Small & Annoying

[ExiledV20]

In the course of today, this client's voice did not rise above a dull monotone:

$ME: This is $ME at $COMPANY. How may I help you?
$CU: This is $CUSTOMER. I am $SUPERVISOR at $HOSPITAL. We placed a call yesterday and have not received any contact as of today. I wish to know why and I asked to be placed to a supervisor.
$ME: I see. What is $CONFIRMNUMBER for yesterday's call.
$CU: It is blah.
$ME: *checks* I see here that you requested a different technician than the one that came out.
$CU: Yes. I won't have that last one here again. I didn't like his attitude.
$ME: I see. Normally you will receive a response from a technician within 24 hours. Since a different technician was requested, we have to pull a technician from another district to your location. That unfortunately lengthens the response time to 72 hours from when the call was placed.
$CU: That's unacceptable.
$ME: My spologies for that. If you would like to have a shorter response time, I can reassign it back to the original technician.
$CU: That is also unacceptable. Get me a manager.
$ME: Why are you asking for a manager?
$CU: That's irrelevant. Get me a manager.
$ME: I'm afraid I cannot do that for you, ma'am.
$CU: Why?
$ME: There is no escalation beyond this level. The options presented to you are the only options available.
$CU: So you have no manager?
$ME: No, ma'am. I do. However, they are not available for escalation.
$CU: Get me a manager.
$ME: No.
$CU: ...
$ME: ...
$CU: You are refusing to get me a manager?
$ME: Yes.
$CU: Why?
$ME: As I first advised you, ma'am, they are not available for escalation. Second, they would not be able to change anything that I have advised you.
$CU: It's against the law for you to refuse to transfer me to your manager.
$ME: ...
$ME: What?
$CU: It's against the law for you to refuse to transfer me to your manager. I can have you arrested and sued.
$ME: That's a lie.
$CU: What?
$ME: That's a lie. There is no such law on the books anywhere in the USA.
$CU: As if you would know.
$ME: Having paralegal training, yes, I would.
$CU: ... *click*
$ME: What was that all about?!?

[Setsunaela]

..wow. I love how s/he couldn't even respond after that, just hung up...

[CrazedClerkthe2nd]

Why do people assume managers will know better than frontline personnel? Oftentimes, we deal with the same customer situations repeatedly and know the solutions inside and out. Managers have other duties and spend less time with customers than we do, yet SCs think they are the ones that can magically change the system.

[hinakiba777]

$ME: Having paralegal training, yes, I would.

Oh wow, that's great. I love it so much.

It's always great when people can't understand that that the manager can't offer some magical solution the lowlies don't know about.

[Kiwi]

Why do people assume managers will know better than frontline personnel?

I would say its likely that they have had a manager break policy for them before as a one time exception, and of course demand it as par for the course next time

hence why so many front line staff HATE it when managers break store policy "just this once"

[Kyree]

I would say its likely that they have had a manager break policy for them before as a one time exception, and of course demand it as par for the course next time

hence why so many front line staff HATE it when managers break store policy "just this once"

Exactly >.< because how often is it ever "just this once"? NEVER

[PepperElf]

$ME: Having paralegal training, yes, I would.

Sweeeet pwnage!

Nothing better than having someone claim "it's the law! wah!" ... when you can tell them they're wrong/lying and have more legal training than they do

muahahahaha

[KiaKat]

I broke policy *once* as a store manager.

After dealing with the idiots wanting me to do it again, when I told them it was special circumstances that happened to be in their favour, I swore never to break policy again.

Going on a year, I still haven't.

See, some managers *can* be taught! I swear!

We're slow learners, though. So bear with us.

[Mr.Customer]

Sweeeet pwnage!

Nothing better than having someone claim "it's the law! wah!" ... when you can tell them they're wrong/lying and have more legal training than they do

muahahahaha

I love the "it's the law" complaint, even funnier when they say they will have me arrested and/or sued. I've heard it alot.

I retort that it isn't against the law, however threatening to have me arrested or sued means I need to consult with a lawyer, after which I can and will sue them for my legal fees. That might not be true but they are generally uninformed enough to beleive it, heh.

[MergedLoki]

Why do people assume managers will know better than frontline personnel? Oftentimes, we deal with the same customer situations repeatedly and know the solutions inside and out. Managers have other duties and spend less time with customers than we do, yet SCs think they are the ones that can magically change the system.

Because their idiots.

My managers are useless as hell at the day to day operation of my dept.

Sure they're good at buggin us to make THEM look good on paper so the hospital director/ceo etc. is happy but as for actual know how and knowing what goes on here they're pretty useless.

Just another reason I work evenings/nights by choice. I avoid seeing management except for maybe once every 3 or 4 months lol

[Chanlin]

$CU: Yes. I won't have that last one here again. I didn't like his attitude.

Why do I have this sneaking suspicion that the attitude problem was not his?

[BookstoreEscapee]

I would say its likely that they have had a manager break policy for them before as a one time exception, and of course demand it as par for the course next time

hence why so many front line staff HATE it when managers break store policy "just this once"

And because news stations like to do stories about how to get your way and tell you if the first person says "no" then keep going up the chain.