I don't want to follow directions! Just have someone else do it!

[greensinestro]

Ninety-five per cent of the reason customers have internet problems is because they flat out refuse to follow directions, and it would be better to have someone babysit them. This is how one such call went earlier today:

SC: I'm getting a 691 error, whatever that means, and you need to fix it!

Me: I'll need you to verify the username and password you're using.

SC: I know what it is! I put it in there myself.

Me: Yes, sir, but I'm asking you to tell me what it is nonetheless so we can determine why you're having this problem. 691 usually means the password or username are not right.

SC: I know it's right! We're not communicating! Are you India, or America?

Me: Sir, that's not relevant. I need to know what you have on your computer.

SC: It's (gives me the info). Why do you need to ask me these questions?

Me: It will help with why you can't get on to the internet. Now, what is your operating system? Do you have Windows XP, for example?

SC: What f***ing difference does it make? Windows is the same for everyone!

Me: Please refrain from the language, sir. It is not the same as we need to know this to solve the issue.

SC: I think it's Vista, how the hell should I know!

Me: You should know if you use this computer every day. So you think it's Vista?

SC: Look, we aren't communicating! You need to come to my home and do this for me.

Me: We don't do that, sir. If you would just do what I advise, you could solve this problem in two minutes or so.

SC: Fine! I have Vista!

That's as far as I got being afterward, it turned out he had five other internet connections. I tried to get him to delete them, but that was too difficult for him, too. Later on, when I reviewed the notes, it put to rest in my mind why this customer's name sounded familiar. I had spoken to him four months ago, and virtually the same conversation ensued. He had a friend of his call back and have us do it with the friend, AKA Mommy held his hand for him. After his continued frustrations at deleting his connections and my questions to him to set up the service, it was:

Me: Sir, I think it may be best if you had someone that could do hands-on with you, or perhaps have someone call this in where we can set it up over the phone with them.

SC: You son of a bitch! We're aren't communicating.

Me: Sir, have a great day! (And Mr SC hung up).

I should point out he later on called back, and told me I would be sorry on Monday for treating him like I did. Can't wait.

[BravoOrig]

Oh no! He'll have your job!!! I've heard that one before, I just had to laugh. They can have it, come walk in my shoes lady.

[XCashier]

I hope you added to his notes that he pulled the same stunt again, as well as using profanity and calling you names.

Some people just do not learn. This guy sounds too stupid to use anything more advanced than crayon and paper.

[greensinestro]

I hope you added to his notes that he pulled the same stunt again, as well as using profanity and calling you names.

Some people just do not learn. This guy sounds too stupid to use anything more advanced than crayon and paper.

You'd better believe I noted that. I told whoever looks at this asshole's account to view the notes made four months ago and they'll see literally the same identical conversation took place. Some reps I know of do not note their accounts because of laziness. I not only do it because I'll be killed if the observing team is listening it, but also it's a method of covering one's ass when the customer tries telling a different version of what happened.

[TNT]

I used to -- as my bosses said -- write novels. I left out no details. It not only covered my butt, it helped the next person. Nothing worse than hearing a customer say, "The previous rep promised me this" only to find a note that said " ".

[greensinestro]

I used to -- as my bosses said -- write novels. I left out no details. It not only covered my butt, it helped the next person. Nothing worse than hearing a customer say, "The previous rep promised me this" only to find a note that said " ".

I had other employees tell me I should have written a book, or become someone's secretary. Believe me, I have worked enough years in a call center, I have thought about writing a fiction novel based on them. Something similar to a book called "The Association" by Bentley Little, but mine would be based on how evil some call centers operate.

[freaktard]

I'd Buy it!

[AnqeiicDemise]

We have to be politically correct around here.

I almost got fired at my last job when I recounted how this one guy got verbally abusive to a co-worker. I didn't think it was fair and since I was servicing him, I wrote it in the notes what happened:

'Client came in, upset, began to yell at (blah) to the point where he became abusive in such regards as to a) her intelligence b) weight c) religion d) race. I asked client to please remove himself from the premises and started to become abusive toward me. In an effort to prevent a scene (the lobby was crowded) I placed client in room # and had Dr. Kewl slip into the room for a quick conference between patients.'

And because I wrote that he had been abusive to co-worker in such fashion, my manager wrote me up because we could 'be sued for slander' if those notes ever made their way out into public view.

I'm paranoid now. I can't help but avoid writing 'novels' like I used to and just put in the basic things I spoke of.

[Imogene]

And because I wrote that he had been abusive to co-worker in such fashion, my manager wrote me up because we could 'be sued for slander' if those notes ever made their way out into public view.

If it weren't absolutely f*cking true! There's no way to sue for slander over something that's just a writing down of events as they happened. If you had said something like, "And then, he asked me where he could buy children to shoot naked pictures of," YES! That's slander! "He was abusive to my coworker" Is the truth! Smack your manager!

[otakuneko]

Really? At my callcenter, the procedure was to document everything, *especially* if the caller became abusive, uncooperative, or otherwise sucky.

[myswtghst]

I, too, will write novels if I have to in my case notes. I always make sure to note if I promise or advise the caller anything, just to cover my own ass. And I get SO annoyed when my coworkers do not, especially when they enter a deferral time wrong, and I have cases paging at midnight that should have been paged at noon, because if it doesn't say noon in the notes, I have to call it out and wake someone up, just in case.

[greensinestro]

Well, everyone, I still have my job! This customer decided to cancel his service due to how difficult we make it for him to get his internet to work. The difficulty here is he doesn't want to sit on the phone and do anything himself. He would rather we send someone to his house, which we don't do.

[BravoOrig]

I write novels myself, anything pertinent to the call that will help cover myself and help the next represenative. The only time I keep it short is for the regular crazies that call in, no need to note I talked to them about right-clicking their mouse and UFOs, there's enough other notes on the account to establish they aren't right.

I mentioned this before but we had a customer complain that our website requires your account number to change your email password, saying we had a "great system", add scarcasm as HE throws his statements away each month. Like we're supposed to just let any yahoo change his email password. Basically a little more back and forth with another rep and he starts saying our policies don't match his, whatever they are, and he asked for no more email and would have it automatically deleted. Well a lead put in for someone to call him back, which he never did answer. I'm sure he threatened to cancel service somewhere over this but guess who still has service.

[gunsage]

http://dictionary.reference.com/browse/slander

When I was taking professional writing courses (and a few required HR ones as well), we had to distinguish between opinion, fact, evidence, slander, libel, etc. Libel can be considered slander. However, if you are stating a fact, meaning it is not an opinion and is based on evidence, you are in the right. Example:

The customer came in and was verbally abusive toward Mary. The customer said various statements insulting her weight, race, and religion. Of these statements, a few examples include "Maybe if you could see over your jelly rolls, you could see what I'm talking about," "Typical that a WHITE person would feel that way," and various other references that I don't feel comfortable writing.

Now, the customer could (should) deny all this. THAT'S where you get in trouble. Typically it's best if you get a sign off from everyone who witnessed it. Even still, if you're worried what you're writing may be slander, either don't or at least ask a supervisor. You could also have written...

The customer came in and was verbally abusive toward Mary.

If there are further details needed, you discuss them directly with HR and/or the legal department. Oh yes...I often end up having to watch myself because I let my temper flare when writing feedback. This has been the most common lately, though trust me when I say I wish I could do more...

Cold transfer into level 3 department with no queue. Agent deliberately waited until I spoke to cold transfer customer.

The sad part is that I end up having to do a number of these a day and with the amount of repeat offenders it's pretty obvious nothing's being done about it.

[ctown28]

691 error, I am familiar with that. this guy is either mistyping his username/password or he is not authorized to be in. Thankfully all my calls are recorded so if I get someone being abusive like that I can open a complaint with his/her boss