What the fuck is wrong with the weather right now? Seriously, we went from mid to high forties, right to an inferno that Dante Alighieri would be too sweaty to write about.
On a completely different note, let me tell you about a call I took at work today.
This woman had racked up about $200 of overages on her phone bill. She had used the traditional method, talking more than she had minutes, to do this. However she was insistent that her mobile to mobile call were to blame, which was not the case. If we had charged her for the mobile to mobile calls it would have been closer to $600 in overages instead.
She was insistent that I was wrong and that she was being lied to by my company (not the case, surprise!). Then she hit me with the big one: Not only could she not pay the bill, but we were keeping her from feeding her children. Like some freakish cellphone secret police, we were not allowing her to feed her children(somehow). And then she repeated that, repeated it every time I tried to get a word in edgewise. In fact, she would ask a question and then interrupt me with that when I tried to answer. This continued for a good ten minutes.
Then she asked for a supervisor, something which I do not have a problem with. I offered to connect her to a sup, as she had requested one. Does she give me permission? Of course not, she tells me that I am keeping food out of her children's mouths . Finally I get her to an escalations rep, who takes the call, albeit with a smidge of trepidation.
CALL TIME: 25 minutes.
Now before you go thinking "Why 25 minutes, Thats not long for a serious issue at all!" Be aware that my average call time is less than 4 1/2 minutes. Meaning that this, a call which I could not resolve, took me more than 5 times as long as my normal work and accomplished NOTHING AT ALL.
Another story along the same vein: Whilst I was working for COMCAST, I received a call from an older woman on fixed income. This woman became quite agitated that her promotions had expired, causing her bill to increase some $35. According to the woman this increase in charges (which she had been advised of when she signed up), would prevent her from paying her MORTGAGE. She then began to cry, told me I should be ashamed and disconnected before I had the option of helping her.
Bleh, these are the calls I love to hate.
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1 comment:
jesus christ, 25 minutes is a log time to help one customer.
Allow me to share what happened today:
You know how with video games you can purchase a reservation slip before the game comes out for like $10?
Well I returned a reservation slip for a lady, and she was quite upset that I was only giving her $10. She was insisting that her son paid $60 for the game.
What happened was that her son purchased a completely different game at the same time as the reservation slip, and this lady could not get it through her head. She wanted me to fork over $60!
Jesus christ it was infuriating. I said I could not return a game that she did not bring into the store, I guess she thought that $10 thing was the game?
fucking idiot.
Anyway, I called my big scary security friend over to explain, and she said "ok" and left.
Argh!
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