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Not what she said but what she meant. This is a lovely story about a very kind and poetic soul (me) forced to attempt to reason with some crazy EW.
Background- I was a supervisor at a call center. All being a supervisor means is that I dont get paid overtime since Im salaried and its a good bet that the customers Im about to talk to are already very angry. Agents would often come to me for escalated calls not only because I would actually get off my butt and take them but that 9/10 times I would back the agent. This made me well liked by the agents themselves since I supported them by upholding policy.
dramatis peronae:
FS- Floor support an agent who gets to walk around and help less expereinced agents.
M- Me!
EW-
Evil Woman
EWH- Husband
Im at my desk trying in vain to finihs up my call monits for the week. Its into the afternoon now and I still havent finished the one I had started at 7:10AM... it was one of those days. FL comes over with a 'ive got one of those' looks on her face. She very politley allows me to finish grading that call and when I look at her she lets me have it.
Turns out a lady is irate because her service had been shut off for non-payment and it is somehow not her fault that she didnt pay her bill. It is of course never their fault.
So I take my headset and follow her over to the cube where the call is and plug in. I cant remember verbatim what was said but I can remember the general gist of it. Essentially EW is WAY to busy/important to check her mail, read messages, answer the phone or otherwise taek any responsibility whatsoever. She goes on for about 15 minutes making excuses as to why she cant look at her mail and answer her phones. For some reason she thinks that because her husband is a doctor this explains everything and mentions that many many times and at least in relation to the fact they she can pay her bill because her husband is a doctor and they have plenty of money. Thing is... service doesnt get shut off right away unless its a new account. It wasnt. She was three months late. So I went through the auto-pay options. Of course she didnt want to sign up for that. She didnt want to sign up for even the text reminder, didnt want to sign up for email reminder. So I asked her exactly how else could we remind her that her bill is due. She literally wanted some one to come to her house to tell her. Im not making this up. Finally her husband got on the phone who is actually the account owner. He turned out to be a really cool guy and I honest to gord felt sorry for him that he was married to this insane hose beast. He was more than happy to sign up for our text remind feature and paid over the phone right then to get service restored. He said that she is supposed to take care of paying the bills since he works so much and that he did get the messages but when he asked her abou them she said it had all been taken care of. Since it was the first time they has a non-pay suspend I waived the fee for HIM as there was NO WAY IN HELL I would have for her. But I did advice him of the reconnect fee and advised that we could only waive it once. I dont think it will be an issue now that he is paying the bill again.
All I can say is that woman reminded me of a WInston Churchill quote. A woman told him that if she were his wife she would poison his tea to which he replied " and If I were your huband I would drink it."
Background- I was a supervisor at a call center. All being a supervisor means is that I dont get paid overtime since Im salaried and its a good bet that the customers Im about to talk to are already very angry. Agents would often come to me for escalated calls not only because I would actually get off my butt and take them but that 9/10 times I would back the agent. This made me well liked by the agents themselves since I supported them by upholding policy.
dramatis peronae:
FS- Floor support an agent who gets to walk around and help less expereinced agents.
M- Me!
EW-
Evil WomanEWH- Husband
Im at my desk trying in vain to finihs up my call monits for the week. Its into the afternoon now and I still havent finished the one I had started at 7:10AM... it was one of those days. FL comes over with a 'ive got one of those' looks on her face. She very politley allows me to finish grading that call and when I look at her she lets me have it.
Turns out a lady is irate because her service had been shut off for non-payment and it is somehow not her fault that she didnt pay her bill. It is of course never their fault.
So I take my headset and follow her over to the cube where the call is and plug in. I cant remember verbatim what was said but I can remember the general gist of it. Essentially EW is WAY to busy/important to check her mail, read messages, answer the phone or otherwise taek any responsibility whatsoever. She goes on for about 15 minutes making excuses as to why she cant look at her mail and answer her phones. For some reason she thinks that because her husband is a doctor this explains everything and mentions that many many times and at least in relation to the fact they she can pay her bill because her husband is a doctor and they have plenty of money. Thing is... service doesnt get shut off right away unless its a new account. It wasnt. She was three months late. So I went through the auto-pay options. Of course she didnt want to sign up for that. She didnt want to sign up for even the text reminder, didnt want to sign up for email reminder. So I asked her exactly how else could we remind her that her bill is due. She literally wanted some one to come to her house to tell her. Im not making this up. Finally her husband got on the phone who is actually the account owner. He turned out to be a really cool guy and I honest to gord felt sorry for him that he was married to this insane hose beast. He was more than happy to sign up for our text remind feature and paid over the phone right then to get service restored. He said that she is supposed to take care of paying the bills since he works so much and that he did get the messages but when he asked her abou them she said it had all been taken care of. Since it was the first time they has a non-pay suspend I waived the fee for HIM as there was NO WAY IN HELL I would have for her. But I did advice him of the reconnect fee and advised that we could only waive it once. I dont think it will be an issue now that he is paying the bill again.
All I can say is that woman reminded me of a WInston Churchill quote. A woman told him that if she were his wife she would poison his tea to which he replied " and If I were your huband I would drink it."
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