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So...this customer calls up to the cable company claiming that her appointment to have her services transferred was set for today. She was berating my rep, calling us all idiots, and ranting about how none of us knew what we were doing and was threatening to go to our competitor. She escalated to my lead, he had me pull her call where she claims we told her this. We did. After listening to the call we found that at the end of the call the agent re-capped everything for her.
Agent = Alright Mrs. Lyer, your cable and internet installation is set for Tuesday the 19th between 1 & 5.
Mrs. Lyer = Ok that's fine.
Agent = And your phone installation is set for Friday the 22nd.
Mrs. Lyer = That sounds fine, but on Tuesday for my cable and internet install could you see if they could do it as late as possible? I have doctors appointments that day.
Agent = Sure thing Mrs. Lyer.
Now, my lead, being the kind of person who hates asses who make your day hell due to their arrogance and elitist attitudes, decided to let her listen to this. She, being the person she is, STILL DENIED IT HAPPENED!!!
She was then escalated to me, I informed her that we are doing exactly what we told her we would do, she then stated that she misunderstood and thought the phone install was set for Tuesday. I said "but Mrs. Lyer, you said yourself that on the day you were to be installed for CABLE and internet that you had Doctor's appointments, when you said cable did you mean something else entirely?"
She then went on a tirade of how she was going to let us intall her and then switch companies just so we'd waste our time, I replied that this was fine because we charge for installation.
After this call I was motivated to listen to her other calls, I found that the real reason behind all this was that she had found out that Monday was a holiday and her kids would be out of school, at home, without cable, which would force her to do some parenting instead of letting the TV babysit. She had fabricated this entire story, called up and harrassed us, berated us, and placed all the blame on us, simply because of her oversight...too bad.
Agent = Alright Mrs. Lyer, your cable and internet installation is set for Tuesday the 19th between 1 & 5.
Mrs. Lyer = Ok that's fine.
Agent = And your phone installation is set for Friday the 22nd.
Mrs. Lyer = That sounds fine, but on Tuesday for my cable and internet install could you see if they could do it as late as possible? I have doctors appointments that day.
Agent = Sure thing Mrs. Lyer.
Now, my lead, being the kind of person who hates asses who make your day hell due to their arrogance and elitist attitudes, decided to let her listen to this. She, being the person she is, STILL DENIED IT HAPPENED!!!
She was then escalated to me, I informed her that we are doing exactly what we told her we would do, she then stated that she misunderstood and thought the phone install was set for Tuesday. I said "but Mrs. Lyer, you said yourself that on the day you were to be installed for CABLE and internet that you had Doctor's appointments, when you said cable did you mean something else entirely?"
She then went on a tirade of how she was going to let us intall her and then switch companies just so we'd waste our time, I replied that this was fine because we charge for installation.
After this call I was motivated to listen to her other calls, I found that the real reason behind all this was that she had found out that Monday was a holiday and her kids would be out of school, at home, without cable, which would force her to do some parenting instead of letting the TV babysit. She had fabricated this entire story, called up and harrassed us, berated us, and placed all the blame on us, simply because of her oversight...too bad.
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