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How many times have you had that customer, or more than one, that has to do everything possible to get something that you cannot help them with? In the internet department, I get numerous calls every day from people wanting to talk about their phone service and flat out refuse to speak to someone else. In the time it takes to transfer that customer to the correct person and have it explained to them, we have wasted their "valuable time" arguing with them that the internet department does not handle phone service.
When I worked in phone repair on Saturdays, the customer service center and collections department were closed. Yet, people would call our line as a last hope to get what they wanted, such as those who knew they would not have any service on Monday morning because they forgot to pay their bill. Or, those who needed right now to discuss their high bill and called repair because it's the only place that has people to talk to.
Call it the "dumping grounds"!
When I worked in phone repair on Saturdays, the customer service center and collections department were closed. Yet, people would call our line as a last hope to get what they wanted, such as those who knew they would not have any service on Monday morning because they forgot to pay their bill. Or, those who needed right now to discuss their high bill and called repair because it's the only place that has people to talk to.
Call it the "dumping grounds"!
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