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...
Pardon the length, but one of the reasons I enjoy this 2nd job is because it affords me the chance to truly treat horrible customers/guests EXACTLY the way they treat those of us in this industry, with no blow back from management. For example, I was commenting in another thread about how I was here at the hotel, with nothing to do. Be careful what you say aloud.
Me - Thank you for calling _____ Inn, This is RHUer. How can I help you?
Guest - Hi, my daughter called earlier trying to see if she could change her reservation to arrive tomorrow instead of today, since she's having car trouble.
Me - Yes mam, it was me that she talked to. I can't waive the charge since it's past the cutoff point to cancel or change reservations for her arrival today, however, since she went through a 3rd party booking service, maybe they'd be able to refund or credit her.
Guest - We did try to do that, but every number that is given on the website or google tells us that it's a non-working number and directs us to another number that states to call between certain times. Since you do business with them, can't you just refund her money and change her arrival date?
(ok, basically this girl didn't get what she wanted so mommy decided she was going to step in and handle things for her precious little girl.)
Me - I'll see what I can do mam. I'll change her arrival date, and if you give me a second, I think I can waive the fee. (she was being pleasant, so I didn't mind)
Me - Oh, I guess going through a 3rd party like that, charged you the whole amount completely upfront. If you'd called us directly, her card wouldn't have been charged until she checked in, and I'd have waived the fee.
(she becomes UNGLUED at this point)
Guest - THE ONLY REASON WE WENT THROUGH A 3RD PARTY IS BECAUSE YOUR RATES ARE SO G**DAMN HIGH!!!!! $72.00 PER NIGHT IS NO DEAL!!! WE WENT THROUGH THIS 3RD PARTY BECAUSE THEY OFFERED A BETTER F**KING RATE ($59)!!!!
Me - Ok, so you went through a 3rd party to get a better deal. Approx. $12 less correct?
Guest - YES.
(she's full blown indignant at this point and I'm assuming she's thinking that I'm going to give her money back. Although there's NOTHING I can do.)
Me - So after taxes she'd be paying around $210 for all 3 days.
Guest - (getting agitated) UH, YEEESSSS!!!
Me - Ok, so in your zeal to save $12 a night, you went with a 3rd party service that I assuming you a) didn't bother to check out before using, b) didn't read the fine print before handing over all your info. Had you gone with us directly in the first place, you'd a) be saving about $40 right now, b) her card wouldn't have been charged right there and then, c) I'd have waived the fee for you. Does that sound about right?
Me - Sorry mam, my GM is gone for the day.
Guest - GIVE ME YOUR CUSTOMER SERVICE NUMBER NOW!!!!
Me - Sorry mam' we don't have a CS line as we are a privately owned franchise.
Guest - I'M GOING TO CALL YOUR CORPORATE NUMBER AND HAVE YOU FIRED!!!!!!
Me - You are welcome to try mam', but as you have been the aggressive party in this conversation, I sincerely doubt I'll lose my job. You basically want me to give you free money, which is beyond my authorization, for a mistake that you and your daughter made yourselves. Maybe this is a learning experience?
Guest - F**K YOOOOOU!!!!!
Damn it feels good to be a gangsta sometimes. HA!
I once had a lady threaten that she was going to report us to the State's Attorney General because we do not give cash refunds - exchange or merchandise credit only.
I offered to make the call for her, and did. While she stood there steaming, I got the right soul on the line and asked if we were required to give cash refunds. On speaker. The answer?
"Stores are allowed to set whatever return policy they wish, as long as it is posted publicly," (as I gestured pointedly to our sign upon the wall and the printing on our receipt).
The lady's response - also on the speaker - was, "Well, she's LYING! *I* know the law!"
And she left without the cash for the book for which she had no receipt.
--Bored at the Bookstore
The latest I heard was from a guy who wanted to return a suit. It seems he bought it for his son two years ago and, "... (choke) he died in Iraq last month and (choke) he never got to wear it."
Then the usual: no receipt, no price tag on the suit, it's a brand we no longer carry and (wait for it!) he bought it from our competitor.
"You're both owned by the same parent company, aren't you?"
"I'm sending his mother down to get the refund. We paid over $400 for that suit and we NEED that money for his burial."
--Joe the Cigar Guy