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I just need a PHONE NUMBER!

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  • #1

    I just need a PHONE NUMBER!

    In a case like this, it's either a failed audit for venturing into another department's job duties that you are not trained for (even if you know how to access and read the database they use, it's the same one we use) or a bad survey score possibly sent in by the customer.

    In this case, I went with passing an audit as they are the ones that affect your paycheck. Woman was calling in because there was a problem with something the onsite tech set up (Email, I think). She wanted the tech's phone number, which I don't have the authorization to give out, the sales dept does as they do redos on previous service calls and contact techs.

    This is where it got sucky:

    SC: I just want to call the agent, give me his phone number.

    Me: On this line I can't give it out. I can transfer you to the sales dept....

    SC: I just want the phone number, why can't you give it to me?!

    Me: On this line I'm not authorized to give any onsite tech info. Again, I will need to transfer you to the sales dept.

    SC: Just give me the god damn phone number!

    Me: Again, it's not possible for me to give you that info. I do indeed need to transfer you to the sales dept....

    SC: Again, PHONE NUMBER!!!!!! (Yes, shouting it)

    Me: Ma'am as I have stated before I need to transfer you....

    SC: GO TO HELL!

    *Click.*

    Me, to myself: Enjoy waiting on hold for 10 minutes (we were busy that day) only to be told the same thing.
    Tags: None
  • #2
    Ten minutes on hold isn't so bad...

    I do tech support for accounting software. In January and February, everyone is closing out the Year, running W-2 tax forms, and the like. Hold time for getting through to the companies that make the programs that we support can easily take 45 minutes at those times -- We only do this if it's some obscure issue that we can't find info on -- Keep in mind that "normal customers" (read: people who are not resellers) can reasonably expect to be on hold for over two HOURS at these times if they call the manufacturers instead of us...There's a reason we pay extra ~_~ (we're resellers and top-tier Certified blah-dee-blahs for their software)

    Best part: 90% of the work needed to close out a year can reasonably be done in December. Just close out everything thru the end of November, do your doublechecking on taxes, catch up on your account Recs, et al, in early December, and you have that much less crap to rush through after the first of the year. Certain things MUST wait until January, but not all of it...
    "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")
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    • #3
      Our tech's numbers are blocked and we are never authorized to give those out there are things they can discuss with a tech if they want through the proper channels.

      Suprisingly though no one has ever asked me to get a tech's number.

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