Well, here goes my first rant, aww now I'm all sentimental ^^.
Anyway, about a year ago, silly me thought it would be impressive to get out of the frontlines, and move to telephone customer service. For some reason I thought SC would be just a smudge more bearable if I didn't have to converse with them face to face. Unfortunatly, I was wrong.
As of currently, I work For DishNetwork customer service, as a general CSR. A couple of weeks ago I had a call in from a particulary irate woman, who was upset that not only was her tv not working, but by the fact that mean old me wanted her to wait a whopping three days for him to get there...
IW: I haven't had television all day, and I don't know what kind of business you think your running, but its a load of crap.
ME: wtf lady? When did I become CEO? "I'm so sorry to hear about you television m'am, what I need to do is get you straight over to our technical dept. so we can get everything fixed up for you"
IW: I don't want to talk to no damn machine, it's your damn companies fault, so you will get someone out here tomorrow and get me my tv!
ME: (If anything ticks me off, its when you tell me what I WILL Do. ) Once again m'am I apologize about the convience. We do suggest our technical dept first because it not only saves time, but saves you the 29$ service call charge. If you like I can get someone out to your home as early as tuesday, and we have either am or pm open for you.
IW: WHAT THE #)(#%! DO YOU MEAN YOUR GOING TO CHARGE ME? ITS NOT MY FAULT YOUR CRAPPY SERVICE QUIT!!! WHAT KIND OF SCAM IS THIS? WHY DO I HAVE TO WAIT TILL TUESDAY... etc.
ME: Once again, I do apologize m'am, but the soonest date we can send a technician out would be tuesday. The next three days unfortunatly have been booked...
IW: You mean to tell me you have so many problems that your can't send me a service man out? What kind of business are you running where you don't have enough technicians for your customers!?
ME: M'am we have over 13 million customers spread out over the US, I do apologize for the wait. I am more than willing to waive the service charge and give you some time without service credits for those days, but our technicians not only handle service calls, but new accounts as well...
Well it went on like that for awhile, until the woman finally snapped and informed me she was not only going to sue dishnetwork, but sue me personally. She then told me that she had been recording the entire conversaion and was going to send it to her local new station... blah blah....
You know, I really hope she did send that off, because I was nothing but polite and accomidating. She was the one freaking out because I couldn't call batman to come fix her tv. Whats more is that I checked back in on her acct yesterday, and it WAS something that could be fixed over the phone.
Some people.
Anyway, about a year ago, silly me thought it would be impressive to get out of the frontlines, and move to telephone customer service. For some reason I thought SC would be just a smudge more bearable if I didn't have to converse with them face to face. Unfortunatly, I was wrong.
As of currently, I work For DishNetwork customer service, as a general CSR. A couple of weeks ago I had a call in from a particulary irate woman, who was upset that not only was her tv not working, but by the fact that mean old me wanted her to wait a whopping three days for him to get there...
IW: I haven't had television all day, and I don't know what kind of business you think your running, but its a load of crap.
ME: wtf lady? When did I become CEO? "I'm so sorry to hear about you television m'am, what I need to do is get you straight over to our technical dept. so we can get everything fixed up for you"
IW: I don't want to talk to no damn machine, it's your damn companies fault, so you will get someone out here tomorrow and get me my tv!
ME: (If anything ticks me off, its when you tell me what I WILL Do. ) Once again m'am I apologize about the convience. We do suggest our technical dept first because it not only saves time, but saves you the 29$ service call charge. If you like I can get someone out to your home as early as tuesday, and we have either am or pm open for you.
IW: WHAT THE #)(#%! DO YOU MEAN YOUR GOING TO CHARGE ME? ITS NOT MY FAULT YOUR CRAPPY SERVICE QUIT!!! WHAT KIND OF SCAM IS THIS? WHY DO I HAVE TO WAIT TILL TUESDAY... etc.
ME: Once again, I do apologize m'am, but the soonest date we can send a technician out would be tuesday. The next three days unfortunatly have been booked...
IW: You mean to tell me you have so many problems that your can't send me a service man out? What kind of business are you running where you don't have enough technicians for your customers!?
ME: M'am we have over 13 million customers spread out over the US, I do apologize for the wait. I am more than willing to waive the service charge and give you some time without service credits for those days, but our technicians not only handle service calls, but new accounts as well...
Well it went on like that for awhile, until the woman finally snapped and informed me she was not only going to sue dishnetwork, but sue me personally. She then told me that she had been recording the entire conversaion and was going to send it to her local new station... blah blah....
You know, I really hope she did send that off, because I was nothing but polite and accomidating. She was the one freaking out because I couldn't call batman to come fix her tv. Whats more is that I checked back in on her acct yesterday, and it WAS something that could be fixed over the phone.
Some people.
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