Just because I need to vent... [Archive]

Kass

08-10-2006, 11:42 PM

I'm often amazed at what little stuff gets people so totally bent out of shape. I mean screaming, angry, ranting and raving angry. A lot of people online assume I'm angry because I don't mince words and tend toward the sarcastic side of humor. I'm really almost never angry because there is extremely little in life that is worth the energy drain and emotional trauma anger causes.

At work, we are merging several computer network domains. In order to do that, we have to re-image (put on a new operating system and format) all 5,000 or so computers. I'm responsible for managing 400 of those. As much as a pain in the butt that is and so is dealing with all the bugs and glitches that result, the worst is the stupid stuff.

Obviously, when you change domains, the @domain.com part of the email changes. Since we're merging with a domain of 40,000 users, we also had to adopt more rigid naming conventions for usernames and email addresses. They are pretty simple.

The username is first initial middle initial last name, i.e. John J. Jameson is JJJameson. If J. Jonah Jameson joins, he's JJJameson2.

Email addresses are now firstname.middleinitial.lastname@domain.com. John.J.Jameson@domain.com. If you use your middle name, J.Jonah.Jameson@domain.com. No middle initial? It just isn't there. Duplicates? Add a number.

Simple right? You would not believe how many people pissed and moaned and threw tantrums because their middle initial is in their email address.

"I hate my middle name. I never use it or my middle initial. I never want to see it again."

I'm sorry, but I have no authority to change it. This comes from on high.

"I don't want my real name displayed. I hate it. I don't go by Fredrick. I go by Butch. I want Butch in my email address."

I'm sorry. I can't do anything about that. There is no discretion at all in the naming conventions, but your display name in the Global Address List can be Butch.

"I will not be told how my email address is to look. I refuse to use this email address. This is discrimination against people who don't want to use their middle initials!"

At this point, I'm stunned. Discrimination? Because you have to use your legal name? What are you on? Discrimination is someone not letting you sit at the lunch counter because you are black or refusing to hire you because you are female even though you are the best candidate. It is not giving you an email address with your middle name in it.

Of my 400 users, I have gotten 150 emails complaining about the email addresses. 150 pissed off people over an email address. It's a stupid little part of the job. Get over it. If it is that big a deal, go to your local court, get your name changed and provide us a a certified copy of the court order changing your name. Then get some perspective people.

These same people barely even notice the poverty in the housing projects you have to drive through to get to our office. That is something to get upset about. Not a letter of the alphabet.

haterllnation

08-10-2006, 11:55 PM

Eh, if only to put them complaints in a spam folder and delete. That would irk me, too. Basically, because it's such a small thing in life. How personal are these email addresses that it alone is personally tied to them? I think they probably sit on their arse too much and need something to complain about. I can't wait to graduate and enter this same non-sense.

The discrimination thing is so lame. I would have simply told them to find the dictionary and tell the higher suits that they are being wronged against and that it will make them sad and unproductive. I mean, it would be more satisfying to have the main guy laughing at them and telling them to scram.

Kwiz

08-10-2006, 11:56 PM

People indeed do get angry over petty stuff. Hope things return to sanity soon, Kass.

Stephy

08-10-2006, 11:57 PM

That must be annoying. Such whining over an email address, heh.

That's funny: Discrimination about a middle intial. Ha. Seriously must be annoying, I can see where the need to vent can come from. Hope they get over it soon, wouldn't want much more trouble to be loaded on you.

erised

08-11-2006, 12:05 AM

I can see how that would drive you crazy. Lots of things drive me crazy at work. One of the biggest ones is when I get a letter from someone saying that what we're doing isn't legal (basically, whatever they don't like = illegal)... um, we have to answer to the federal government, so we make sure we keep our ducks in a row. If we don't, we lose money. Sometimes people think they're experts b/c they read some generic article online. :rolleyes:

I wish I could have a job just touring colleges and telling people (students and their parents) how student loans work. I think it would save a lot of hassle.

I think a lot of it comes down to people thinking they're special. Someone wants a different email address than everyone else; someone wants you to bend a rule or make an exception. But I think it's only fair to treat everyone the same. It's easier in my work b/c there are regulations that must be followed and qualifications people have to meet, but I still run across people who think I just get to decide what happens to their account based on how I feel that day. If I absolutely hate you, but you fill your paperwork out correctly and qualify, then you'll get what you wanted regardless of whether or not I want to give it to you. That seems fair to me.

I would treat everyone the same; they all get the same email address. If people would step back for a minute, maybe they'd see how silly and unreasonable they're being. Most people would never openly say they deserve special treatment and their coworkers don't, but when you demand a work email to fit your wants and break the norm, that's pretty much what you're saying. You want an email address that says butch? Go to yahoo and make one for yourself.

Kass

08-11-2006, 12:11 AM

One of my friends pointed out that their situation could be worse. We could be assigning them a number.

"Welcome to the Borg Collective. Your designation is 276 of 41,384. Be gone Drone."

hidethedrone

08-11-2006, 12:28 AM

One of my friends pointed out that their situation could be worse. We could be assigning them a number.

"Welcome to the Borg Collective. Your designation is 276 of 41,384. Be gone Drone."

That's my name, The Drone...

Streamlining the email system so that people dont' get the wrong emails? For shame for making peoples lives easier.

Roxie

08-11-2006, 12:57 AM

hahahahaaha

So while I wast training last week (that means a newbie was sitting in listening to my calls) and I got this call

guy: Yes, I was expecting a part 3 days ago and it's not here! I don't understand. You have the address. I need my part. I've been without my machine for 3 days and I can't do business! Where is my part?

me: I'm sorry sir, I cannot see where you part is bu--

guy: I need to know where it is. I need this part for my machine!

me: I understand sir. But I'll need to transfere you to th--

guy: I don't understand! I have overnight 24/7 service.

me: Sir! If you do not stop interrupting me, I will not be able to help you.

guy:...

me: I understand your frustration sir, but to track down your part, I will need to transfere to the CRU department they handle th--

guy: I (me: handle the) do not want (parts & shipping) to be transfered! Want my part!

I offer the transfere him to National Duty Manager and tell him the wait will be 2 minutes or more. I finally get to the NDM after 10. He tells me to call the support group. I call the support group and we end up on hold for grand total of 40 minutes.

Now, I would've gone back to the guy to tell him it would be a much longer wait, but I could not. Our phones are a little screwy and I don't know how to make so many holds and transferres w/o dropping the call. I definently did not want to do that.

Meanwhile, my trainee goes to lunch and one of my sort-of-supervisors, listens in on the call while I transfere the customer to the correct area.

guy: She told me I would not be on hold for longer than two minutes. It has been a whole 40 minutes! I only waited because I wanted to see how long it would take! This is IBM. I expect more than this from IBM! She told me I would only be waiting 3 minutes and she didn't even get back to me!

Then I hung up. Dude totally lied on me. I wonder how big ppl think IBM is? The whole Hardware recieve call & dispatch team (including the Dallas team) is only about 30-40 large. And we take ALL OF THE NATIONS CALLS! That means anytime you call to check up on a service request, we're the ones you talk to.

Soli

08-11-2006, 01:16 AM

^

My dad acts like that. :gloomy: He hates customer survice type of things. He screams into the phone, swears, asks to talk to the manager, etc. He gets his way pretty fast like that. I feel so bad for the person he's talking to. >.<

Bleh, once he blew up at someone from McDonalds because they were charging ten cents for extra sweet n' sour packets. (We had gone through the drive through) When we got home he called up the place and asked to talk to the manager. He then told the man he was stupid (in worse words then that) and the idea was stupid and he shouldn't charge the money. I love him, but hate how he acts sometimes. :duh:

On-topic: Sometimes I'm glad I don't have a job yet. :P I'd hate to deal with people like that.

Roxie

08-11-2006, 01:32 AM

On-topic: Sometimes I'm glad I don't have a job yet. :P I'd hate to deal with people like that.

Don't worry. YOU WILL.

What ppl like that though, is that you don't really have to press so hard to get what you want. And in this case I was trying to give the guy what he needed, but he rejected it! Basically he choose the difficult path to be on hold for 40 minutes while the trainee & I talked like old friends. *shrug* his loss.

Ohhh, I'm obsessing about La Vie Boheme too!! I've been singing it all day!

VIVA LA VIE BOHEME!

erised

08-11-2006, 03:01 AM

My dad acts like that. :gloomy: He hates customer survice type of things. He screams into the phone, swears, asks to talk to the manager, etc. He gets his way pretty fast like that. I feel so bad for the person he's talking to. >.<

Hm. That doesn't cut it where I work. I do phone backup, and I'm the best person you could ever get on the phone (IMHO haha). But if you're rude to me for no reason, I will tell you to cut the shit (Ok, not those exact words). My job isn't to answer the phone, and if I'm doing it for backup w/o any formal training, then they can take it or sit back on hold. But like I said, I'm totally nice to people in the beginning. I can normally calm people down pretty easy b/c I know what I'm talking about and I make sure to always sound confident (confidence goes a long way-- if you sound unsure, people will question you at every turn). If I can't handle someone, I put them straight thru to a sup. I don't get paid enough to put up w/that crap. And I've seen call notes where sups have hung up on people who were out of control.

I'm always nice when I call places, but I make sure they know what I expect to get (and I'm not unreasonable). I like to say I'm nice but firm... and I normally always get what I want. I have 3 rules: 1-don't talk while you're on hold (lots of times they can still hear you), 2-offer to wait and/or get transferred, and 3-don't loose your cool. If you're nice to people, they're much more likely to help you. I've gotten late fees waived, interest rates lowered, annual fees waived, installation charges waived, discounts on bills, "premium" customer service after my warranty expired, etc. And normally places say "we'll just do this once..." but they'll do it more than that if you're a good customer. Being nice is the way to go.

Roxie

08-11-2006, 03:08 AM

I have 3 rules: 1-don't talk while you're on hold (lots of times they can still hear you),
This is why I love the "mute" button. I rant & rave & laugh at customers and they can't hear me!

2-offer to wait and/or get transferred, and 3-don't loose your cool.

I don't know why more ppl don't offer to get transferred! They'll just state their problem and not say anything else. When I ask them how they'd like me to help, they'll just REPEAT THE PROBLEM! :duh:

I can't help you if you don't tell me what it is you need *from* me.

erised

08-11-2006, 03:15 AM

I can't help you if you don't tell me what it is you need *from* me.

I mostly work tasks on the computer, and I have to go thru scanned copies of every random letter that people send us (another pet peeve of mine-- call in! people who write letters are too scared to call b/c they know they're WRONG! /rant). I hate it when people just write a sentence, but they don't say what they want. I take that to mean I get to react however I want. The worst is, they'll return a letter we sent them, and they'll just circle part of it. No note. No telling me what's wrong w/the circled part. They just circled the text that we wrote. What the crap am I supposed to do w/that? Those people normally get an account statement...

Alphonse v.2

08-11-2006, 09:39 AM

When someone gives me crap about something so stupid, I simply immagine what a shitty life they must lead in order to be bothered by such a small thing.

Kass

08-11-2006, 10:31 AM

I think a lot of it comes down to people thinking they're special. Someone wants a different email address than everyone else; someone wants you to bend a rule or make an exception. But I think it's only fair to treat everyone the same. It's easier in my work b/c there are regulations that must be followed and qualifications people have to meet, but I still run across people who think I just get to decide what happens to their account based on how I feel that day. If I absolutely hate you, but you fill your paperwork out correctly and qualify, then you'll get what you wanted regardless of whether or not I want to give it to you. That seems fair to me.

I would treat everyone the same; they all get the same email address. If people would step back for a minute, maybe they'd see how silly and unreasonable they're being. Most people would never openly say they deserve special treatment and their coworkers don't, but when you demand a work email to fit your wants and break the norm, that's pretty much what you're saying. You want an email address that says butch? Go to yahoo and make one for yourself.

Erised, it isn't a matter of how we are treating them. Fairness has nothing to do with it. The Department of Homeland Security has set a policy. All user names and email addresses will be in that format. Period. This policy applies to all the agencies under the DHS umbrella, from whatever the INS is called these days to the Coast Guard to the Secret Service. The 40,000 people in my agency is just a small part of the entire group. Each agency has its own domain, but think about it. Out of 40,000 people, what are the odds that there is more than one Tom Jones or Fred Smith or Bob Johnson? They are pretty darn good. It's a matter of functionality and convenience for co-workers and other agencies.

Within an agency, it gets very confusing if you have a different email standard for Seattle and Boston, headquarters and Podunk, Louisiana or Atlantic and Pacific. Staff in California trying to contact someone in headquarters have to remember that the email address is different and since you're on different domains, the Active Directory address books can't co-exist. I can't look up someone in St. Louis because my AD doesn't talk to their AD.

It's just silliness to get upset over it. It's a work email address, not the name of their first born.

Klilynkun

08-11-2006, 10:51 AM

i know you will probably get a reprimand from your boss or something but you should have done an email with each of them cc'd in it and said

BITE ME

Kass

08-11-2006, 02:09 PM

Nah, I'm very nice about it at work. It's just frustrating to deal with because they are complaining about stupid stuff when I have users who can't even use their PC/laptop.

羽之助

08-11-2006, 02:28 PM

You may want to blow off steam by readings these gems:

http://rinkworks.com/stupid/

Trump

08-11-2006, 06:58 PM

Yeah, sorry Kass. The more I work with people the more I notice how superficial most people are. It is depressing because they focus on the little things and then complain about how the important things don't go their way. It is like going through a review, some people get so hung up over typos while other people worry over critical design details. But who do you think makes more of a difference in the long run?

Roxie

08-16-2006, 04:11 AM

If you've read my blog (http://blog.myspace.com/randomaccess), you'll know i work in a call center for IBM (we're completely non-technical btw). I help customers create service requests, check up on their service requests, and chaning any info in the calls by request of the engineers (ce for short).

So this guy, John calls up.
I give my standard greeting

"Hello, this is Maria Jackson. How Can I Help You?"

John: You can fix my machine.

I ignore his smart ass comment and keep it moving

John: May I have your case number please?

He gives it to me and I look up his service request. I review all of the info. The call shows it closed and resolved by a "phone fix". The closing was authorized by the customer contact (the guy we'd get in touch with if we had questions about the machine) Jim Nemeth.

I relay all this info to John.

John: Oh, no, no. See you don't--stop. You don't need to make up stories like this. This call is not closed by Jim. All you did was send him a printer and you did NOT follow up! You don't need to lie. You are the seventh person I've talked to and I need some resolution!

Me: I understand sir. However, to better assist you I'll need to transfere you the printer support group.

John: I thought that is where they transfered me to. They said this was printer support!

Me: No sir, I'm sorry this is dispatch. But I can transfere you to printer support. I do have their number

John:....

Me: Sir?

John: Fine, transfere me if you have to. You suck just like the rest of them.

I hung up on that mother fucker. without regret.

CrazyAce86

08-16-2006, 04:43 AM

I'd like to call these people idiots, but then again I am still upset that they only ever give one box on forms for a middle initial. Since I have two middle names, I end up just using the first initial.

You would not believe the fights I have gotten over that. My one teacher in elementary school said I was not allowed to have two middle names. I'm not kidding, I was literally not allowed, and I wasn't allowed to use my second middle name in her class or I would get punished. And the fights with the DMV and Social Security office because they had to put in the extra effort to type in my second middle name-- it's only "Anne" for cryin' out loud!

But all that shit is one thing. Don't get me wrong, it annoyed me when my school E-mail only used "leh" instead of "leah," but I didn't complain about it. It was pointless, and it's not like I ever used that E-mail anyhow.

So I can understand them being annoyed, but really, complaining and carrying on like that is just idiocy. They all need a good crack upside the head and possibly another one for good measure. Good grief.

Jetsetlemming

08-16-2006, 05:04 AM

My last high school registered me under the wrong first name completely, "James". My current school has me as "Gabreil". :gloomy: I have the worst of luck with this sort of thing.

LJustus

08-16-2006, 05:07 AM

I hung up on that mother fucker. without regret.
So, you took a customer who called to get some help with a product and/or service that your company provides, who has obviously been transferred several times and only wants some resolution to his problem, and you purposely disconnected the call in the guise of a transfer because he said you suck?

Next time, try putting yourself in the customer's shoes. You just told him his ticket is closed, but apparently he is still having the problem. This was probably very frustrating for the customer. It doesn't matter what the customer says to you, short of hate speech. There is no need to disconnect a call - especially when you are transferring the customer anyway.

What you did is childish and immature.

Congratulations. You are very good at your job. </sarcasm>

Roxie

08-16-2006, 05:23 AM

So, you took a customer who called to get some help with a product and/or service that your company provides, who has obviously been transferred several times and only wants some resolution to his problem, and you purposely disconnected the call in the guise of a transfer because he said you suck?

Next time, try putting yourself in the customer's shoes. You just told him his ticket is closed, but apparently he is still having the problem. This was probably very frustrating for the customer. It doesn't matter what the customer says to you, short of hate speech. There is no need to disconnect a call - especially when you are transferring the customer anyway.

What you did is childish and immature.

Congratulations. You are very good at your job. </sarcasm>
Wow. Troll much?
Actually, we can hang up when people use abusive language. This includes yelling, screaming, personal insults and cursing. So yes, it does matter what they say to me. And we aren't expected to take it. This is clearly stated by all management and our process (our rule/instruction guide).

I've delt with alot of upset customers and very rude customers, but not one of them called me a liar and then told me I suck.

In fact, I had one woman earlier in the day who was *very* upset about her service. She was obvisouly frustrated and told me she didn't want to be transfered. As it is impossible for me to get the help she needs with out transferring her, I told her I would stay on the line and get a manager for her. Which I did. I even waited while she had me on hold (which I am completey unobligated to do--in fact, I have the right to hang up on her there, but I did not.) so that I could connect to her the correct department.

I do not care how frustrated you are, you cannot personally insult someone and then expect for them to help you.

I'm actually very good at my job and I like helping people get what they need to solve their issues. I'm always pleasent and I remain calm. I help as much as I can (which, regrettably is very little).

And it wasn't a "guise" I was going to transfere him, but then he insulted me, again. I do not have to put up with that and I won't put with personal insults. That is not part of job description, period.

08-16-2006, 12:35 PM

Shouldn't a phone rep be less vindictive?

Klilynkun

08-16-2006, 12:44 PM

squirm...squirm....squirm..... lol

i remember one time when i ws working in credit control that we had a temp to perm person come in... he was working with us for about 3 months so we had a good relationship with him.

one day someone decide to pull a prank on him and call up from their mobile to his phone a disgruntled customer - so they called...i'm not sure what they said but it had the office cracking up they way he was stuttering and stuff. he was sweating bullets by the time he got off the phone. he then went into the bathroom and started to cry. When he got back and everybody realised that they went a bit too far it took them 3 days to tell him it was a prank. He was vex - to say the very least. I think he left for the day actually.

Sometimes callers can be total pigs....other times the operator can be total butt holes.

I remember one time when i cleared my credit card before the due date on the bill. When i got my next bill i was being charged something like £5. I wasn't gonna pay it because i know for a fact that i cleared my card so i should be paying anything.

I called the company and asked the lady about why do i have this charge on my credit card. she said that it is the interest that i have to pay on my card. So i said what interest? the amount was cleared. She said, well... the system charged interest to the amount that was on the credit card... so i asked when they charged the interest and she says that it is the day before they send out the bill to me - but by this date my credit card was nil - i had nothing outstanding on it. So i say to her.... what day the system says my credit card was cleared - she says the 10th - and i say and what day is the bill raised - she says the 28th. So i say, in other words - my balance has been zero for about 2 weeks yet you charge me interest on a zero balance. She says Yes. So i say, what if i don't pay it. She says interest will continue to accumulate and then they may have to take me to court. So i said to her.... so when the judge sees that you've charged me interest for a zero balance what do you think he will say....... that's when she passed me to her manager who was just as stupid as the other one.

I remember on this other credit card where they actually owed me money they tried the same thing. I had to actually ask the person how they figure to make me pay interest on money that they owed me.

If i could ever reach through a phone........:karate: :frypan: :duh:

LJustus

08-16-2006, 01:53 PM

Wow. Troll much?
Actually, we can hang up when people use abusive language. This includes yelling, screaming, personal insults and cursing. So yes, it does matter what they say to me. And we aren't expected to take it. This is clearly stated by all management and our process (our rule/instruction guide).

I've delt with alot of upset customers and very rude customers, but not one of them called me a liar and then told me I suck.

In fact, I had one woman earlier in the day who was *very* upset about her service. She was obvisouly frustrated and told me she didn't want to be transfered. As it is impossible for me to get the help she needs with out transferring her, I told her I would stay on the line and get a manager for her. Which I did. I even waited while she had me on hold (which I am completey unobligated to do--in fact, I have the right to hang up on her there, but I did not.) so that I could connect to her the correct department.

I do not care how frustrated you are, you cannot personally insult someone and then expect for them to help you.

I'm actually very good at my job and I like helping people get what they need to solve their issues. I'm always pleasent and I remain calm. I help as much as I can (which, regrettably is very little).

And it wasn't a "guise" I was going to transfere him, but then he insulted me, again. I do not have to put up with that and I won't put with personal insults. That is not part of job description, period.
Not trolling at all. I am merely advocating that you look at the issue from a perspective other than your own. You seem to be unable to do that because you are too worried that you were "personally insulted" because some stranger that you'll never meet told you that you suck. If that, to you, is a personal insult, I would suggest growing a thicker skin.

And, in case you're curious, I do know what I'm talking about. I worked final collections for the country's largest phone company for several years. Over the course of time that I was there, I was the top collector and never had a customer complaint. I have been yelled at, cussed at, and even called names. I have had my parentage questioned and insulted, but in the end, I helped each customer to the best of my ability, resolved whatever problems there were with the account, and, as was my job, collected the amount due on each account.

All you did by disconnecting that man's call (without notifying him, no less) was to further frustrate and already apparently hostile customer. Do you think that customer will ever willingly do business with your company again? And what of the next rep who has to deal with him when he calls back? You just made that persons job 10 tiimes harder. Try looking past yourself for a second, and you'll see that your action was unwarranted and immature.

japanat

08-16-2006, 02:06 PM

The customer is always right. Unfortunately, in the US he/she is also often rude... I don't understand how they expect to solve anything, when they alienate the very people who could solve it?

If I have a problem, I never raise my voice. I try to keep it light, friendly. If things go to shit, I become business-like. If that still isn't working, I ask for the immediate supervisor. They'll be glad to hand you off in most cases - that's why they have supervisors. If that doesn't work, ask to go a step up. Accept transfers, or ask for callbacks at exact times (give them the chance to contact the person). Keep records of all calls, things promised by whom, etc. In last resorts, explain that you will contact the BBB or a lawyer w/the info (for the record, I've never gotten near this stage - work with them, they'll work with you).

To put it another way:
So many people don't understand that a pissed-off waiter can spit in your soup (or worse). Who's truly the powerful one?

Kleshya

08-16-2006, 02:38 PM

I work for the US Census Bureau, and although my job title is statistical clerk, that's the fancy name for telephone interviewer. I have the oh so fun job of trying to interview people over the phone for government surveys. For the secondary survey I am on that is fine, people expect me to call them, but...for the main survey I get to call random people up and ask them if they will pretty please do this government survey....4 interviews alltogether quarterly. I wish people would realize I am not trying to destroy their lives with this 15 min survey, ie. don't shoot the messenger. You would not believe (well maybe some of you would) how nasty people can be.

I have to call cases as they come up on the computer at the times that they do. I have had people scream at me asking me "don't you know it's dinner time?" Come to a conclusion about that, people eat at different times, with never talking to you before, how am I supposed to know it is your time to eat. If I find out it is a bad time I am very polite and ask for a better time, simple. No need to be jerkish about it.

I just wish people would realize that the person calling has no control over your number being picked, etc. So, again, don't shoot the messenger

Trump

08-16-2006, 04:24 PM

As long as there is a PERSON on the line, I will be polite. All companies that call with an automated message should be burned to the ground. That being said, I was rude once when the same company had called several times and I told them each time I was not interested.

Shishio

08-16-2006, 08:57 PM

4. This is kind of an odd one and I'm not sure I can explain it...but, trust me, it's true. Never deal with anyone who uses any form of the phrase, "getting my ducks in a row," as in, "We'll work out all the terms next week. I have to get all my ducks in a row first." You will never hear an honest person speak of getting his or her ducks in a row. Maybe somewhere, there's a reputable taxidermist who says it, or perhaps a virtuous guy who sells decoys, but I'm skeptical.

Why this is the lingo of sharks, I cannot say for certain. There is surely some deep, Freudian explanation, having to do with the U.E. seeing himself as a hunter or marksman and everyone else in the world as prey...something like that. All I know is that every single person I've ever heard talk about lining up ducks has been a swindler.

I just had to post that. (In response to Erised's post.)

As for call centre woes, I always try to be polite in all my dealings (Well, most.) with people. People who think they can get what they want by throwing temper tantrum clearly don't know how the world works. And people who expect others to take their abuse might learn something from being treated like an "untouchable" class. Like the eta of feudal Japan, or the lowest class of India, the title of which escapes me at the moment.

I suppose that seems rather vindictive of me, but I have dealt with stupid people way too much in life.

erised

08-16-2006, 11:31 PM

I just had to post that. (In response to Erised's post.)

It's just a saying. I didn't realize he was an expert on colloquialisms. Gimme a break. I'm not allowed to be a swindler-- I answer to the Feds. If you're unhappy w/a policy, take it up w/them. I'm sure they will care much less than I do. =P

Edit: as to whether or not the Feds are swindlers, I could care less.

The customer is always right.

This is my most hated saying EVER. The customer is NOT always right. In fact, they can be down right unreasonable. Today, I got no less than 5 letters saying we're scam artists. So b/c you don't understand something that you signed up for, that makes us scam artists? No. Read the paperwork before you sign it, or call us and just ask for an explanation-- it's that simple. We aren't allowed to make up our own rules. If we do, the government will come down on us HARD.

And I fully support Roxie. There's no reason she should have to stay on the phone w/an abusive customer just to make him feel better. Why should she have to feel bad? Taking crap like that is not her job, and people need to stop thinking they have the right to talk to customer service reps like that. He needs to calm down and call back later. If I ran a business, I'd be glad if people like that said they'd never come back. Let the rude people go bug someone else.

Roxie

08-17-2006, 01:13 AM

Not trolling at all. I am merely advocating that you look at the issue from a perspective other than your own. You seem to be unable to do that because you are too worried that you were "personally insulted" because some stranger that you'll never meet told you that you suck. If that, to you, is a personal insult, I would suggest growing a thicker skin.
I have no problem looking at things from the other side. I understand the confusion, stress, and frustration that customers can experience.

I am very good at hiding my contempt, anger, laughter, and boredom log enough to help the customer to the best of my ability.

In the time I have been in this job not one customer, no matter how upset, frustrated, angered or irrate has ever, ever called me a name in attempt to disrespect me.

I take pride in my job. I go that extra mile b/c I do know I'd want that if it were me on the other end. And to insult someone who's trying to help you? Sorry, I can't sympathize with that. It simply makes no sense to do such a thing.

And, in case you're curious, I do know what I'm talking about. I worked final collections for the country's largest phone company for several years. Over the course of time that I was there, I was the top collector and never had a customer complaint. I have been yelled at, cussed at, and even called names. I have had my parentage questioned and insulted, but in the end, I helped each customer to the best of my ability, resolved whatever problems there were with the account, and, as was my job, collected the amount due on each account.
With all do respect, you do not know. You do not work for the same kind of department, you don't know my managers nor our process. You do not know our expectation nor motivation. You worked for a collection agency, not a non-techinnical help line. It is clearly stated in our process, that is our directions and by our managers that we do not stand for abusive language. Period, no exceptions, no abusive language.

In fact, I informed one of managers of the situation by printing out the call info and writing up my experience. He declared my course of action to be correct and that if it where to come back on me, he will defend me.

All you did by disconnecting that man's call (without notifying him, no less) was to further frustrate and already apparently hostile customer. Do you think that customer will ever willingly do business with your company again? And what of the next rep who has to deal with him when he calls back? You just made that persons job 10 tiimes harder. Try looking past yourself for a second, and you'll see that your action was unwarranted and immature. If he comes back, 10x more angry at another rep, they have the same right (and I would say responsibility) as I did to hang up on him.

I'm sorry, but it was niether unwarranted, nor immature. I looked past him being hostile and calling me liar. We are obligated to give a second chance. I do so, he mishandled it. He got in his own way of recieving the help he desired. I'm not going to play dumb and let him to continue to say such things to me. I am not obligated and I don't get paid for the shit either. I don't believe it's too much to ask to be respected and be treated civilly. If you can't act civil, I can't help you, end of story.

And shit, isn't this a VENTING thread?

08-17-2006, 02:21 AM

I think a lot of people don't realize that customer service reps don't really have that much power to do anything. I have heard some people make crazy demands.

Kass

08-17-2006, 11:21 AM

Roxie, for what it is worth I wouldn't have hung up on him either, especially not without saying something first. It doesn't solve anything and probably cost your company a customer. If he talks about the poor service he received, it cost your company more customers than that.

I'd have apologized for him getting the run around from your company because face it, if he's been transferred incorrectly, talked to seven different people and his help tickets are closed incorrectly, he's getting the run around. He can't get his job done he's under pressure to get this resolved.

I'd have phrased it differently, but that is in essence what happened. Then I'd have told him I'm doing the best I can to help him and that it would be much easier if he would refrain from insulting me and our company policy is not to continue discussions with customers who are insulting.

He's no idea that his behavior is what caused the disconnect. He probably thinks it is because you are either rude or incompetent, neither of which are correct. If you tell him first that your company doesn't tolerate abusive behavior towards its employees, he'll calm down. By not telling him why he was disconnected, you were exceptionally unkind to the next person who has to deal with him. If I were your co-worker and I caught his call back, I'd be seriously pissed at you, not him.

I've never had a customer I couldn't talk down or calm down, either in person or on the phone. There are a hundred different statements you could have made that would have put out the fire.

"I'm sorry you got transferred to me instead of printer support. I hate it when the computer rings the wrong department too, especially if I'm in your position. I'm sure this has been very difficult and frustrating for you. I will personally make sure that you get to the person who can help you. It will take me a few minutes to connect to them, but I will stay on the line with you until the right person is there.

I will need to put you on hold for a moment or two, but I promise I'll be back. Let's see if we can't get this sorted out for you."

He might still be frustrated, but I promise, he'd have said thank you and not been insulting. You've made yourself his teammate and made it look like you have a vested interest in him and his problem (which you do) and that you won't leave him hanging in the wind.

I might vent offline, but no customer ever knows I am anything less than thrilled that they called and I've worked with criminals and low-lifes of all sorts.

08-17-2006, 12:34 PM

Kass wins. Fatality.

Trump

08-17-2006, 12:55 PM

You know, the phone is almost as impersonal as the internet. You have no idea who you are talking to, and the only indication of a persons reaction is in their tone of voice. I know I'm pretty crappy about judging tone of voice of a person I've never met over the phone. To even begin to take statements like that personally is pretty much what this thread was about, getting upset about unimportant things.

Kass

08-17-2006, 01:41 PM

Judging tone of voice can be hard, but usually, angry is pretty easy to spot.

Trump

08-17-2006, 03:55 PM

There is a guy I work with who sounds angry all the time. He just speaks very loudly and forcefully. It would catch me off guard when he would say something and then start laughing. He is from Eastern Asia somewhere also, so between his accent and his tone of voice it took me a little while to get over feeling like he was always pissed off. Consider that was seeing him face to face, it could be horrible over the phone.

Shishio

08-18-2006, 12:05 AM

It's just a saying. I didn't realize he was an expert on colloquialisms. Gimme a break. I'm not allowed to be a swindler-- I answer to the Feds. If you're unhappy w/a policy, take it up w/them. I'm sure they will care much less than I do. =P

Edit: as to whether or not the Feds are swindlers, I could care less.

I was just being (Trying to be.) funny. I'm sorry, I couldn't help myself.

And the saying is "I couldn't care less," unless you actually could, but generally when people say that, it is to indicate that they do not care at all.

Roxie

08-18-2006, 12:21 AM

Kass wins. Fatality.
It's not a win or lose situation, but I most definently do apperciate Kass' suggestions and I will try implement them in the future. Thanks.

08-18-2006, 12:35 AM

I was just making a classic mortal kombat reference! Feel free to not take my random one liners seriously. I am not a very serious guy. :-P

Bagpuss

08-18-2006, 06:37 AM

I can sort of see both sides. There is nothing worse than being sent round and round and round some telephonic hell trying to find someone who knows what is going on. On the other had there are some very strange people out there.

Several years ago I worked for quite an unmarket department store in London. We got the strangest of calls. One woman wanted to know if we sold wellies, I checked a few concessions and no we didn't. Then she said 'but I need them now, where else in South Ken would sell them'. I suggested a few places and she said - 'no I don't like that place, oh I've never been there...' and then she was deeply affronted when I suggested that she called directory enquires!

But the best call is the woman who phoned to ask how much the red dress in the window was. So I asked which red dress - just 'the red dress'. So I called some people in window dressing and asked about the window displays. There were no red dresses. So I asked the woman where she was. She was looking at a completely different shop. So explained where we were and that it was a different shop. She said 'just put me through'. So I explained that it was a different shop with a different telephone line and she would have to call them and no, I didn't have the number. Pause. Then she said 'have you put me through yet'. I explained again. I used small words. She still didn't get it. So she swore at me and called me stupid (me? I'm not the one that doesn't understand that all shops are not on the same telephone line) and slammed the phone down...

Kass

08-18-2006, 10:32 AM

It's not a win or lose situation, but I most definently do apperciate Kass' suggestions and I will try implement them in the future. Thanks.

Ditto on the win/loss thing and the Mortal Kombat reference was lost on me too. You're welcome.

08-18-2006, 02:47 PM

Aw... no love for Mortal Kombat!

erised

08-18-2006, 10:06 PM

She was looking at a completely different shop. So explained where we were and that it was a different shop. She said 'just put me through'. So I explained that it was a different shop with a different telephone line and she would have to call them and no, I didn't have the number. Pause. Then she said 'have you put me through yet'. I explained again. I used small words. She still didn't get it. So she swore at me and called me stupid (me? I'm not the one that doesn't understand that all shops are not on the same telephone line) and slammed the phone down...

haha. I used to work in a store that was in the same shopping center as a movie theater, and you wouldn't believe how many people called and asked me what was playing at the movie theater. When I told them I didn't know, they'd ask me to go look out a window. I wouldn't ever do it, so then they'd want to know the name of the theater (there are 2 chains here-- Regal and Carmike) and/or the phone number. This was just a $1 theater, and that's all everyone calls it- The $1 Theater, so I really didn't know the name. Then they'd get mad at me for not knowing. What I always wondered was, if they went to the trouble to look us up in the phone book, why not look up the theater? Once you look us up you get our address, and then you know what street the theater is on...