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This just happened. Can I add - this is the about the 4th time in recent days that I have had people demanding 'compensation'. WTF is that, 'compensation'. Given the nature of the company I work for, I honestly don't know what these crazies are expecting.
For those not yet familiar, I work in a call centre in health insurance, and I relieve as a team leader [so I'm the lucky duck who gets to take the escalations, yippee!!!]
Me -
SC - racist snotty woman caught out in her lies
Me - Good afternoon, Tilly speaking, you've been transferred through to myself as I understand you have a complaint about a recent call with a staff member in the call centre here?
SC - Yes! I just called in and the little Asian boy I spoke to was increeeeedibly rude, gave me false information, and then hung up on me! I demand compensation, I am outraged!
NOTE - The only Asian people we have in the call centre here are female, and have very female voices. There is no way they could be mistaken for boys.
Me - I'm sorry to hear that ma'am. Now just so I can get a better understanding of the situation, could you briefly talk me through exactly what happened?
SC - Well I called in to make a claim. Right away he was just rude and lied to me! He said his name was David, but he was Asian! So obviously David wasn't his name, so he made that up, probably because he didn't know what he was talking about , because he then told me that I couldn't claim on contact lenses again this year because I've already claimed the maximum allowed! Then when I informed him that I knew he was lying, he hung up on me!
Me - ............ Okay........ So just, ah, firstly... going through your issues one by one.... you're saying he lied about his name, he said his name was David but you know that couldn't be true because he was Asian? Because he spoke Asian to you?
SC - Yes! He didn't sound like an Asian but he said to me 'contrary to what you may think, you can only claim on contact lenses twice per year'. See, 'contrary'! He was using Asian words with me, trying to confuse me!
Me -
Uh, ma'am? Contrary is an English word. In the context of your conversation, David was trying to say 'as opposed to', or 'despite' what you may think...
SC - Yeah okay whatever, I know you've got foreigners working there
Me -
I don't see what the nationality or background of our staff has to do with anything, I must say...
*interrupting me*
SC - Whatever, well he lied to me anyway and then hung up, so you better compensate me for that!
Me - Okay, so, to clarify, you are saying that David told you that you could only claim twice per year on contact lenses? And you believe that was a lie?
SC - Yes! He lied to me! I can claim as often as I want! He lied to me and then when I caught him out on that, he hung up on me!
Me - Ma'am, the information David gave you is correct. You are limited to 2 contact lense purchases per year
SC - WHAT! When was this new policy introduced, this is bulls*it!
Me - This has always been the case ma'am. I can see from the notes on your policy that we advised you this last year as well? And...yes, we have it noted..the year before that as well. We appear to be telling you this same information every single year.
SC - Whatever. Well he hung up on me and swore at me so I demand compensation!
Me - I'm sorry, you're saying David swore at you?
SC - Yes! he called me a c*nt and then hung up on me!
Me - I have to say that I find that hard to believe ma'am, but I can certainly retrieve that call and listen in to see what was discussed. Certainly, if a staff member has sworn at you, then we would need to take action
SC - Yeah he called me a c*nt and a whore and hung up
Me - Alright ma'am, let me look into this for you
I took her details and listened to the call.
You can guess the outcome.
David was nothing but a gentleman the entire time, and gave her correct information.
As soon as he told her she has reached her limit, SHE started swearing at HIM, and finished with "You're a f*cking prick you know that"
*CLICK*
SHE hung up on HIM
Called her back to advise her the outcome, she answered. Soon as I said this is Tilly calling from **company**, I've listened to the call...CLICK...she hung up on me too
For those not yet familiar, I work in a call centre in health insurance, and I relieve as a team leader [so I'm the lucky duck who gets to take the escalations, yippee!!!]
Me -
SC - racist snotty woman caught out in her lies
Me - Good afternoon, Tilly speaking, you've been transferred through to myself as I understand you have a complaint about a recent call with a staff member in the call centre here?
SC - Yes! I just called in and the little Asian boy I spoke to was increeeeedibly rude, gave me false information, and then hung up on me! I demand compensation, I am outraged!
NOTE - The only Asian people we have in the call centre here are female, and have very female voices. There is no way they could be mistaken for boys.
Me - I'm sorry to hear that ma'am. Now just so I can get a better understanding of the situation, could you briefly talk me through exactly what happened?
SC - Well I called in to make a claim. Right away he was just rude and lied to me! He said his name was David, but he was Asian! So obviously David wasn't his name, so he made that up, probably because he didn't know what he was talking about , because he then told me that I couldn't claim on contact lenses again this year because I've already claimed the maximum allowed! Then when I informed him that I knew he was lying, he hung up on me!
Me - ............ Okay........ So just, ah, firstly... going through your issues one by one.... you're saying he lied about his name, he said his name was David but you know that couldn't be true because he was Asian? Because he spoke Asian to you?
SC - Yes! He didn't sound like an Asian but he said to me 'contrary to what you may think, you can only claim on contact lenses twice per year'. See, 'contrary'! He was using Asian words with me, trying to confuse me!
Me -
Uh, ma'am? Contrary is an English word. In the context of your conversation, David was trying to say 'as opposed to', or 'despite' what you may think...SC - Yeah okay whatever, I know you've got foreigners working there
Me -
I don't see what the nationality or background of our staff has to do with anything, I must say...*interrupting me*
SC - Whatever, well he lied to me anyway and then hung up, so you better compensate me for that!
Me - Okay, so, to clarify, you are saying that David told you that you could only claim twice per year on contact lenses? And you believe that was a lie?
SC - Yes! He lied to me! I can claim as often as I want! He lied to me and then when I caught him out on that, he hung up on me!
Me - Ma'am, the information David gave you is correct. You are limited to 2 contact lense purchases per year
SC - WHAT! When was this new policy introduced, this is bulls*it!
Me - This has always been the case ma'am. I can see from the notes on your policy that we advised you this last year as well? And...yes, we have it noted..the year before that as well. We appear to be telling you this same information every single year.
SC - Whatever. Well he hung up on me and swore at me so I demand compensation!
Me - I'm sorry, you're saying David swore at you?
SC - Yes! he called me a c*nt and then hung up on me!
Me - I have to say that I find that hard to believe ma'am, but I can certainly retrieve that call and listen in to see what was discussed. Certainly, if a staff member has sworn at you, then we would need to take action
SC - Yeah he called me a c*nt and a whore and hung up
Me - Alright ma'am, let me look into this for you
I took her details and listened to the call.
You can guess the outcome.
David was nothing but a gentleman the entire time, and gave her correct information.
As soon as he told her she has reached her limit, SHE started swearing at HIM, and finished with "You're a f*cking prick you know that"
*CLICK*
SHE hung up on HIM
Called her back to advise her the outcome, she answered. Soon as I said this is Tilly calling from **company**, I've listened to the call...CLICK...she hung up on me too
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