Mytical...master of time and space...

[Mytical]

Ok..today I got to play supervisor for a bit. Which despite the sound of it was actually fun..until my last call. (Note: Conversation was actually a lot longer, it has been modified so as not to get me fired)..oh and keep in mind I have been with the company for like 4 weeks on live calls (or so).

Let me just bend time and space for you
<bg there was a billing error causing the item to not be shipped out, and it is not possible to get her the item before christmas because of this)

"Ma'm our shipping company ponyville express, is not shipping Fri, Sat, or Sun due to the holidays. There is no stock in the stores near you. Smurfandponies.com is offering gift cards and digital coupons for any order that does not arrive on time, but there is nothing else I can do."

"I don't care if you have to drive to all the stores and find me one personally. You will resolve this issue, and now."

<So wait, you want me to drive several hundred miles out to where you are, search all the stores and bring you the item? Let me think about that...NO!>

"Ma'm I can see the stock of the stores near you (which is true), not a single one of them have the item..I wish I could help, but the one that is being shipped to you that is late is your best bet of getting one soon. (also true."

"Then cancel the order."

"While we hate to lose your business, I can do that for you."

<to background> "Did you hear that? He is willing to cancel the item, like that solves anything!"

<wait, you just asked me to..what you don't believe the customer is always right??>

"Ma'm I do not want to cancel the item, but if you think it is best I will"

"What I think is best is that you get me my item and now. I want this resolved, I don't want to cancel the item. So find a way to do this!"

"I am trying to tell you ma'm, that if I could I would..but it is not possible."

"Not good enough, get me the item NOW. I want somebody over your head. Now."

"Ma'm they will tell you the exact same thing. I am authorized to do everything they can, there is none to send out at all or I would. If it was in a store near you, you could pick it up, but there is not."

"Not acceptable, this is not my fault. I will be contacting the BBB, and I will speak to your superior."

"Very well ma'm. I will transfer you in a moment."

(once I get the go ahead I transfer her).

So..I guess the 'check the back' in this instance also means "Materialize one from thin air for me."

[Ironclad Alibi]

So I'm guessing your product materializer and teleporter are out of service?

[emax4]

(raises hand). How many of CS readers here were anxiously awaiting that cherished line, you know the one, the one we've all come to hate and despise, SAY IT WITH ME NOW...

"YOU RUINED CHRISTMAS!!!!!"

[PepperElf]

<to background> "Did you hear that? He is willing to cancel the item, like that solves anything!"

AKA "how dare you call my bluff!"

[MoonCat]

Apparently she thougth you were lying, so you could, you know, keep all of those items for yourself!!

Jeez, lady, it's one item. Buy something else or give the person a nice card saying the whatever-it-is will be there a little late.

[Pixilated]

So I'm guessing your product materializer and teleporter are out of service?

And your Time-Turner ...?

What kind of response did she get from your superior?

[Mytical]

I've lost track of how many times I ruined Christmas in just four or so weeks. My guess is right now the grinch is even greener then usual with envy. As for response from the normal supervisors..the same exact thing is my guess..but sadly I will never know. My absolute favorite part was the part where the customer basically expected me to drive around till I found one, even if I had to drive all over America. Yeah, that is going to happen. *laughs*

Yes several times during the conversation she mentioned how this was ruining Christmas, and that it wasn't her fault there was a problem with the credit (which caused the delay). Well guess what? Not our fault either. Either the bank, credit card company, or somebody saw that 700+ item and thought it was a bit suspicious and told us "Wait a minute, lets make sure this is legit." So, we..trying to protect the SC followed those instructions. Wanna bet if it was a purchase she didn't make and we let it go through how big of a stink she would have raised then?

[BeenThereDoneThat]

"Hey Bullwinkle! Watch me pull a rabbit out of my ass!" Yep, sounds mighty familiar. On the upside, I got pulled into a last minute training class for another group in our call center (we'll just be backing them up while we work our regular jobs too, their season is AFTER Christmas) - so while I'll soon be dealing with their customers, I don't have to deal with ours AT ALL until at least Monday, maybe not even until after the New Year begins! *happy dance*

[earl colby pottinger]

Similar problem, the techs at the computer store I am working for travel long distances (100KM-250KM a day) getting repairs done. Since they have to travel all over we also have them pick up items that need to come back to the store for repair. This means of-course the items are delivered back to the store in the evening.

Note: we charge nothing for shipping since the techs are going to be out there anyway. And faster delivery than that by courier would cost him a fortune.

Yesterday (Wednesday) a laptop was picked at 11AM, before noon the owner is calling us about how the repair is going! A straight drive back is more than an 1 hour and 30 minutes if you drive at legal speeds.

Worse the tech bought it into the store at 3:30PM (next day shipping of parts needs the order to go in before 3PM) and no-one has even looked at the unit yet.

This morning the unit was examined, and parts ordered. If they come in time the unit will be repaired and shipped out with a tech going home early on Friday, yet all day this person has been calling asking when are we are going return their laptop.

Free shipping, Free delivery, work done as soon as the parts are delivered, and he still is trying to make us go faster even while we don`t have parts to do the repair yet!

Does he think he can get better service on Christmas eve? Silly me, look where I am posting!

[Mongo Skruddgemire]

"Hey Bullwinkle! Watch me pull a rabbit out of my ass!"

I always wondered about that moose.

[BeenThereDoneThat]

Oops, I messed it up...it was Hey Rocky...so yeah, the moose is the one who's a little squirrelly

[wagegoth]

I first heard the phrase, "I refuse to accept that," from an SC in 1987. The occasion was a customer complaining that she hadn't received her new credit card (regular replacement). I had explained that there was an issue in her neighborhood that seemed to be due to someone stealing the new cards. That was her response.

The more things change, the more SC's stay the same.

[Racket_Man]

And your Time-Turner ...?

What kind of response did she get from your superior?

but you have to remember that all of the Time-Turners were destroyed in 1995.

[emax4]

I first heard the phrase, "I refuse to accept that," from an SC in 1987. The occasion was a customer complaining that she hadn't received her new credit card (regular replacement). I had explained that there was an issue in her neighborhood that seemed to be due to someone stealing the new cards. That was her response.

The more things change, the more SC's stay the same.

Eesh. I would have said, "even though you refuse to accept that, that doesn't mean that it hasn't happened, so.. moving forward with this issue..." Some people...

[tilly101]

[QUOTE=Mytical;987398]

"Not acceptable, this is not my fault. I will be contacting the BBB, and I will speak to your superior."

"Very well ma'm. I will transfer you in a moment."

QUOTE]

Where I work, in recent mths we had a new rule put in place where in situations like this, is speaknig to a supervisor would make absolutely no difference at all to the outcome, we were allowed to refuse to transfer the call. At most, if they were absoltuely insistent, we would organise a call back, but no live transfer.

An example form just this morning:

Me - You have used your entire dental allowance for this year. Your limit will restart 1 Jan. Until then, you will not be able to claim anything further back on dental

SC - This is ridiculous, ive been a member for 5 years! I demand a higher limit!

Me - Im sorry ma'am, you are on the highest dental policy we offer and you ahve used your entire limit. There is nothing more to claim and there are no options around this.

SC - Right. Get me your manager.

Me - I'm sorry ma'am, our managers do not take calls when the information they will provide is exactly the same to what i have just given you

SC - I dont care! put me through!

Me - Im sorry ma'am, they do not take transfers of this nature. I am unabel to transfer you to anyone else.

SC - Look, I said I dont care, I WILL speak to a manager! This is a joke!

Me - If you insist ma'am, I can take down your contact details and a manager will call you back within 2 working days to discuss the matter further with you, though again i stress the information they provide you with will be the same I am giving you now

SC - Fine, whatever, forget it *CLICK*


Our calls are listened to and strictly monitored, we are ONLY ever able to do this if the info would be 100% the same. Of course, if speaking to a manager is warranted then we definetely put them through.
But to date with this system not yet being abused, it is working wonders in termd of reducing time wasted on unecessary convos with managers where they simply mimic what us reps have just told the customer