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[tilly101]

Oh. Oh oh OH am I un-impressed right now

So an older 'upper class lady' calls [as she called herself] from a hospital where she says she has been for a few days now.

Me -
SC - the f*cknut that was Miss Upper Class Snooty

NOTE - during the whole call, she was talking in a very 'posh' and 'condescending' voice, it was very exaggerated and clearly put on. Clearly I, the lowley call centre operator, was below her.

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SC - YES, my name is Mrs Grace Beryl, I'm calling from the North Side Hospital where I've been admitted for the past 5 days. Call me a taxi. The address is XXXXXXXXXX. NOW. Don't keep me waiting, I don't wait for people like you

Me - Oh, I'm sorry ma'am, you've actually come through to your health insurance company. I'll let you go so you can give the taxi company a quick buzz

SC - EXCUSE ME, I told you to call me a taxi. I'm waiting. I'm an upper class lady, I do not wait around for people like you

Me - Oh. Ok well, I'm sorry ma'am, but this is a health insurance company. We have no affiliation with any taxi companies

SC - *SIGH * Do you know how long I've been a member? Do you have a computer? Can you read? Look at your computer screen and read it - tell me - how long have I been a member for?

Me - Okay, you've been a member for about 13 years. Not once during all of that time has our company ever had any affiliation with a taxi company. I would not be allowed to look up the number of a taxi company and then book a cab for you, as it would be completely unrelated to my job.

SC - Listen to me girl... I don't call taxis. You will call me one, and I'll have you know, you've now kept me waiting for several minutes. What's your name? I'll be lodging a complaint against you

Me - My name is tilly. I don't have the details of any taxi company as we ar enot affiliated with any. If you are unable to call a taxi yourself I am happy to speak to one of the nurses there and explain you need a taxi, they should be fine to organise one for you

SC - Get me someone else [I hear a clicking sound right in my ear]

Me - I'm sorry? Are you clicking your fingers at me?

SC - What, are you deaf? Of course I am you stupid girl! Well, you're clearly new. Currently going through training I presume? Not a quick learner though are you, you're surely going to fail your probation

At this point I probably should have been a bit more professional in the way I spoke, but I was not happy

Me - ACTUALLY ma'am, I've worked here a very long time. It doesn't matter how long I've worked here or how long you've been a member, the fact is that we cannot provide you a service that is not part of the company. Would you call a restaurant and ask that they come out and service your car?! Completely different services ma'am

SC -

Me - I suggest you call a taxi company direct, or if you are unable to do so, the hospital you are in does offer a patient transport service, you would need to enquire with one of the nurses

SC - Well...the last person I spoke with told me that your company would organise a taxi for me!

I call bulls*it on this right away

Me - The very last person you spoke to?

SC - YES! Where is my taxi!

Me - One moment

I conference in that person, quite obviously the name of each operator is noted.
This is a 3-way conference, so the customer is able to listen in

Me, to colleague - Hi there. I've got a Mrs Grace Beryl on the line on conference

Colleague - Oh yes, I spoke with her a few weeks ago

Me - Right. She is currently in hospital and just stated that you told her that we would organise a taxi for her ride hom?

Colleague - Absolutely not, I did not state that. I had advised her how much dental she had left this year, and that was it. I did not and would not ever advise a customer that we would organise a taxi

*CLICK*

Colleague - Was that her hanging up?

Me - Yep

Colleague - Make sure you leave notes on her file about what just happened, what a liar!


Yes, a massive liar, and pi*sed the living hell outta me
Am I new?
F*ck off lady

[Teskeria]

pawned! good job

[Pixilated]

The mind, it boggles.

She sounds like Mrs. "Bouquet" without any of her redeeming features but with an excess amount of sour grapes and catbutt face.

Given her behaviour, I can't see how you could have been more professional, even in your final comments.

Less professional, certainly ... ... but you didn't go that route.

[Thatgirl71]

What a bitch, makes you wonder why she couldn't call a family member to pick her up, either they all died off or they are in hiding from her, lol.

[Moosenogger]

I think you were perfectly in your right to say what you did. She was demanding that you do something that was NOT part of your job description and would likely get you into trouble with your boss. You even have taped evidence that she's a liar, and now you have the previous operator to back up that fact.

[MoonCat]

They don't come any more EW than that. "I don't wait for people like you."

OK then! *click*

[pageantmama]

The mind, it boggles.

She sounds like Mrs. "Bouquet" without any of her redeeming features but with an excess amount of sour grapes and catbutt face.

Given her behaviour, I can't see how you could have been more professional, even in your final comments.

Less professional, certainly ... ... but you didn't go that route.

Ahhh, someone else that watches that show! I have made references to the show to friends and they look at me like I am from another planet

Once a friend of mine was looking for some kind of bucket to use for a project. She was looking through different ones and said , "ugh all I want is a bucket that is big and sturdy but not too big. Oh bucket, Mr. Bucket, where are you?" And I could not help it, I was like, "it is not Bucket, it's Bouquet" then cracked up laughing. She looked at me like I was nuts and I was like "what, you are the one talking to the buckets not me"

[Flying Grype]

How much do you want to bet that she was in hospital FOR A REASON, and maybe a little too senile to understand that? Even if it was part of your service, I'd be asking for proof that she was released from hospital before calling her a cab...

When my grandmother was moved into a nursing home, she said it was a very nice place but she'd be walking back to her house that night. (Twenty kilometres.) The place is very secure because they know someone will try that and be away from their meds/care for too long.

[tilly101]

How much do you want to bet that she was in hospital FOR A REASON, and maybe a little too senile to understand that? Even if it was part of your service, I'd be asking for proof that she was released from hospital before calling her a cab...

When my grandmother was moved into a nursing home, she said it was a very nice place but she'd be walking back to her house that night. (Twenty kilometres.) The place is very secure because they know someone will try that and be away from their meds/care for too long.

She was in there for a minor cosmetic procedure
The hospital had called us a few days ago to check if we would pay anything towards it - um, no, I'm sorry, we aren't going to pay to help her make herslef plastic-fantastic

[starsinthesky]

The mind, it boggles.

She sounds like Mrs. "Bouquet" without any of her redeeming features but with an excess amount of sour grapes and catbutt face.

My mom loves that show. She watched it all the time when it was on PBS. We would tease my dad, because my mom "air brakes" in the car and so my sister would tell my dad to mind the pedestrian. Best part was my dad's name is Richard.

[BeenThereDoneThat]

Keeping Up Appearances for the win

That woman (and I use the term loosely) was really an uber-bitch. Karma's gonna hit her good and hard. Hopefully soon. Once again, way to go for the way youi dealt with her, Tilly!

[emt_cookies]

I think medicare will sometimes pay for taxis for healthcare services, but she's probably too good for medicare.

[Sheldonrs]

What she heard: "yes, we'd be happy to call a cab for you anytime!"

What was said: "Yes, we'd be happy to cure your crabs anytime!"

[mattm04]

I have a few regular EWs who call. I always know it it them because the conversation goes something like this.

M: <greetign>
EW: This is Mrs. (rarely Mr.) EW I would like to <insert long and detailed request>.

99.9 percent of the time it involves me having to look something up or write something down. Since they decided to just bark out the entire request it means I have to make them repeat it to accomplish it. This makes them get angry and sign and moan at me for begin incompetent.

[Sparky]

I'm sorry ma'am, I can't call a taxi for you for two reasons.

Reason number one: it's not my job.
Reason number two: it's obvious that your drugs haven't worn off yet.