Tweet
1. Perkier
When I came in at the beginning of the work week, I noticed one of my CW's had her customer on hold because it was a SUP call. Curious, I asked why.
CW: She said I sounded too laid back, she wanted to speak to someone who sounded "perkier."
Me: Seriously?
CW: I told her that's my voice (SLD's note: this girl's very soft-spoken) and I can't change it, if she wants she can hang up and try again as she can't transfer to another tech but she started screaming for a sup. (Another note: we can't transfer to another tech in the same dept otherwise it will be an instant fail on an audit.)
So my sup took the sup call. The SC told him that if she's going to have a voice like that he should fire her and replace her with someone who sounds better. Sup tells SC that CW is just very soft-spoken and that's it, SC says then she should find another line of work as the phone thing isn't working.
Sup gets off the call and laughs and tells her not to worry.
2. Idiot manager.
A public defense rep told me about this one. Apparently, a customer received a 2009 disk of her security software when she was supposed to receive a 2010 disk (the 2009 versions don't work with windows 7). Normally we handle these, not public defense.
The customer goes back to the store and asks the manager as to why she was handed a 2009 disc instead of the 2010 disc when the earlier version is not Win7 compatible.
So instead of the manager saying something sensible like "I'm sorry it just was probably an honest mistake, let me take care of this for you" he says....
"Ma'am do you really expect us to train our techs on everything there is to know about computers?"
I mean, seriously....
And that's why it went to public defense. Because of the manager this customer got a gift card mailed to her because she was threatening to bring everything back (almost $2K worth of stuff). Yeah, way to run a business Mr. manager.
When I came in at the beginning of the work week, I noticed one of my CW's had her customer on hold because it was a SUP call. Curious, I asked why.
CW: She said I sounded too laid back, she wanted to speak to someone who sounded "perkier."
Me: Seriously?
CW: I told her that's my voice (SLD's note: this girl's very soft-spoken) and I can't change it, if she wants she can hang up and try again as she can't transfer to another tech but she started screaming for a sup. (Another note: we can't transfer to another tech in the same dept otherwise it will be an instant fail on an audit.)
So my sup took the sup call. The SC told him that if she's going to have a voice like that he should fire her and replace her with someone who sounds better. Sup tells SC that CW is just very soft-spoken and that's it, SC says then she should find another line of work as the phone thing isn't working.
Sup gets off the call and laughs and tells her not to worry.
2. Idiot manager.
A public defense rep told me about this one. Apparently, a customer received a 2009 disk of her security software when she was supposed to receive a 2010 disk (the 2009 versions don't work with windows 7). Normally we handle these, not public defense.
The customer goes back to the store and asks the manager as to why she was handed a 2009 disc instead of the 2010 disc when the earlier version is not Win7 compatible.
So instead of the manager saying something sensible like "I'm sorry it just was probably an honest mistake, let me take care of this for you" he says....
"Ma'am do you really expect us to train our techs on everything there is to know about computers?"
I mean, seriously....
And that's why it went to public defense. Because of the manager this customer got a gift card mailed to her because she was threatening to bring everything back (almost $2K worth of stuff). Yeah, way to run a business Mr. manager.
Comment