Tweet
Ok, so I work in a call centre - inbound sales and customer service for an internet provider, and my days are spent sorting out peoples billing issues.
It takes 3 business days for a broadband internet to be changed to a new address. (adsl, internet codes run along the phone line)
23 December, and I get this fun phone call...
SC = sucky customer
Me = me
Me: "Thank you for calling.... You're speaking with scorpionf, how can I help with your internet enquiry?"
SC: "I asked for my internet to be moved last week and I still can't access my internet"
Me: "Ok, I will have a look into that for you" *checks out the order, and previous consultant had stuffed up, and moved the internet codes back onto the same phone line instead of onto the new one*, "I apologise for the inconvenience, however, the previous consultant did not complete the move order correctly, what I can do for you is place the move order again, rebate you for the downtime of no internet, waive the relocation fee, and manually place the internet codes on your phone line, and there is a 50/50 chance you will be able to connect to the internet by 5pm tomorrow"
SC: "Well, that's not good enough, I want that person fired because I got my kids computer games for christmas, how are they supposed to play them with no internet?"
Me: I do apologise for the inconvenience, however, I cannot 100% guarantee that the internet will work, as we are not supposed to place the internet codes on the phone line manually, however, as this is not your fault, I have done this, so you will hopefully have the internet over christmas. We do have our own internal feedback system, and I will put through feedback on the consultant who did not place the move order correctly"
SC: "That's not going to do me any good is it? I am giving my kids computer games, which they will not be able to play because of your incompetence, you enjoy your christmas presents won't you, because my kids will not be able to enjoy theirs" *disconnected call*
Yeah, I only went out of my way to help you, rebated you when I did not have to, waived the relocation fee when I did not have to, and also placed an order manually so there was at least a chance you would have internet over the long weekend, which I did not have to do either....
It takes 3 business days for a broadband internet to be changed to a new address. (adsl, internet codes run along the phone line)
23 December, and I get this fun phone call...
SC = sucky customer
Me = me
Me: "Thank you for calling.... You're speaking with scorpionf, how can I help with your internet enquiry?"
SC: "I asked for my internet to be moved last week and I still can't access my internet"
Me: "Ok, I will have a look into that for you" *checks out the order, and previous consultant had stuffed up, and moved the internet codes back onto the same phone line instead of onto the new one*, "I apologise for the inconvenience, however, the previous consultant did not complete the move order correctly, what I can do for you is place the move order again, rebate you for the downtime of no internet, waive the relocation fee, and manually place the internet codes on your phone line, and there is a 50/50 chance you will be able to connect to the internet by 5pm tomorrow"
SC: "Well, that's not good enough, I want that person fired because I got my kids computer games for christmas, how are they supposed to play them with no internet?"
Me: I do apologise for the inconvenience, however, I cannot 100% guarantee that the internet will work, as we are not supposed to place the internet codes on the phone line manually, however, as this is not your fault, I have done this, so you will hopefully have the internet over christmas. We do have our own internal feedback system, and I will put through feedback on the consultant who did not place the move order correctly"
SC: "That's not going to do me any good is it? I am giving my kids computer games, which they will not be able to play because of your incompetence, you enjoy your christmas presents won't you, because my kids will not be able to enjoy theirs" *disconnected call*
Yeah, I only went out of my way to help you, rebated you when I did not have to, waived the relocation fee when I did not have to, and also placed an order manually so there was at least a chance you would have internet over the long weekend, which I did not have to do either....
Comment