so helpful but you're not. You were just so rude to me and I have to tell you I am very offended by it. You really should find another job because you arent one bit service oriented. I am going to speak to your manager because you have made me very upset.

Me: I do apologize, ma'am

Guest: oh please, do you think I was born yesterday? I better get off this phone with you before I really blow up.....ok? Stupid little prick

[CrazedClerkthe2nd]

I...just...wow. I have no words for that whatsoever. That woman went psycho on you because of something you physically couldn't do?

[BookstoreEscapee]

Guest: oh please, do you think I was born yesterday? I better get off this phone with you before I really blow up.....ok?

Um, okay...

[Ree]

Guest: what was your name, sir?

Me: Dave

Why did she ask your name if she already knew it and used it at the beginning of the call?

Guest: Dave, can I be connected to Tom Johnson's room?

That's just bizarre.
The forgetful psychic, perhaps?

Also, why was the other person able to connect her, but you weren't?
I definitely would have called her on that one.
If you don't have the ability, you don't have the ability. I would assume it wouldn't be available one day and not another.

[Broomjockey]

You really should find another job because you arent one bit service oriented.

I agree, you should find another job.

[Mr Hero]

Me: I can give you the number

Guest: Oh Jesus fucking Christ...give me the goddamn number

<snip>

Guest: Dave, everyone else I talk to there is so helpful but you're not. You were just so rude to me and I have to tell you I am very offended by it. You really should find another job because you arent one bit service oriented. I am going to speak to your manager because you have made me very upset.

So offering to give the phone number of the guest is not being helpful?

[Nohbody]

So offering to give the phone number of the guest is not being helpful?

You're forgetting the SC mentality.

"I'm important, you're a peon, so you have to do everything for me. Anything short of everything is unhelpful."

Would that there was an easy way to beat it into customer heads that the "service" in "customer service" isn't meant in the sense of a prostitute servicing a john...

[tropicsgoddess]

I agree, you should find another job.

I agree. VRS, I don't know how you do your job or if anybody else would be able to without wanting to get hammered or go apeshit with the boat load of EW's and SC's you get everyday.

[jjllbb]

Why did she ask your name if she already knew it and used it at the beginning of the call?

Because we're not real people to them and they don't need to acknowledge our humanity or remember our names unless they want to complain about us.

So she didn't have to pay attention the first time.

[Hobbs]

I'm glad my nametag actually does day, "Hobbs" so that when someone complains to Ross, I'll switch to my regular nametag and can honestly say, "No, my name is [name]."

[UncleImpy]

Okay, okay, I think I've actually figured this out.

*said with much trepidation in his voice*

Dave. Are you actually IN Hell, and your Demon Masters let you post to this forum to warn the rest of us what is in store for us if we aren't Good Little Peons? That has to be it. You take so much abuse, and deal with Entitlement Whores I could barely DREAM of...and you're still there! They have you chained to a desk while you burn alive and take these calls...don't they?

I'll be a good boy from now on, promise!

[smileyeagle1021]

Also, why was the other person able to connect her, but you weren't?
I definitely would have called her on that one.
If you don't have the ability, you don't have the ability. I would assume it wouldn't be available one day and not another.

My best guess is that VRS has a similar setup to what we have at the hotel... only the main switchboard phone can make transfers and once you are transferred away from that (either through the automated system or through the person operating the switchboard) no more transfers can be made... so likely the girl who transferred the SC before was operating the switchboard and VRS is at one of the standard phones that the switchboard transfers to.

[Samaliel]

That or the customer was outright lying.

[Ree]

That or the customer was outright lying.

But that's the thing.
Instead of taking all that abuse, Dave should have just said, "Ma'am, the other girl could not possibly have connected you yesterday, because our phone system does not have that capability."
Dave didn't correct the customer on that point, which is odd because Dave usually does mention pointing out reasons why Dave isn't able to do what is being demanded. So then, one can only assume that they do have the capability to connect to the numbers, but either Dave didn't have access to it, or Dave chose not to do it. If it was a case of Dave not having the ability, that's one thing, but if Dave just chose not to do it, then I can understand a customer getting ticked that one employee connected her, but the other wouldn't.

As for the customer starting off with saying Dave's name, but then asking Dave what his name was, I've seen a couple of possible explanations for it, but they don't really make sense, given that the customer would have had to be paying attention in order to use the name the first time.

I submit that the customer probably didn't actually call Dave by name to begin with. I think that is just a bit of a storytelling formula that Dave has developed, with all his customers starting out by saying, "Yeah, Dave..." to make the story interesting. In this case, however, Dave missed the fact that his usual formula would cause a discrepancy in facts.

Not a big deal, I guess, but I get all bothered and anal about these little idiosyncrasies and contradictions when I see them in CS stories.

The thing is, we will probably never know, because Dave never comes back to his own threads to answer any questions asked or give further explanation, so trying to second guess or explain it away is a bit of a waste of time, really.

[cinema guy]

I submit that the customer probably didn't actually call Dave by name to begin with. I think that is just a bit of a storytelling formula that Dave has developed, with all his customers starting out by saying, "Yeah, Dave..."

VRS has said this in the past: http://www.customerssuck.com/board/s...861#post550861