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I work in the call center for the local electric company. Many tales to tell, but since this one just reared it's ugly head again, I figured I would share.
Back in february I took a call from a customer who had been cut for not paying his bill. Only it really wasn't the customer himself, it was his dad (who, if you look at the account, does all the calling for his son). We went round and round about his having to pay the past due before reconnection and eventually this is what I get:
"You are heartless and uncaring. Those are the kinds of conditions that make the Timothy McVeighs of the world, and wouldn't it just be appropriate if the company went up in one big blast like his victims, then you would get what you deserve!" And he hung up.
My supervisor was listening (yay for Quality Assurance, right?), and was on the phone to the Sheriff's office before my call with this guy was done. I had to fill out a report (as the one who took the call) and they arrested the guy for making a bomb threat.
Cut to today. Big Daddy must be out of jail because he is calling and of course, I'm the one who gets the call. They apparently got evicted 4 months ago he claims (though we show them paying to get reconnected after a non-pay cut last month) and why are we still billing him when he stopped service 4 months ago after the eviction. More arguements ensue about his not calling in to stop service, and the brainchild launches into roughly the same tirade, saying that he was going to "go McVeigh on our a$$e$."
I'd had it. Politeness and customer service (and worrying about QA) went out the window and I said "Gee, sir, you would think you would have learned about saying things like that when you got arrested back in February."
He hung up.
My Supervisor is now convinced that if there is a wierd caller out there, they somehow always end up on my phone.
Back in february I took a call from a customer who had been cut for not paying his bill. Only it really wasn't the customer himself, it was his dad (who, if you look at the account, does all the calling for his son). We went round and round about his having to pay the past due before reconnection and eventually this is what I get:
"You are heartless and uncaring. Those are the kinds of conditions that make the Timothy McVeighs of the world, and wouldn't it just be appropriate if the company went up in one big blast like his victims, then you would get what you deserve!" And he hung up.
My supervisor was listening (yay for Quality Assurance, right?), and was on the phone to the Sheriff's office before my call with this guy was done. I had to fill out a report (as the one who took the call) and they arrested the guy for making a bomb threat.
Cut to today. Big Daddy must be out of jail because he is calling and of course, I'm the one who gets the call. They apparently got evicted 4 months ago he claims (though we show them paying to get reconnected after a non-pay cut last month) and why are we still billing him when he stopped service 4 months ago after the eviction. More arguements ensue about his not calling in to stop service, and the brainchild launches into roughly the same tirade, saying that he was going to "go McVeigh on our a$$e$."
I'd had it. Politeness and customer service (and worrying about QA) went out the window and I said "Gee, sir, you would think you would have learned about saying things like that when you got arrested back in February."
He hung up.
My Supervisor is now convinced that if there is a wierd caller out there, they somehow always end up on my phone.
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