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Jul. 2nd, 2004
Ok who put the crack in the water supply?
Jul. 2nd, 2004 08:21 pmI don't know what is going on but at work we've all being gettmore than the usual number of crackpots and idiot callers. First there were the people who just couldn't understand why we might want a signature if we're adding in or changing security information on some-one's account. Then there was the woman who wanted money transfered into her checking account, and wanted it NOW, but didn't want to go through the automatic system and wanted a rep to do it. Unfortunately they haven't given us access to do instant transfers if we do transfers they take one business day. Then today came a kicker. Guy was doing a dispute on a purchase he made. it was entered and he got the forms that we need signed and returned to complete the dispute. Well he got stuck on one line that said "include a copy of the signed reciept or your claim will be denied" (note these are generic forms we send for all merchent disputes and so we don't need a reciept for all transactions. either it's poorly worded or he didn't read all the instructions telling him where to fill it out) He started screaming that he shouldn't have to prove he didn't do this transaction and that the merchent should provide the proof to him. And I mean scream I turned my phone volume as low as i could and his screams still hurt my ear. I tried to explain to him, just note that you don't have a signed reciept and and why and move on, but never got the chance. He then said "I shouldn't be yelling at you. I should go to the people who opened my account and beat the shit out of them." Ok time for a smackdown "Sir if you continue to threaten violence against ****** employees I will disconnect this call" His oh so mature and rationale response? "Disconnect my FUCKING CALL!!!!" *click*(note he hung up not me) SO I noted his account in case he calls back.
God I wish there was a way for us to put callers like him on speaker phone, or ping some higher up to listen in. I remember back at PDQ.net we could and if there was some idiot who continually abused reps their accounts were close(it was in the TOS that abusing reps was a serious no-no) Fuck I remember a few people the managers were just waiting for an excuse to TOS em. If we ever got them we had to single for a one of them immediately. Every company and call center should have policies like that. Abusive people are what destroys employee morale and cause burnout, even if they're the tiniest minority of customers. Right now I'm wishing I didn't have work tomorrow so I could have a few good drinks, or at the very least some good chocolate ice cream in the house.
God I wish there was a way for us to put callers like him on speaker phone, or ping some higher up to listen in. I remember back at PDQ.net we could and if there was some idiot who continually abused reps their accounts were close(it was in the TOS that abusing reps was a serious no-no) Fuck I remember a few people the managers were just waiting for an excuse to TOS em. If we ever got them we had to single for a one of them immediately. Every company and call center should have policies like that. Abusive people are what destroys employee morale and cause burnout, even if they're the tiniest minority of customers. Right now I'm wishing I didn't have work tomorrow so I could have a few good drinks, or at the very least some good chocolate ice cream in the house.
