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Roadside Assistance
Well im new to this site but ive got many stories probably could even give a new one or two everyday with the idiots we get .. so a little background i work for a emergency dispatching company but its not technicaly an "emergency" most of the time .. we dispatch out road services and tow trucks for stranded americans sometimes they are even at home ..
so today my prize winner, the guy that takes the cake ...
my phone beeps, i hit the mute button
"thank you for calling roadside assistance, my name is .. what can i help you out with today"
customer: "ya ive been hung up on and i demand to speak to ur supervisor"
me: "ok sir definatly not a problem, i just need a little information from you inorder to let the sup know whats going on"
now oddly enough an agent sitting behind me just had this guy (which is odd seeing as how we have 4 different sites throughout north america and over 500 ppl working at a time) so i knew this had to be him right away because of the story she just told me ...
one of our standard questions is to ask for the phone number incase we get disconnected so we can call back .. so the other agent has just finished telling me she had this guy and when she stated his phone number off the call display he freaked out asking how we had that information and now he has to immediatly change his phone numbers because we know to much information .. and he was cursing and swearing up a storm for no reason the agent then proceding with the call asked the colour of the vehicle (our systems prepopulate his profile so we have his name and year make and model of veh) he once again freaks out saying we dont need this informatin for him to get a simple tow and he hung up
so back to me having this customer
i havn't asked yet for any specific information but once i said ill need some inorder to proceed with his request he flips out on me
cust: "y the .. does it matter what colour my veh is, im broke down on the side of the road there are no vehicles around me and there definatly isn't the exact same year make and model by me"
me: "i can understand that sir but in order to proceed with the service the agent would have to get the colour in order to go to the next screen"
(and we really do need to get some information or else our program doesn't let us go to the next screen .. is the colour required? not for the specific insurance company he's with but usually yes, did i tell him that no)
so he then decides to proceed after yelling at me more profanity
cust:"i need my service expedited and i need ur sup right now"
me:"ok sir i will definatly get srv as soon as possible so if i can get the required information from u i will get srv on its way as soon as possible and then i will get the sup on the phone for u to talk to, can i get your name"
cust: gives name
me: "and the colour of the veh" just out of funness i asked
cust: "its .. purple with pink pokadots"
me: "thank you sir" as if it was but oh well, "can i have the location where you to get someone out asap"
cust: "no, i want ur supervisor"
so at this point i gave up tryin to get him his srv he wanted and called a sup, i gave the sup the info updated them brought them on the line and he immediatly disconnected...............
i called him back haha
me: "hello sir im calling from ... roadside assistance i had a sup on the line for u but u disconneted did u want me to bring them back on for u to talk to?"
cust: "yes cause i have all the time in the world to waste"
i get the sup on the line again took maybe a mere 15 seconds she introduces herself .. he's on the line but will not answer either of us asking hello anyone there over and over so we inform him unfortuatly we cannot hear u if u need anything please callback and hung up ....
everyday i deal with at least 5 customers from the 70 calls i get that are completely disrespectful and stupid .. is it neccessary .. seriously ..
so today my prize winner, the guy that takes the cake ...
my phone beeps, i hit the mute button
"thank you for calling roadside assistance, my name is .. what can i help you out with today"
customer: "ya ive been hung up on and i demand to speak to ur supervisor"
me: "ok sir definatly not a problem, i just need a little information from you inorder to let the sup know whats going on"
now oddly enough an agent sitting behind me just had this guy (which is odd seeing as how we have 4 different sites throughout north america and over 500 ppl working at a time) so i knew this had to be him right away because of the story she just told me ...
one of our standard questions is to ask for the phone number incase we get disconnected so we can call back .. so the other agent has just finished telling me she had this guy and when she stated his phone number off the call display he freaked out asking how we had that information and now he has to immediatly change his phone numbers because we know to much information .. and he was cursing and swearing up a storm for no reason the agent then proceding with the call asked the colour of the vehicle (our systems prepopulate his profile so we have his name and year make and model of veh) he once again freaks out saying we dont need this informatin for him to get a simple tow and he hung up
so back to me having this customer
i havn't asked yet for any specific information but once i said ill need some inorder to proceed with his request he flips out on me
cust: "y the .. does it matter what colour my veh is, im broke down on the side of the road there are no vehicles around me and there definatly isn't the exact same year make and model by me"
me: "i can understand that sir but in order to proceed with the service the agent would have to get the colour in order to go to the next screen"
(and we really do need to get some information or else our program doesn't let us go to the next screen .. is the colour required? not for the specific insurance company he's with but usually yes, did i tell him that no)
so he then decides to proceed after yelling at me more profanity
cust:"i need my service expedited and i need ur sup right now"
me:"ok sir i will definatly get srv as soon as possible so if i can get the required information from u i will get srv on its way as soon as possible and then i will get the sup on the phone for u to talk to, can i get your name"
cust: gives name
me: "and the colour of the veh" just out of funness i asked
cust: "its .. purple with pink pokadots"
me: "thank you sir" as if it was but oh well, "can i have the location where you to get someone out asap"
cust: "no, i want ur supervisor"
so at this point i gave up tryin to get him his srv he wanted and called a sup, i gave the sup the info updated them brought them on the line and he immediatly disconnected...............
i called him back haha
me: "hello sir im calling from ... roadside assistance i had a sup on the line for u but u disconneted did u want me to bring them back on for u to talk to?"
cust: "yes cause i have all the time in the world to waste"
i get the sup on the line again took maybe a mere 15 seconds she introduces herself .. he's on the line but will not answer either of us asking hello anyone there over and over so we inform him unfortuatly we cannot hear u if u need anything please callback and hung up ....
everyday i deal with at least 5 customers from the 70 calls i get that are completely disrespectful and stupid .. is it neccessary .. seriously ..
! I guess the guy thinks that roadside assistance = tow truck genies. What an idiot. 
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