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wherin I am less than professional

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  • wherin I am less than professional

    OK, as many of you know, shitty customer service employees are a common theme amongst what we in the relay industry call SCs. I had one bad CSR today that I finally lost my professionalism with (though I think you may approve).

    Me:
    SCSR: sucky customer service rep

    Me: This is (relay) assisting a deaf or hard of hearing person placing a phone call. Have you received a relay call before?
    SCSR: *click*

    deaf user asks me to redial, I do

    Me: This is (relay) assisting a deaf or hard of hearing person placing a phone call. Are you familiar with how relay calls work?
    SCSR: *click*

    deaf user asks me to redial, once again I do.

    Me: This is (relay) assisting a deaf or hard of hearing person placing a phone call, they will be typing their part of the conversation to me which I will then relay between the two of you. Please speak slowly so I can type your part of the conversation to the caller and speak as if speaking to them directly. There is also a slight delay as they type there responses. This is communication assistant (number). The caller has started (blah blah blah)
    SCSR: Aren't you supposed to ask me if I have any questions about relay before you start relaying?
    Me: yes, and now I know that you are familiar with relay I can safely ask if you are supposed to hang up on customers?
    SCSR: just relay the call, you assholes keep ruining my day.

    Uh-huh, yeah, forgive me for asking you to do your job and assist your customers... all of your customers, including the deaf ones.
    If you wish to find meaning, listen to the music not the song

  • #2
    Considering what I thought about saying to them, I think you handled it quiet well.

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    • #3
      Quoth smileyeagle1021 View Post
      SCSR: just relay the call, you assholes keep ruining my day.

      Uh-huh, yeah, forgive me for asking you to do your job and assist your customers... all of your customers, including the deaf ones.
      What a jackass! I've taken relay calls a fair bit with my non-profit, and while they're a bit time-consuming, they're certainly not problematic, or even difficult.

      You were a lot nicer than I would have been!

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      • #4
        Is their any way you can convince your deaf users to report these people? Or can you? That type of behaviour is just unacceptable and it makes me sad.
        I did my first relay call at my customer service desk a month ago, and sure it took 5x longer to do the call, but whatever.

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        • #5
          Quoth smileyeagle1021 View Post
          Aren't you supposed to ask me if I have any questions about relay before you start relaying?
          Quoth smileyeagle1021 View Post
          Have you received a relay call before?
          ... er...? You did, three times...
          "I call murder on that!"

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          • #6
            Quoth Juwl View Post
            ... er...? You did, three times...
            I believe in this case, it's affectionately known as "selective hearing."
            The best professors are mad scientists! -Zoom

            Now queen of USSR-Land...

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            • #7
              Oh, man...we can only hope that the SCSR in question was being monitored and got their backside smoked. In between disconnecting the call, the profanity, and the general attitude...SCSR deserves to be canned!

              Any way of telling the company in question about this?

              I've done relay calls. Yes, they take longer. But that customer has as much right to service as anyone else.
              Friends help you move. Rare friends help you move bodies.

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              • #8
                Quoth venroses View Post
                Is their any way you can convince your deaf users to report these people? Or can you? That type of behaviour is just unacceptable and it makes me sad.
                I did my first relay call at my customer service desk a month ago, and sure it took 5x longer to do the call, but whatever.
                If the rules are the same as they used to be, Smiley (in the facet of being a relay operator) doesnt "exist." A telephone line couldn't report that you were hung up on, so neither can (s)he.
                Thou shalt not take the name of thy goddess Whiskey in vain.

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                • #9
                  Quoth Juwl View Post
                  ... er...? You did, three times...
                  that is the script we use... we either ask "have you received a relay call before" or "are you familiar on how relay calls work", those are the only two variations we can use unless the deaf user specifically requests a different greeting.

                  Quoth Whiskey View Post
                  If the rules are the same as they used to be, Smiley (in the facet of being a relay operator) doesnt "exist." A telephone line couldn't report that you were hung up on, so neither can he.
                  Yeah, as my training manager has said, your cell phone doesn't give you advice about the call so neither are you to give advice to the deaf user. His analogy is pretty good... if your cell phone can't do it, neither can you.
                  My cell phone can tell me what the other person is saying (with the speaker) it can tell me the gender of the person and their tone of voice (by fact that it does accurate recreation of their voice), it can let me know that I have been put on hold and that I am still on hold (once again, a function of listening to the speaker), it can make selections on an automated menu (by using either the keypad or speaking into the microphone), it can send my voice to another person, and it can dial any 10 digit number within the United States.
                  And, that is exactly what I can do at my job.
                  If you wish to find meaning, listen to the music not the song

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                  • #10
                    If you were dealing with our company, we could tell you who you spoke with, who hung up on who, how long someone spoke for.

                    Doing what someone did to you gets someone either a warning or a firing, depending on how frequently it happened

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