What about closed do you not understand...

[computergeekett]

I'm normally a lurker and very rarely post but this one I just couldn't pass up.

Yesterday I had an agent call in for one of our customers. They wanted to reset the password for an account. I looked it up and informed them that the account was closed and resetting the password would be of no use, and that the customer needed to create a new account. The agent then argued that the customer insisted on having the password reset. I repeated myself again and the agent tried talking over me. I explained to him that we do not reactivate closed accounts and the customer would need to create a new account. He still tried arguing again. This went back and forth for about 5-10 min.
Finally I got so frustrated and just said the account is closed and we will not reset the password. Told him to have a nice day and disconnected the call.


I looked after the call and found that this customer had tried to do the same thing 2 weeks earlier. What, they didn't get it then, and thinking that talking to a different person would get different results...()...

[BroSCFischer]

This is where "The Customer is Always Right" has gotten us.


SC

[chainedbarista]

time to take away their computer and replace it with a crayon and paper.

[Food Lady]

Can you imagine if someone tried to pull that in a bank?

[taxguykarl]

I looked after the call and found that this customer had tried to do the same thing 2 weeks earlier. What, they didn't get it then, and thinking that talking to a different person would get different results...()...

That's SC logic...such as it is. They also think a manager can also get different results.

[Ghel]

Can you imagine if someone tried to pull that in a bank?

Actually, that happens more often than I'd like to think about. People writing checks on closed accounts, asking to withdraw from closed savings accounts, trying to use old atm and debit cards, etc. Lately, it's been people asking to have their password reset on our old internet banking, which has been shut down for nearly a year.

"Did you sign up for the new internet banking?"
"No, I've used the same one for years."
"Not for the last 10 months, you haven't. Here's an application."
"<grumble>"

[Marmalady]

time to take away their computer and replace it with a crayon and paper.

Or this...... http://search.dilbert.com/search?w=e...etch&x=17&y=11

[Brojekk]

That's SC logic...such as it is. They also think a manager can also get different results.

Unfortunatly...all too often it does.

[EricKei]

Or this...... http://search.dilbert.com/search?w=e...etch&x=17&y=11

It's my understanding that that particular comic is the most popular/most requested one he's ever done

[bankworking]

Can you imagine if someone tried to pull that in a bank?

And you believe they haven't tried such why?

I had a woman try to convince me, a co-worker, my manager, and a compliance officer in corporate to have us reopen the account that she used to have... two years ago... with her daughter who was now deceased. So much wrong in that.

[Marmalady]

It's my understanding that that particular comic is the most popular/most requested one he's ever done

I can well believe it, too many of us actually have / have had managers who really wouldn't know the difference.

[tropicsgoddess]

Bad enough having to beat the dead horse with SC's but worse with sucky reps.