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...()...
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...()...
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