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Ahh.. those good ol' reliable RVU menus...
So, I'll try to keep this short.. I got yelled at and cussed out today over the "broken" menu for another dept.
Cust is xfer'd to me from our cust svc. dept.. requesting the status of his claim. I introduce myself, and advise him his claim is received, but only 2 days ago.. there is nothing noted at this time.
SC: "Nothing? I mailed in that claim a week ago and I was told 72hrs to receive my credit."
Me: "Sir, I'm sorry you were misinformed. You MAILED in your documents.. therefore it will take a longer.. furthermore for this type of claim it is NOT a 72hr turnaround"
SC: "*voice tone rasing*...I'll have you know I'm a business man.. I make upwards of $300/hr ..and I've already lost $20 today in the 20min I've spent on the phone with you people... And another thing. *yelling*... you people need to fix your menus! It told me to make my selection from the options.. MY SELECTION WASN'T ONE OF THE OPTIONS!!! WHAT DO YOU EXPECT PEOPLE TO DO!? And there is NO WAY TO GET AN OPER without pressing random buttons all at once!!!" .... (masher!!!)
...first of all I didn't feel the need to explaing pressing 0# on ANY telephone menu will usually fix that problem...
Me: "Sir, you were xfer'd here from another dept. That's why your choice was not listed on the menu.. I have no control over the menus.. I can provide you with the # for this dept if you'd like"
SC: ...*continues yelling.. progressively getting louder and more flustered over the "broken" menus*
Me: ...*reitterates the fact SC dialed wrong #.. repeats I CANNOT do anything, and have no control over menus.. contact cust svc or our quality dept to file a complaint..(offered # for Quality dept).. repeatedly offers direct # for our dept*
SC: "NO!! I DON'T WANT ANOTHER # TO DIAL.. YOU PEOPLE NEED TO FIX YOUR MENUS!! I want you to personally write an email, make a phone call and tell the person responsible to fix them!! YOU NEED TO FIX THEM!!...*explains again he's a business man that makes $300/hr and doesnt' have time for this" ..and then goes on to question what I do with my time all day.. suggesting all I do is sit on a phone... well... yeah.. this IS a "CALL CENTER"*
....this went on for nearly 15min.. him yelling in my ear about the menus.. my repeating "I can't do anything about that.. I can only assist you with your claim... " ... I finally lost it..
Me: "SIR!! *yelling* I can't do anything about the menus!! I'm trying to get you off the phone so we DON'T waste anymore of your time OR money.. if you want the direct # i can provide that.. do you want that # sir??"
SC: .....
... yes.
Me: (provides # with opt#) "that will put you DIRECTLY with a live rep.. NOW, I have advised you on your claim status today... I have given you the direct #, I have told you there is nothing I can do about the menus... is there anything ELSE I can do for you?
SC: ....... well if you can't fix the menus .. I GUESS NOT! *click*
Cust is xfer'd to me from our cust svc. dept.. requesting the status of his claim. I introduce myself, and advise him his claim is received, but only 2 days ago.. there is nothing noted at this time.
SC: "Nothing? I mailed in that claim a week ago and I was told 72hrs to receive my credit."
Me: "Sir, I'm sorry you were misinformed. You MAILED in your documents.. therefore it will take a longer.. furthermore for this type of claim it is NOT a 72hr turnaround"
SC: "*voice tone rasing*...I'll have you know I'm a business man.. I make upwards of $300/hr ..and I've already lost $20 today in the 20min I've spent on the phone with you people... And another thing. *yelling*... you people need to fix your menus! It told me to make my selection from the options.. MY SELECTION WASN'T ONE OF THE OPTIONS!!! WHAT DO YOU EXPECT PEOPLE TO DO!? And there is NO WAY TO GET AN OPER without pressing random buttons all at once!!!" .... (masher!!!)
...first of all I didn't feel the need to explaing pressing 0# on ANY telephone menu will usually fix that problem...
Me: "Sir, you were xfer'd here from another dept. That's why your choice was not listed on the menu.. I have no control over the menus.. I can provide you with the # for this dept if you'd like"
SC: ...*continues yelling.. progressively getting louder and more flustered over the "broken" menus*
Me: ...*reitterates the fact SC dialed wrong #.. repeats I CANNOT do anything, and have no control over menus.. contact cust svc or our quality dept to file a complaint..(offered # for Quality dept).. repeatedly offers direct # for our dept*
SC: "NO!! I DON'T WANT ANOTHER # TO DIAL.. YOU PEOPLE NEED TO FIX YOUR MENUS!! I want you to personally write an email, make a phone call and tell the person responsible to fix them!! YOU NEED TO FIX THEM!!...*explains again he's a business man that makes $300/hr and doesnt' have time for this" ..and then goes on to question what I do with my time all day.. suggesting all I do is sit on a phone... well... yeah.. this IS a "CALL CENTER"*
....this went on for nearly 15min.. him yelling in my ear about the menus.. my repeating "I can't do anything about that.. I can only assist you with your claim... " ... I finally lost it..
Me: "SIR!! *yelling* I can't do anything about the menus!! I'm trying to get you off the phone so we DON'T waste anymore of your time OR money.. if you want the direct # i can provide that.. do you want that # sir??"
SC: .....
... yes.Me: (provides # with opt#) "that will put you DIRECTLY with a live rep.. NOW, I have advised you on your claim status today... I have given you the direct #, I have told you there is nothing I can do about the menus... is there anything ELSE I can do for you?
SC: ....... well if you can't fix the menus .. I GUESS NOT! *click*
I could actually get the outside line myself and redial for them, select the option and ext and xfer.... but if you don't have the time or patience to wait for the menu.. I don't either. Sorry!
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