So, on a semi-busy morning in my call centre..
I come back from my break only to discover that all our systems have gone down. What this means is, We cannot access account specific information. ANY account specific information. For ANYONE. Including ourselves....
First call I get:
Me: Good morning, this is (foxytales) and I do apologize, but at this time our systems are down and we are unable to access any account specific information at this time. If you need only general company information, I can certainly still assist you!
SC: What do you mean your systems are down?!
Me: Unfortunately,the computer system crashed and because of this, we can't access any member or provider information. We expect it be back up within an hour, however.
SC: I have THREE patients in our office. I need their eligibility.
Me: Again, I do apologize, but eligibility is account specific and I am unable to access that at this time.
SC: I still need their eligibility and I need to have it RIGHT NOW!
Me: Have you tried our website at (www.blahblahblah.com)?
SC: No, I called YOU. So give me their eligibility.
Me: I'm terribly sorry, but as I told you, our systems are down at this time and we am not able to access that information. You may check their eiligibility on our website, though.
SC: you're useless and lying to me! Get me a supervisor!
Me: Ma'am, I do not make a habit of lying to our customers, but I will certainly see if a supervisor is available; However, I must inform you that they will only explain what I have just explained to you. We are not able to access the information because our systems are down. That means a supervisor also will not be able to access the information.
SC: I don't care. I don't like being lied to! Systems don't just "GO DOWN" for no apparent reason. Get me a supervisor!
Me: One moment please while I connect you to my supervisor. Have a wonderful day.
~ugh~ some days it isn't worth chewing through the leather straps.
What I WANTED to say:
"You have a system that NEVER goes down?! Please tell me what you use and I will forward that to our IT department!"
I come back from my break only to discover that all our systems have gone down. What this means is, We cannot access account specific information. ANY account specific information. For ANYONE. Including ourselves....
First call I get:
Me: Good morning, this is (foxytales) and I do apologize, but at this time our systems are down and we are unable to access any account specific information at this time. If you need only general company information, I can certainly still assist you!
SC: What do you mean your systems are down?!
Me: Unfortunately,the computer system crashed and because of this, we can't access any member or provider information. We expect it be back up within an hour, however.
SC: I have THREE patients in our office. I need their eligibility.
Me: Again, I do apologize, but eligibility is account specific and I am unable to access that at this time.
SC: I still need their eligibility and I need to have it RIGHT NOW!
Me: Have you tried our website at (www.blahblahblah.com)?
SC: No, I called YOU. So give me their eligibility.
Me: I'm terribly sorry, but as I told you, our systems are down at this time and we am not able to access that information. You may check their eiligibility on our website, though.
SC: you're useless and lying to me! Get me a supervisor!
Me: Ma'am, I do not make a habit of lying to our customers, but I will certainly see if a supervisor is available; However, I must inform you that they will only explain what I have just explained to you. We are not able to access the information because our systems are down. That means a supervisor also will not be able to access the information.
SC: I don't care. I don't like being lied to! Systems don't just "GO DOWN" for no apparent reason. Get me a supervisor!
Me: One moment please while I connect you to my supervisor. Have a wonderful day.
~ugh~ some days it isn't worth chewing through the leather straps.
What I WANTED to say:
"You have a system that NEVER goes down?! Please tell me what you use and I will forward that to our IT department!"
Comment