Insisting on spreading the discontentment
I just took an escalation from someone who was complaining about being on the phone for a half hour providing ID numbers from his phone and troubleshooting. When the floor rep explained his options, he demanded a supervisor. He got res.
He asked me to explain WHY he had been on the phone for a half hour reading off numbers and answering questions so that he could be told that he needed to contact Motorola or pay a fee. I explained that as his service provider, we are offering an expedited service. But in order to find out if he qualifies, we have to identify his phone, find out what's wrong and figure out exactly WHAT options we CAN offer.
He then said the word "retards", then hung up.
I almost called him back under the guise of...
(continues)
He asked me to explain WHY he had been on the phone for a half hour reading off numbers and answering questions so that he could be told that he needed to contact Motorola or pay a fee. I explained that as his service provider, we are offering an expedited service. But in order to find out if he qualifies, we have to identify his phone, find out what's wrong and figure out exactly WHAT options we CAN offer.
He then said the word "retards", then hung up.
I almost called him back under the guise of...
(continues)
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Because if they can't get their way they have to whine and cry. If the customer would realize that we are trying to assist them and not keep taking every problem in their lives out on us.
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not_in_halifax said:
Why is there the need to be a pee-pee head?
You called him a "pee-pee head." That's one of the funniest things I've encountered since I woke up this morning!!
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KnifeySpooney said:not_in_halifax said:
Why is there the need to be a pee-pee head?
You called him a "pee-pee head." That's one of the funniest things I've encountered since I woke up this morning!!
Peepee head, thats funny, i just call em a doody head!!!
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austin316 said:KnifeySpooney said:not_in_halifax said:
Why is there the need to be a pee-pee head?
You called him a "pee-pee head." That's one of the funniest things I've encountered since I woke up this morning!!
Peepee head, thats funny, i just call em a doody head!!!
I feel like im in kindergarten again 😁
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Hey, with some of the calls that come in and when they don't like the answer they here, you tend to get a childish reaction, so it puts you in the mentality if a kid.
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im a strong believer you could phisically pull this guy out of a burning building ,hed say why didnt i get superman in the first place instead of wasting your time trying to help me, you would say i dont know, and he would then call you a retard, some people are just really really stupid , your in res, you know that , thats why your position exists!
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~sigh~ why can't everyone just be happy and get along and act like adults and not pee-pee and doody heads? It would make the work place a less dreaded atmosphere 😢
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I know this is your job, but I absolutely hate it when a customer asks for a sup. (I'm in SSG so I don't have to go to res desk.) Every time they say that, I'm like, you don't think I can handle my job or I'm stupid. It really does feel like a slap in the face. It may just be me, but I hate sup calls!!!
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My friend dave told me once, that how he handles customers who think they are gonna get treated special because they ask for a sup. he says to them- "well mam to be a supervisor they have to work hard and climb company ladder, do you think mam/sir they did that by giving their bosses money away?, think that impressed them to give him a postition to give even more money away-I don't think so!!" 😈 😈
Or when they want to talk to a different rep, another friend Tammy says- "well mam/sir you are certainly free to hang up and cllback to get another rep" 😈 😈
Or when they want to talk to a different rep, another friend Tammy says- "well mam/sir you are certainly free to hang up and cllback to get another rep" 😈 😈
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I have to try the first one.
The second one I actually did. The customer asked to speak to another rep. I gave him the number and when he asked to be transfered. I told him the number again and to call back and that he'll get the same story. He did this three times and eventually when I was repeating for the 3rd time, he hung up. (thank god!)
The second one I actually did. The customer asked to speak to another rep. I gave him the number and when he asked to be transfered. I told him the number again and to call back and that he'll get the same story. He did this three times and eventually when I was repeating for the 3rd time, he hung up. (thank god!)
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CoziKitti51 said:
I have to try the first one.
The second one I actually did. The customer asked to speak to another rep. I gave him the number and when he asked to be transfered. I told him the number again and to call back and that he'll get the same story. He did this three times and eventually when I was repeating for the 3rd time, he hung up. (thank god!)
Yeah, been there done that,got the hearing loss to prove it 🤣
i just love that, 3 times, thats funny!
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The way I deal with escalations where the customer does not want to speak to res is as follows; I review the situation and if the customer does not deserve any credits, I have the rep tell the customer that Ill certainly speak to him, but he will not receive any credits. If the customer still wants to speak to me, I do what I say.
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