If someone calls in, asking to be connected to a SPECIFIC department so they can pay off a bill, CONNECT THEM.
Don't ask all sorts of questions about the account. If the person is asking for a specific department, it's because they KNOW their account will not come up on your system!
Other Half is trying to pay off a cell phone. He called the company and asked for the Finance Department. EVERY. SINGLE. TIME. that he has called the main number, they have gone through the spiel of "number. name. I'm sorry, that name is not connected to that number."
"I KNOW THAT. I TOLD YOU the number is disconnected. I just want to pay it off, and I NEED THE FINANCE DEPARTMENT TO DO SO. Please connect me."
"But I need to be able to tell them what account you're calling about."
"They know already. Just connect me."
"Is there any other name the account could be under?"
"NO. PLEASE connect me."
"Are you sure? Because there's nothing coming up under your name..."
"Because the account has already been transferred to the Finance Department. PLEASE just connect me."
"Ok, well, it looks like we're going to have to send you over to the Finance Department. One moment and I'll have you transferred to a supervisor."
"*headdesk* *headdesk* *headdesk* *bite-a-cat* *headdesk*"
This has happened, not once, not twice, but FOUR TIMES. FOUR. There is no reason, on this plane or any other, that it is THAT impossible to connect someone to a department they are SPECIFICALLY asking for!
After the second time, he asked for a direct number to the department, only to be told that there wasn't one.
After the third time, the person in the Finance Department gave him a direct number.
This time, he tried the direct number, only to be told that the number didn't exist.
We think he has the correct number now. Maybe. Possibly.
I'm going to put this one on the suckiness of the training, of the company policies, and of the inability of the people involved to just LISTEN and respond appropriately.
Hopefully, when he calls tomorrow to make the final payment, he'll be able to call directly. And, if not, maybe he'll actually be transferred immediately by the person he speaks to.
Hah. Sure. And maybe I'll look out my 2nd-floor window tomorrow morning and see a pig hovering there.
Don't ask all sorts of questions about the account. If the person is asking for a specific department, it's because they KNOW their account will not come up on your system!
Other Half is trying to pay off a cell phone. He called the company and asked for the Finance Department. EVERY. SINGLE. TIME. that he has called the main number, they have gone through the spiel of "number. name. I'm sorry, that name is not connected to that number."
"I KNOW THAT. I TOLD YOU the number is disconnected. I just want to pay it off, and I NEED THE FINANCE DEPARTMENT TO DO SO. Please connect me."
"But I need to be able to tell them what account you're calling about."
"They know already. Just connect me."
"Is there any other name the account could be under?"
"NO. PLEASE connect me."
"Are you sure? Because there's nothing coming up under your name..."
"Because the account has already been transferred to the Finance Department. PLEASE just connect me."
"Ok, well, it looks like we're going to have to send you over to the Finance Department. One moment and I'll have you transferred to a supervisor."
"*headdesk* *headdesk* *headdesk* *bite-a-cat* *headdesk*"
This has happened, not once, not twice, but FOUR TIMES. FOUR. There is no reason, on this plane or any other, that it is THAT impossible to connect someone to a department they are SPECIFICALLY asking for!
After the second time, he asked for a direct number to the department, only to be told that there wasn't one.
After the third time, the person in the Finance Department gave him a direct number.
This time, he tried the direct number, only to be told that the number didn't exist.
We think he has the correct number now. Maybe. Possibly.
I'm going to put this one on the suckiness of the training, of the company policies, and of the inability of the people involved to just LISTEN and respond appropriately.
Hopefully, when he calls tomorrow to make the final payment, he'll be able to call directly. And, if not, maybe he'll actually be transferred immediately by the person he speaks to.
Hah. Sure. And maybe I'll look out my 2nd-floor window tomorrow morning and see a pig hovering there.
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