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i work for convergys but cant say what company but i can tell you this situation i had mayb you had it also.
phone chimes in cust
ME: my name is blah blah blah
sc: i want to speak to a manager
this is just one of the many stories of the rude caveman customers i have this cust was a female btw.
me: can i have soem information so the manager can look at your account
sc: absolutelyyyy not. (he really extended that word as if he was about to comply)
me: (wishing i could stab these people in there thick skulls) i apologized and said we cannot transfer a csut with out appropriate knowledge of accout info.
sc: F this F that F my company and pass me to your manager NOW needle D***
me: i thought to my self i can just hang up right now and get written up for it or show empathy. so ofcourse i scarcastically showed empathy
sc: fine ill just tell you everything
me: BADA BING, BADA BOOM! the idiot had his modem on stand by and i wasted 50 min on the phone waiting for him to budge. of course he said more words in those 50 minutes but yea some people just need to stick to freaking smoke signals.
phone chimes in cust
ME: my name is blah blah blah
sc: i want to speak to a manager
this is just one of the many stories of the rude caveman customers i have this cust was a female btw.
me: can i have soem information so the manager can look at your account
sc: absolutelyyyy not. (he really extended that word as if he was about to comply)
me: (wishing i could stab these people in there thick skulls) i apologized and said we cannot transfer a csut with out appropriate knowledge of accout info.
sc: F this F that F my company and pass me to your manager NOW needle D***
me: i thought to my self i can just hang up right now and get written up for it or show empathy. so ofcourse i scarcastically showed empathy
sc: fine ill just tell you everything
me: BADA BING, BADA BOOM! the idiot had his modem on stand by and i wasted 50 min on the phone waiting for him to budge. of course he said more words in those 50 minutes but yea some people just need to stick to freaking smoke signals.
I would've given one more warning but after that, next one would've been *click*. 
Fortunately, I rarely had to do that. In more than two years there I terminated maybe two calls. I did hand one who had accused me of racism off to a sup though.
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