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Okay, lady calls in for service and the person taking the call made A LOT of errors - I mean, A LOT -
Lady needed two services, only one was documented in the proper area while the other was in the wrong area (an easy to miss area if you are just skim reading) - she also said she was in one city and the call taker used a different city 50 miles away.
Okay, not good - our bad...I can admit this.
I apologize and I make the changes. Unfortunately, the city she IS in, is a HUGE college town that hosts one of the BIG 10 teams and today is game day against another BIG 10 team. This is going to effect the ETA tremendously. A big difference from the original call.
I tell her that I have to change all the information and see how soon a driver can get there. The conversation:
SC: Well, do you know when they will get here because we're standing out here in the rain and it's freezing out.
ME: I do not have that answer yet, but I will call you as soon as I have that information.
Well, that information was not going to be nice. She had at least a 90 minute wait - there's nothing we can do about this because of the area she is in. So, before I call her back, I check with a supervisor to clear this call as a courtesy due to our error and the now extended ETA - basically, this call will not count against her membership - it's our error, it shouldn't.
Anyway, I call her back. This is the following conversation.
ME: We have ********* coming out to assist you today with your service. Unfortunately, due to the fact that you are located ********* (basically mere blocks from the stadium) and with the traffic from the game, they will not be able reach you for at least 90 minutes. I do apologize for this delay. However, due to our error, this call will not be deducted from your membership.
SC: Wait. 90 minutes? Can't you get anyone sooner?
ME: I am sorry, but due to the game traffic and most areas not being accesible to service trucks this is causing delays in service times.
SC: There's no one closer.
ME: I assure you, the company we have called is the one that can get there the quickest.
SC: Okay, well because I am looking outside my window right now and I don't see any traffic. (WTF? Earlier you said you were outside in the freezing rain!)
ME: There may not be traffic where you are looking, but I assure you, there are backups due to game traffic in other areas of town that is preventing service trucks from being able to use easy routes to the calls.
Two mistakes she made with me - first, I caught her in a lie - you're outside but you are looking out your window?
Second - and a lot of SCs that call us make this same mistake - they think that the corner of the world they are currently needing service in is the only corner of the world out there. Just because YOU don't see traffic, does not mean that across the town there is no traffic as well. When there is an abundance of traffic in one side of town it can DAMN WELL effect the movement of the trucks!
I used to take calls for Chicago area and the one of the MAIN highways had been under construction nearly all summer. This, understandably so, caused a lot of backups all over town...think about it for a minute people! One of the main highways that runs smack dab in the center of town is under construction - this will cause backups for multiple reasons! When folks would call in and the little pop-up telling us to inform the member of possible delays due to this construction would appear - then we'd tell them - how many people do you supposed argued with me because, "I'M NO WHERE NEAR THE DAN RYAN" when in fact, I can see on my map - THEY WERE!!!!!!
Anyway...that's my one tiny gripe for the day. Not a big one and she wasn't that much of an SC because my explanations and our subsequent appeasement (courtesy call) kind of smoothed things over.
It's just that sometimes, when I catch them lying or they ask a question that I hear a hundred times or say something I hear a hundred times that is WAY OFF BASE, it's getting hard for me to hide the inevitable "*sigh* *tsk*" Before I answer.
Lady needed two services, only one was documented in the proper area while the other was in the wrong area (an easy to miss area if you are just skim reading) - she also said she was in one city and the call taker used a different city 50 miles away.
Okay, not good - our bad...I can admit this.I apologize and I make the changes. Unfortunately, the city she IS in, is a HUGE college town that hosts one of the BIG 10 teams and today is game day against another BIG 10 team.
This is going to effect the ETA tremendously. A big difference from the original call.I tell her that I have to change all the information and see how soon a driver can get there. The conversation:
SC: Well, do you know when they will get here because we're standing out here in the rain and it's freezing out.
ME: I do not have that answer yet, but I will call you as soon as I have that information.
Well, that information was not going to be nice. She had at least a 90 minute wait - there's nothing we can do about this because of the area she is in. So, before I call her back, I check with a supervisor to clear this call as a courtesy due to our error and the now extended ETA - basically, this call will not count against her membership - it's our error, it shouldn't.
Anyway, I call her back. This is the following conversation.
ME: We have ********* coming out to assist you today with your service. Unfortunately, due to the fact that you are located ********* (basically mere blocks from the stadium) and with the traffic from the game, they will not be able reach you for at least 90 minutes. I do apologize for this delay. However, due to our error, this call will not be deducted from your membership.
SC: Wait. 90 minutes? Can't you get anyone sooner?
ME: I am sorry, but due to the game traffic and most areas not being accesible to service trucks this is causing delays in service times.
SC: There's no one closer.
ME: I assure you, the company we have called is the one that can get there the quickest.
SC: Okay, well because I am looking outside my window right now and I don't see any traffic. (WTF? Earlier you said you were outside in the freezing rain!)
ME: There may not be traffic where you are looking, but I assure you, there are backups due to game traffic in other areas of town that is preventing service trucks from being able to use easy routes to the calls.
Two mistakes she made with me - first, I caught her in a lie - you're outside but you are looking out your window?
Second - and a lot of SCs that call us make this same mistake - they think that the corner of the world they are currently needing service in is the only corner of the world out there. Just because YOU don't see traffic, does not mean that across the town there is no traffic as well. When there is an abundance of traffic in one side of town it can DAMN WELL effect the movement of the trucks!
I used to take calls for Chicago area and the one of the MAIN highways had been under construction nearly all summer. This, understandably so, caused a lot of backups all over town...think about it for a minute people! One of the main highways that runs smack dab in the center of town is under construction - this will cause backups for multiple reasons! When folks would call in and the little pop-up telling us to inform the member of possible delays due to this construction would appear - then we'd tell them - how many people do you supposed argued with me because, "I'M NO WHERE NEAR THE DAN RYAN" when in fact, I can see on my map - THEY WERE!!!!!!
Anyway...that's my one tiny gripe for the day. Not a big one and she wasn't that much of an SC because my explanations and our subsequent appeasement (courtesy call) kind of smoothed things over.
It's just that sometimes, when I catch them lying or they ask a question that I hear a hundred times or say something I hear a hundred times that is WAY OFF BASE, it's getting hard for me to hide the inevitable "*sigh* *tsk*" Before I answer.
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