I used to work in a call center for a cellular company. We dealt mostly with 'business' customers, but they were still just as horrible about basic stuff like that.
I remember one customer that called in and wanted me to get rid of $2000 in texting overage charges that her daughter racked up in a ONE month period. They tried to weasel out of it by claiming that they were supposed to be on an unlimited plan, but there was nothing in the account about it and they refused to go back to the store that supposedly set it up and have them put a note in the account about it.
That was the only issue I had to give up on. I couldn't fix that myself and tried to send it up the chain to management, but they ignored me no matter how many times I asked, so I eventually just 'forgot' about it and left it there.
Was still unresolved when I left that job.
The only time I was told off to a point it was blatantly rude and just unkind was my first entry. My co-worker however...-lights flashlight under my face- It was a bright and sunny afternoon in retail hell...-dreamy flashback sequence-
At Noble Barnes, they had set up a help line for Nook buyers to rant and belittle poor call center slaves with ridiculous questions. Occasionally one would call the store and the employee were trained enough to know a majority of the answers. I was at the register with a customer when my co-worker was at the Nook table on the phone with a customer. I noticed (and my customer in line) that my co-workers voice was getting nervously high and strangely loud.
Lady in my line gives me a kinda strange look as we both glance back and forth from our transaction to my co-worker who at this point was almost yelling in that kind of nervous "I can't control the volume of my voice," kind of way. A few minutes after I was done with my line and co-worker was off the phone I call her over asking what was up.
Turns out some lady called in with a Nook bought for her grandfather, said she couldn't complete her account. Co-worker told her the answer. You have to enter in a default credit card into your account as a sort of 'proof' you're a real person and in case you do choose to buy something, it's already activated in your account. Bitchy Phone Custy didn't like that answer and basically screamed at co-worker over the phone about it. Co-Worker told Bitchy Phone Custy to call the help line if she wished and BPC hung up on her :/
20 minutes later Bitchy Phone Custy calls back.. apologizing to co-worker saying the help line didn't know nearly as much as co-worker did and wanted to say she was sorry and just stressed that her grandfather was hounding her to get the answer.
...and that was the day my head exploded.
I have 2 things to kinda vent about today.
To keep along with the recent postings about credit cards, my company has credit cards and membership cards to collect points that we have to push! YAY double the fun.
As cosmeticians we get probably 60% less customers than the front cash so it is a lot harder for us to push memberships and 3/4 of the time people don't want them or already have them. Our issue with our credit cards is our bosses always push and say we need a certain amount per day, but here's the issue... Super hard to actually get accepted for the actual credit card itself AND we don't actually have a sign up within the store!
They would have to go to our website, than sign up and remember the retail slaves name, and IF they get approved, we get credit. Like what the hell? At least I don't get threatened with my job about it!
My second thing is kind of something I need advice on. I have a single phone at my desk to allow me to price check, call out for supervisors etc. Most people don't know the extension to get to my desk except for people who work in my department. My problem is I think I have a stalker.
A month or two ago I had someone call directly to my desk and start asking me if I liked movies and that he liked ducks, and it just got weird. I tried to be polite and told him I had customers and didn't have time to chat and hung up and told my coworker. She said it was probably someone prank phoning me and to forget about it. So I did.
It didn't stop there.
Last night as I was working I have the person phone me again, I recognize their voice and immediately ask who it is. They ask what time I am open until, and I tell them, than the hang up. A few hours go buy and than AGAIN the person phones back wanting to chit chat, I immediately said I do not have time for this and hang up.
It is getting to the point where it is freaky.. I'm not sure what to do, my coworker is getting worried about me because she thinks someone may be stalking me. My only issue is I have never spoken to the person face to face, it has always been them harassing me over the phone.
Should I tell my manager or just keep hanging up? I'm beginning to get worried as it happened twice in a night, and I work the next 6 nights in a row.
Got some snot nosed Bewitch on the phone wanting to cancel her TV. No account #, doesn't know the telephone # on the acct, doesn't even know her postal code (I had to look it up on CanadaPost.com) also has a VERY common first and last name....
Finally find the account on the main system we use when it freezes up - but at least it had loaded far enough for me to see the main acct #. Apologize and tell her it will be a moment because I can't get any further into her acct and will need to close and reload the system.
Bewitch: "Riigghhhttt... That's OK. You can put me on hold while you get someone who actually knows what they're doing to help you."
Me: "Actually, ma'am, I DO know what I'm doing. Unfortunately, because YOU didn't have the requisite information for me to quickly find your account, my Single View has frozen on the search page because the limited information you were able to provide me returned over 100 accts. Because of this, I cannot access your TV account on MultiVu because it is linked into my Single View, which I need to access, to go to the Loyalty Tab to check the status of your contract and see if and how many receivers you have that will need to be returned to us. If I am unable to reactivate my Single View system, I will still be able to honour your request because I was able to at least find your account number for you and would be able to complete your cancellation request through a contingency form on BluePrints."
Bewitch: "Oh..... so your system actually did go down?"
Yes, you dumb bitch! My system went down! Cause you're too stupid to even know your own Postal Code!
Remember, keep your stick on the ice, not upside the custy's head!
I just recently found this site and immediately added it to my favourites bar! I'm from the great land up north, better known as America's Hat. You may call me Ms Kew. (left over nickname from working in a pool hall)
I've worked in the Call Center environment for about 3 1/2 years, 2 different companies, 3 clients.
The first client was an online retail store for a major electronics company. Actually a really good job and company, decent bonus structure and not bad custies. The only bad (?) custies were the ones who thought they should get a better discount for being "long time, loyal Phony customer." Yeah, that would be why we have NO record of sales or warranty information on you.
The second client was the 3rd largest cable company in the States. Some of the custies I dealt with were unreal! The following is as near a verbatim of the call as I can remember. I would not have believed that there are people out there this stupid if I hadn't heard the words.....
Me: Thank you for calling Barter. My name is Ms Kew. How may I help you with your cable services this evening?
Cx: (heavy Southern accent) Why's my TV not working?
Me: I'm sorry to hear that, sir. If I could get your name and phone number, I will definitely look into this for you.
Cx:' *provides info*
Me: Thank you. I regret to inform you that there is an outage declared in your area due to a power outage.
Cx : But I's gots my gen'rator plugged in! Why's my TV not working?
Me: Sir, has there been any severe weather in your area recently that may have caused a power outage?
Cx: Well, hell, there's a damn hurr'cane blowin' through! Gots trees and crap all over the place!
Me: Well, if a tree has taken out the power lines, they most likely took down the cable lines as well
Cx: But the lines from the pole to my trailer are still up! Why's my Tv not working?
The most recent custy from hell I dealt with was from Quebec. For those not in the know, there is a strong separatist movement in Quebec and a lot of Quebecers who think EVERYONE should speak French.
Now Hell is actually a reasonably smart company. If the call originates in QC, the message the custy hears is "For service in French, press 1 or stay on the line. (in French). For service in English, press 2 (in English). So, in order to be put through to an English speaking agent, you must DELIBERATELY choose '2'!
So, I get this woman with a heavy french accent who, after I complete my opening spiel, very politely, asks me to go over some charges on her bill. So far, so good .
I pull up her account, and her entire bill is in French! Also, every note on her account is in French! When I mention that as everything is in French, it's going to take a minute as I need to pull up Google translate so I can understand exactly what has been going on with her account. This is when she went from being a polite, reasonable customer to a complete ranting and raging Crusty! She can't BELIEVE that Hell would hire someone who couldn't understand her account! And then she switched and started yelling at me in French! When she finally stopped to take a breath I asked her if she would prefer to be transferred to a French speaking agent. Oh no, she wanted me to speak to her French.
"Everybody I deal with needs to be able to speak French" Starts another unintelligible rant.
"Je ne parle pas francais, Madam."
Cue another 5 minute rant that I could not understand.
"One moment while I transfer you to our French queue"
"Don't you dare......"
I have many more stories of CSR hell to relay, so until next time, keep your stick on the ice!
Custy: I was looking at [such and such] the week after Christmas, and it was free shipping.
Me: I'm sorry ma'am, that was over a month ago, we are not offering free shipping at this time.
Custy: Then, what do I do? I want this item.
Me: You may certainly purchase the item, but there will be a shipping charge at this time.
Custy: But, it was free shipping the week after Christmas.
Me: I understand that ma'am. You should have bought it then if the free shipping with a deal breaker. It's not my fault that you didn't order the item. We do not have a free shipping promotion at this time.
Custy: But I want free shipping!
Me: I cannot pull a promotion out of thin air. If you don't want to pay shipping, you can either wait longer for a free shipping that we WILL have again in the future or you can purchase it for $100 more on the "other" site you're claiming it's cheaper on.
Of course I had already checked that site, and it's definitely NOT cheaper over there.
I had the pleasure of being screamed at and threatened by a strung out meth-head at work yesterday.
He came in about 10 minutes to close visibly shaking and babbling in a paranoid manner; muttering to himself about how our pharmacy ripped everyone off, and he needed a Sudafed product for his ears and whatever else.
Unfortunately when I scanned his ID for the purchase (products containing pseudoephedrine are restricted where I live) he was flagged as having already reached the purchase maximum so the transaction could not go through.
As soon as I told him this, I had to interrupt his rambling first though, he went totally nuts screaming and cursing about how he wasn't some junkie, and he had stuffy ears and we *NEEDED* to override the registers or just give it to him anyway. He was making such a scene that other customers in line were backing away in fear, and I was literally shaking (I'm a usually-petite person and about 8 months pregnant at the moment, so not even slightly prepared to deal with a scary junkie getting physical).
Our pharmacist who's all of 5' tall and talks in this adorable squeaky little-girl's voice came over to attempt to diffuse the situation. She tried to tell him exactly the same things I had and explain that the only way he could get around the pseudoephedrine restrictions for over the counter items would be to get a prescription from his doctor for a higher dose.
He's having none of it, cutting her off, screaming, and attempting to be physically imposing so she threatens to call security which immediately shuts him down, and he leaves with a, "You don't gotta call nobody, I'm leaving."
Thinking we've seen the last of him we finish up our closing duties, turn the lights out, and start to close the gates. I look over and there he is standing by the final partially-open gate that we leave through holding a cellphone and demanding that we stay open because he's "on hold with his doctor for a prescription." Doubtful considering the time of the evening and the fact that it's a Sunday, and most offices are closed.
We're willing to humor him even though everything's already shut down, so we wait a few minutes. After 10 minutes of him being on hold, the pharmacist apologizes and informs him that we can't wait anymore, we're going home, which makes him freak out even more.
The pharmacist told me and the other girl there to just go, that she'd handle it so we left and got security immediately because we weren't about to just leave her alone with scary Sudafed guy. They got him to leave, and everything was fine, but I was still partly shaking from it until I was about halfway home. Scary fucking crazies...