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Well. This lovely little gem is someone I spoke with last week.
He called from a cellular service provider, that we will call NSP. I was giving support for a windows mobile handset - basically just sending the internet settings to said device. 3 minutes, done and dusted.
Right?
NOPE
Just a bit of background: NSP (as with other providers) has a system where you key in certain numbers and they automatically send the settings to you. This doesn't work for windows mobile phones. On ANY networks.
This person, who we will call Pat, then tells me that *manufacturer* of the handset must do research into why NSP's settings system doesn't work with windows mobile phones.
Lets recap, shall we? Manufacturer must find out why NSP's system doesn't work with ALL windows mobile phones, not just those released with Manufacturer.
I politely advised him that it is the case with all networks and windows mobile phones. Pat accused me of making excuses and congratulated me for reading off a script so well.
I advised Pat that they're reasons, not excuses, and there is no script, I just know my job. He then asks if we refer customers to microsoft if there is a problem.
Replied that no, we do not, but in this case it has to do with the programming of the operating system, and unfortunately we do not have access to that sort of information.
Pat starts spouting off about how we should take ownership blah blah blah. I turned the tables by advising him that by the same reasoning, NSP should take ownership for THEIR system.
He then gets all uppity and snarky, and asks the following:
What is my name, and am I the manager?
I supplied him with my middle name (which is the name I go by) and said that no, I'm not the manager, I'm one of the supervisors (thank you promotion! Trainer = lower management).
That took the wind out of his sails
He started again with his spiel about how we must do his work for him. Now bear in mind, I've been dealing with over 10 minutes of this. I'm not about repeat myself, we have calls in the queue, and quite frankly the way he was speaking to me was despicable. I was polite and professional throughout the call, but now he's wasting my time.
I very nicely informed him that I have answered all his queries, I do not appreciate his tone, and this call is now terminated. Have a nice night!
Felt good to do that.
He called from a cellular service provider, that we will call NSP. I was giving support for a windows mobile handset - basically just sending the internet settings to said device. 3 minutes, done and dusted.
Right?
NOPE
Just a bit of background: NSP (as with other providers) has a system where you key in certain numbers and they automatically send the settings to you. This doesn't work for windows mobile phones. On ANY networks.
This person, who we will call Pat, then tells me that *manufacturer* of the handset must do research into why NSP's settings system doesn't work with windows mobile phones.
Lets recap, shall we? Manufacturer must find out why NSP's system doesn't work with ALL windows mobile phones, not just those released with Manufacturer.
I politely advised him that it is the case with all networks and windows mobile phones. Pat accused me of making excuses and congratulated me for reading off a script so well.
I advised Pat that they're reasons, not excuses, and there is no script, I just know my job. He then asks if we refer customers to microsoft if there is a problem.
Replied that no, we do not, but in this case it has to do with the programming of the operating system, and unfortunately we do not have access to that sort of information.
Pat starts spouting off about how we should take ownership blah blah blah. I turned the tables by advising him that by the same reasoning, NSP should take ownership for THEIR system.
He then gets all uppity and snarky, and asks the following:
What is my name, and am I the manager?
I supplied him with my middle name (which is the name I go by) and said that no, I'm not the manager, I'm one of the supervisors (thank you promotion! Trainer = lower management).
That took the wind out of his sails
He started again with his spiel about how we must do his work for him. Now bear in mind, I've been dealing with over 10 minutes of this. I'm not about repeat myself, we have calls in the queue, and quite frankly the way he was speaking to me was despicable. I was polite and professional throughout the call, but now he's wasting my time.I very nicely informed him that I have answered all his queries, I do not appreciate his tone, and this call is now terminated. Have a nice night!
Felt good to do that.
