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Not sure if I shared this story or not. Since I haven't had any real SC action lately, I'll pull one out of my memory that happened about this time last year. This year, the weather has been surprisingly wonderful and we have not had any blizzard conditions or even ANY snow for that matter - YET. Last year, a bit different. It had snowed quite a few times by Xmas. This following story took place while I was still on the other side - a "customer advocate" rather than a dispatcher. I was the first line of defense, taking the calls from the members as they broke down rather than sending the truck out...
Me: Call taker supreme
SD: Sucky Daughter
SM: Sucky mom
Set up: Blizzard conditions the prior days left very messy, snowy, frozen streets and lots - LOTS - of stranded vehicles. When we get our assess handed to us, there is not much we can do. Our first priority in situations like these is to make sure that the member is in a safe, warm location or has immediate access to such a place. If not, the first thing we do is get someone - usually the local police - out there to get them to a safe, warm place. The vehicle we will get when we can. When it is this busy, that sometimes is not until the next day. This particular day, we were running at an 8 hour ETA for a tow truck. Even on simple jumpstarts, tire changes, or lockouts.
Me: Thank you for calling ******, this is friendofjimmyk, how may I assist you?
SM: Well, I need a jumpstart for my car. I'm at the Westroads Mall...
Me: *I cut her off because I need other info before her location, as I can't set up the call without it* Okay, are you in a safe, warm location?
SM: Well, I'm outside Westroads Mall, in the parking lot.
Me: Okay. May I have the membership number?
*She gives me the number and it comes up for another person - a man's name. Using someone else's membership is not permissable unless I can reach the member and they okay the use*
Me: Well, I see that is for a Richie Cunningham (name changed), is he available?
SM: Well, he's my husband.
Me: Is he with the vehicle?
SM: No, it's his membership, but he is not here.
Me: *I hated to do this as she seemed like a sweet lady, but a policy is a policy* Is there a number where I can reach him to okay use of his card?
SM: *sounding distraught* No, he's out of town...
*here is where the person who I was sort of hearing in the background must've grabbed the phone from this lady*
SD: What's the problem?
Me: I just need to authorize use of this member's card.
SD: Well, it's my father and he is not here.
*I go round and round about the policy with this woman. She's claiming it's (say it with me) "ridiculous" because the membership is really for her mother because her father knows what to do when cars breakdown, so why would he need it anyway? blah, blah, blah. So, I tell her that I will talk to my supervisor to see if I can allow use of the card without the members permission. Keep in mind, I know they are not stranded in the elements. They are outside the mall. Yes, had they been stranded, it would not have been a big issue - I would've still sent a patrol car out to get them and told them to have the member call in for the vehicle*
*We are busy. The supervisor line is slammed. There was no getting through and this SD was getting angrier by the minute. So, I make the executive decision myself to send out service for her just this one time as a courtesy*
SD: Good. Then when you are done, transfer me to membership so that I can change the name on the card.
Me: I'm sorry ma'am, but the member has to do that, you will be unable to change information on the card.
*more rant, rant, rant, blah, blah, blah. I just wanted this to be over already*
*I take the info for the call, with the SD bitchin' at me the entire time about sucky policies, my incompentency, and the fact that she will tell everyone how bad our company sucks and make sure that we go out of business. (my all time favorite statement from SCs - I swear, on my last day here if I hear that I will retort with "good luck!" This company has been in business over 100 years and have never been in the red on the books - have fun in your crusade!)*
Now comes time to recap the info and give her the ETA. I knew from being there all day that we were running 8 hours. My heart started to beat faster, palms started to sweat, ears got ready for the explosion I KNEW was going to come upon hearing the ETA. I quote it and then...
*BOOM*
SD: Are you kidding? How in the hell do you think it's okay to leave two ladies stranded out here in the cold? MUD and OPPD (the local utility companies) don't even shut their service off in the winter months!!! This is ridiculous!
Me: Ma'am, with all due respect, you are not stranded and I am not refusing you service. We are busy and those who are really stranded are getting the priorities right now. You are more than welcome to seek service on your own and submit a receipt for reimbursement consideration.
*we HAD to make sure that they heard "consideration" when we told them of the reimbursement procedure because there was no guarantee if or how much money they would receive back.*
SD: That's it! You guys are finished. I am calling KETV (local TV station) and I am blowing the whistle on you guys. You're done! Cancel this service call. We'll be cancelling the membership.
Me: *having total fun at this point* Well, I am sorry you feel that way, but only the member can cancel the membership. Thank you for calling ******.
SD: YOU'RE DONE!!!!! *click*
Me: *to dead air* OH JOY!
I have one of those foamy things that rests under my wrists by the keyboard - around this time last year, I discovered that it doubles nicely as a place to bang your head!
Me: Call taker supreme
SD: Sucky Daughter
SM: Sucky mom
Set up: Blizzard conditions the prior days left very messy, snowy, frozen streets and lots - LOTS - of stranded vehicles. When we get our assess handed to us, there is not much we can do. Our first priority in situations like these is to make sure that the member is in a safe, warm location or has immediate access to such a place. If not, the first thing we do is get someone - usually the local police - out there to get them to a safe, warm place. The vehicle we will get when we can. When it is this busy, that sometimes is not until the next day. This particular day, we were running at an 8 hour ETA for a tow truck. Even on simple jumpstarts, tire changes, or lockouts.
Me: Thank you for calling ******, this is friendofjimmyk, how may I assist you?
SM: Well, I need a jumpstart for my car. I'm at the Westroads Mall...
Me: *I cut her off because I need other info before her location, as I can't set up the call without it* Okay, are you in a safe, warm location?
SM: Well, I'm outside Westroads Mall, in the parking lot.
Me: Okay. May I have the membership number?
*She gives me the number and it comes up for another person - a man's name. Using someone else's membership is not permissable unless I can reach the member and they okay the use*
Me: Well, I see that is for a Richie Cunningham (name changed), is he available?
SM: Well, he's my husband.
Me: Is he with the vehicle?
SM: No, it's his membership, but he is not here.
Me: *I hated to do this as she seemed like a sweet lady, but a policy is a policy* Is there a number where I can reach him to okay use of his card?
SM: *sounding distraught* No, he's out of town...
*here is where the person who I was sort of hearing in the background must've grabbed the phone from this lady*
SD: What's the problem?
Me: I just need to authorize use of this member's card.
SD: Well, it's my father and he is not here.
*I go round and round about the policy with this woman. She's claiming it's (say it with me) "ridiculous" because the membership is really for her mother because her father knows what to do when cars breakdown, so why would he need it anyway? blah, blah, blah. So, I tell her that I will talk to my supervisor to see if I can allow use of the card without the members permission. Keep in mind, I know they are not stranded in the elements. They are outside the mall. Yes, had they been stranded, it would not have been a big issue - I would've still sent a patrol car out to get them and told them to have the member call in for the vehicle*
*We are busy. The supervisor line is slammed. There was no getting through and this SD was getting angrier by the minute. So, I make the executive decision myself to send out service for her just this one time as a courtesy*
SD: Good. Then when you are done, transfer me to membership so that I can change the name on the card.
Me: I'm sorry ma'am, but the member has to do that, you will be unable to change information on the card.
*more rant, rant, rant, blah, blah, blah. I just wanted this to be over already*
*I take the info for the call, with the SD bitchin' at me the entire time about sucky policies, my incompentency, and the fact that she will tell everyone how bad our company sucks and make sure that we go out of business. (my all time favorite statement from SCs - I swear, on my last day here if I hear that I will retort with "good luck!" This company has been in business over 100 years and have never been in the red on the books - have fun in your crusade!)*
Now comes time to recap the info and give her the ETA. I knew from being there all day that we were running 8 hours. My heart started to beat faster, palms started to sweat, ears got ready for the explosion I KNEW was going to come upon hearing the ETA. I quote it and then...
*BOOM*
SD: Are you kidding? How in the hell do you think it's okay to leave two ladies stranded out here in the cold? MUD and OPPD (the local utility companies) don't even shut their service off in the winter months!!! This is ridiculous!
Me: Ma'am, with all due respect, you are not stranded and I am not refusing you service. We are busy and those who are really stranded are getting the priorities right now. You are more than welcome to seek service on your own and submit a receipt for reimbursement consideration.
*we HAD to make sure that they heard "consideration" when we told them of the reimbursement procedure because there was no guarantee if or how much money they would receive back.*
SD: That's it! You guys are finished. I am calling KETV (local TV station) and I am blowing the whistle on you guys. You're done! Cancel this service call. We'll be cancelling the membership.
Me: *having total fun at this point* Well, I am sorry you feel that way, but only the member can cancel the membership. Thank you for calling ******.
SD: YOU'RE DONE!!!!! *click*
Me: *to dead air* OH JOY!
I have one of those foamy things that rests under my wrists by the keyboard - around this time last year, I discovered that it doubles nicely as a place to bang your head!
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