Been a while since my last post. Still in a call centre (now with the great Canadian B-E-Double Hockey Sticks), going on 6+ years, but this story is from my first project, with Phony, as their online sales support team.
Now, with Phony, selling/assisting custies with their online purchase of electronics, we were required to ask "lifestyle" questions to ensure the custy was purchasing the correct item they actually needed. You may not (or, given the readers on this site, most likely MAY ) realize that a majority of custies think that we are all out to scam them out of their hard earned money but the purpose of these questions was so I could actually recommend the right item for them!!
But there is one policy that Phony had comes into play in this situation, that I do not have to deal with any longer(will give props to The Big Brass Instrument for this). We were not allowed to disconnect a call, FOR ANY REASON, without a team managers (TM )approval first. In fact, the TM was supposed to take over the call.
So I get a call one night ...
For the sake of brevity and that there are not enough symbols on the top row to cover the entire conversation, the majority of this call is reduced to a few sentences, rather than quotes.
Me: "Thank you for calling Phony, my name is Ms Kew. How may I assist you with your purchase this evening?"
Customer: "Ah, thank you, Ms Kew! It's so nice to talk to a woman. Do you know the new tablet that Phony has come out with?"
Me: "Yes, sir. What can I help you with regarding 'the tablet' "
Cue this 'gentleman' describing, graphically, what he would like to do to me with said tablet. This diatribe went on for about 5 minutes
Now, I while I come across as very quiet and "business like", I am not some meek little mouse, as some of my co-workers have come to discover!
After getting over the initial shock of this man's words, I flag one of the TMs over to my desk. When HE gets to my desk, (about 3 minutes in) I mute the call and tell him what is going on.
The response I got?? "Deal with it. He'll most likely hang up as soon as I take the call."
WTF!!!! THAT is why I flagged you!!
"NO." and he walks away!!
So, I decided to have the same fun with this guy, as I have with obscene callers I've had at home, only within company policy of asking "lifestyle" questions.
Me: "So, other than the purpose you have already stated, what else do you plan to use the tablet for? Is it for work, school or just personal pleasure?"
- few minutes more of vulgar descriptions.
Me: "Did you know that tablet comes with a 10mp camera and either a 32GB or 64 GB hard drive so that it will record HOURS of the activities you have described, in both high quality photos and videos?"
A few moments of silence and then custy expands on his earlier plans.
Me: "Now, that you have told me exactly what you plan on using our Phony tablet for, I would highly recommend our 64GB model, along with our full coverage warranty, which includes accidental and moisture damage, because I think you will be at high risk of dropping the tablet because your hands may be slippery while using it and it sounds like moisture damage would be an even higher risk"
There is a good length of silence, enough that I ask, "Are you still there, sir?"
"You're no fun!" CLICK.
Amazingly, I was actually written up for this call because, "You should not have antagonized a potential customer" and I forgot to capture the # on the caller ID so they could block him!! No contradiction there, at all!