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.
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.
Comment