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The other day, I took what started out as a pretty standard call from someone. They were 3 months behind in their payments, so they received letters saying their policies would be cancelled.
So they called and wanted the policies reinstated. Sure, no problem at all. Got that sorted, advised what the outstanding payment was, and that the payment would be taken out tonight.
Cue wails and screams, claiming they can't do that and they wanted to speak to a supervisor.
Well, that escalated quickly!
Me: Sure, I'll log that request for you and someone will give you a call back in 48-72 hours (which is our standard process).
Customer: No, I want to speak to someone now.
Me: Unfortunately, no one is available to look at this right now...
Customer: Oh I see you've had meth for breakfast, among other wonderful insults and abuse.
Me: I can't get someone now, I've told you our escalation process, and if you continue to speak to me like this I'll terminate the call.
Customer: Continue with the insults - I think fucking cocksucker got thrown around a few times
Me: Someone will call you back within 48-72 hours regarding your complaint. I'm now terminating the call.
Ended the call, and cracked up laughing.
Logged the complaint, and got the ball rolling to escalate it. In that time she called back, and someone had transferred it through to the manager I get along with really well (and always backs me up), where she was equally as abusive (apparently she told him I'd had meth for breakfast too). In the end, he gave her the option of pay up or we're cancelling. She opted to cancel.
Cue the rest of the week getting into some good banter with said manager about eating meth
So they called and wanted the policies reinstated. Sure, no problem at all. Got that sorted, advised what the outstanding payment was, and that the payment would be taken out tonight.
Cue wails and screams, claiming they can't do that and they wanted to speak to a supervisor.
Well, that escalated quickly!
Me: Sure, I'll log that request for you and someone will give you a call back in 48-72 hours (which is our standard process).
Customer: No, I want to speak to someone now.
Me: Unfortunately, no one is available to look at this right now...
Customer: Oh I see you've had meth for breakfast, among other wonderful insults and abuse.
Me: I can't get someone now, I've told you our escalation process, and if you continue to speak to me like this I'll terminate the call.
Customer: Continue with the insults - I think fucking cocksucker got thrown around a few times
Me: Someone will call you back within 48-72 hours regarding your complaint. I'm now terminating the call.
Ended the call, and cracked up laughing.
Logged the complaint, and got the ball rolling to escalate it. In that time she called back, and someone had transferred it through to the manager I get along with really well (and always backs me up), where she was equally as abusive (apparently she told him I'd had meth for breakfast too). In the end, he gave her the option of pay up or we're cancelling. She opted to cancel.
Cue the rest of the week getting into some good banter with said manager about eating meth
Come to think of it, we clearly have some projection issues here...even meth is not a cheap vice
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