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#Post#: 14469--------------------------------------------------
Re: Call center workers!
By: Luci Date: September 24, 2018, 2:22 pm
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[quote author=Kiwipinball link=topic=701.msg14434#msg14434
date=1537761900]
[quote author=puppylove link=topic=701.msg14431#msg14431
date=1537756734]
You really need a forum reminding you to behave when calling CS?
:o
[/quote]
I don't need a reminder to not curse at people or anything, but
I am sometimes really (justifiably) angry at the company and for
me it doesn't hurt to have some reminders to do my best to
control my frustration/anger. I would never yell at people and I
don't think it's bad if they can hear how frustrated I am, but I
also don't want to take out my frustration on people who are not
the cause, however justified my frustration is. So it's a good
reminder.
[/quote]
Thanks to everyone who understood my statement. This response is
exactly what I meant.
#Post#: 14488--------------------------------------------------
Re: Call center workers!
By: Rose Red Date: September 24, 2018, 4:53 pm
---------------------------------------------------------
I dreaded whenever someone says "I'm so-and-so's
daughter/spouse/parent."
No, I will not talk to you unless you're on the account. I don't
care who you are. No I don't think you're lying, I fully believe
who you claim to be, but you are not on the account. Yelling and
cursing won't make me break the law.
#Post#: 14541--------------------------------------------------
Re: Call center workers!
By: bigbadbetty Date: September 25, 2018, 6:25 pm
---------------------------------------------------------
I don't take calls, but I work closely with the IT Help Desk.
The IT Help Desk first line of support tries to resolve it. If
they can't help, they gather the relevant information and send
it to the second level. If second level can't help, it get
escalated to my team. Most of cases I deal with are fellow
employees who are have difficulty or need changes to their
accounts. All calls are recorded (this is announced in the
greeting). We had a special snowflake that was "too busy" to
give the relevant information to the first line of support. She
was really mean to the poor person that answered. The agent
could not help her nor escalate the case because she did not
have the information. The "busy" caller then called back 4 times
to say she needed her things fixed because she is so busy and
continued to be really rude. They eventually got enough
information and then were able to help her. Well, the busy
caller's supervisor was not too pleased once the recordings were
emailed to her.
#Post#: 14677--------------------------------------------------
Re: Call center workers!
By: DaDancingPsych Date: September 27, 2018, 10:04 am
---------------------------------------------------------
[quote author=Rose Red link=topic=701.msg14488#msg14488
date=1537826011]
I dreaded whenever someone says "I'm so-and-so's
daughter/spouse/parent."
No, I will not talk to you unless you're on the account. I don't
care who you are. No I don't think you're lying, I fully believe
who you claim to be, but you are not on the account. Yelling and
cursing won't make me break the law.
[/quote]
I feel for the caller in this situation. No, you should NOT
break the law, but sometimes someone is calling on their behalf
in the attempt to make things go more smoothly. My dad is hard
of hearing, so if I or mom make the call things tend to go
better. My aunt is a wonderful and harmless flake. If I or mom
make the call, the agent's day will be much less confusing! ;D
I get it. When you tell me that you need to speak with dad or
aunt, I can pass the phone on. When possible, I really
appreciate when the agent tells me that I can continue if I get
the correct person on the phone to give permission. This allows
me to explain to dad/aunt why they are jumping on the call and
again... makes things sooo much easier! :)
#Post#: 14680--------------------------------------------------
Re: Call center workers!
By: VorFemme Date: September 27, 2018, 11:06 am
---------------------------------------------------------
I am still frustrated from yesterday's call to the local
newspaper. I tried phoning in to check something, only to find
out that the delivery address on "my" phone number was way off
(four digits instead of five and started with a "2" instead of a
"1" - that's a lot of blocks different!
Phoned in only to be told that there was a second address, a
second phone number, and a second name on the account. It was
similar to VorGuy's brother's name - but the street name as well
as the street number in the address and phone number were both
very different.
No explanation as to how someone we don't know who is NOT
related (the last name is common enough that a search on BIL's
first and last name pulls up 60 odd people in this state). They
wanted BIL to call in and remove himself, but it wasn't BIL. I
don't think that calling a stranger with the same name (but
twenty years older, according to the search) and asking them to
take themselves off my account is going to go well, even if the
older gentleman has all of his mental marbles together...I don't
know that a random stranger on the phone is going to be taken
seriously.
But apparently the call center can't or isn't supposed to make
calls out to check on accounts that have gotten folded together
by mistake.
BIL and his wife did live with us for about ten weeks last year,
after Hurricane Harvey flooded their house. I though that they
were going by their house every day (on their way to work or
when they were there to make daily checks on progress with the
repairs) and picking up their newspaper, though, because it did
not start showing up at our house. I don't think that the guy
with the same Firstname different middle initial Same last name
didn't try switching his service to our house, though - as he is
not a known relative...it is a non uncommon last name.
What happened and why may never be known - no notes on the
account - and I'm still not sure that I got it straightened
out....it's been long enough since Easter that I'm out of
chocolate bunnies - guess I need to find another hollow
chocolate sculpture to use. Wonder what the Halloween candy
aisle has in stock?
#Post#: 14684--------------------------------------------------
Re: Call center workers!
By: lakey Date: September 27, 2018, 11:47 am
---------------------------------------------------------
[quote]
Re: Call center workers!
« Reply #11 on: September 24, 2018, 04:53:31 pm »
Quote
I dreaded whenever someone says "I'm so-and-so's
daughter/spouse/parent."
No, I will not talk to you unless you're on the account. I don't
care who you are. No I don't think you're lying, I fully believe
who you claim to be, but you are not on the account. Yelling and
cursing won't make me break the law.
[/quote]
I find this interesting because I took care of all of the
financial matters and bill paying for my late parents who had
lived into their mid to late nineties and had dementia and
hearing issues. There are a lot of people out there who aren't
able to take care of their own affairs. Companies have policies
in place to deal with this. I never had problems with utilities,
but financial institutions, understandably, had very strict
rules, including needing a paper copy of the power of attorney.
Maybe if your customers had listened to you instead of arguing,
they would have known what to do to get matters taken care of.
#Post#: 14695--------------------------------------------------
Re: Call center workers!
By: Rose Red Date: September 27, 2018, 2:28 pm
---------------------------------------------------------
[quote author=DaDancingPsych link=topic=701.msg14677#msg14677
date=1538060685]
[quote author=Rose Red link=topic=701.msg14488#msg14488
date=1537826011]
I dreaded whenever someone says "I'm so-and-so's
daughter/spouse/parent."
No, I will not talk to you unless you're on the account. I don't
care who you are. No I don't think you're lying, I fully believe
who you claim to be, but you are not on the account. Yelling and
cursing won't make me break the law.
[/quote]
I feel for the caller in this situation. No, you should NOT
break the law, but sometimes someone is calling on their behalf
in the attempt to make things go more smoothly. My dad is hard
of hearing, so if I or mom make the call things tend to go
better. My aunt is a wonderful and harmless flake. If I or mom
make the call, the agent's day will be much less confusing! ;D
I get it. When you tell me that you need to speak with dad or
aunt, I can pass the phone on. When possible, I really
appreciate when the agent tells me that I can continue if I get
the correct person on the phone to give permission. This allows
me to explain to dad/aunt why they are jumping on the call and
again... makes things sooo much easier! :)
[/quote]
It's fine if they're right there to give permission. My problem
is when the account holder is not there. I don't even mind if
they accept a no and call back later with the account holder.
But I dread the yellers because you can't reason with them.
Believe me, I understand. My parents don't speak much English.
So my name is on their accounts or we go to the place of
business in person. I don't call businesses out of the blue
demanding information because "I'm her daughter! It's fine tell
me their balance!"
[quote author=lakey link=topic=701.msg14684#msg14684
date=1538066868]
I find this interesting because I took care of all of the
financial matters and bill paying for my late parents who had
lived into their mid to late nineties and had dementia and
hearing issues. There are a lot of people out there who aren't
able to take care of their own affairs. Companies have policies
in place to deal with this. I never had problems with utilities,
but financial institutions, understandably, had very strict
rules, including needing a paper copy of the power of attorney.
Maybe if your customers had listened to you instead of arguing,
they would have known what to do to get matters taken care of.
[/quote]
Exactly. We understand about elderly parents and whatnot. But we
need to cross out t's and dot our i's. Otherwise, anyone can
claim a relationship and you'd be cleaned out. We aren't trying
to be mean. We are trying to protect you.
#Post#: 14713--------------------------------------------------
Re: Call center workers!
By: Aleko Date: September 28, 2018, 4:47 am
---------------------------------------------------------
[quote]Exactly. We understand about elderly parents and whatnot.
But we need to cross out t's and dot our i's. Otherwise, anyone
can claim a relationship and you'd be cleaned out. We aren't
trying to be mean. We are trying to protect you.[/quote]
Absolutely! When my MIL was phone-scammed, she was
understandably in such a dither that she didn't even feel up to
ringing her own bank about it. So I had to call them for her,
explain the situation and say 'Now I'll hand the phone to MIl so
she can identify herself and tell you herself that it's OK for
you to speak to me, please speak slowly because she is upset'
and when they had done that she handed the phone back for me to
do the business. OF COURSE they wouldn't just talk to me without
clearing it with her first! And **** right too!
#Post#: 14734--------------------------------------------------
Re: Call center workers!
By: DaDancingPsych Date: September 28, 2018, 9:42 am
---------------------------------------------------------
[quote author=Rose Red link=topic=701.msg14695#msg14695
date=1538076493]
[quote author=DaDancingPsych link=topic=701.msg14677#msg14677
date=1538060685]
[quote author=Rose Red link=topic=701.msg14488#msg14488
date=1537826011]
I dreaded whenever someone says "I'm so-and-so's
daughter/spouse/parent."
No, I will not talk to you unless you're on the account. I don't
care who you are. No I don't think you're lying, I fully believe
who you claim to be, but you are not on the account. Yelling and
cursing won't make me break the law.
[/quote]
I feel for the caller in this situation. No, you should NOT
break the law, but sometimes someone is calling on their behalf
in the attempt to make things go more smoothly. My dad is hard
of hearing, so if I or mom make the call things tend to go
better. My aunt is a wonderful and harmless flake. If I or mom
make the call, the agent's day will be much less confusing! ;D
I get it. When you tell me that you need to speak with dad or
aunt, I can pass the phone on. When possible, I really
appreciate when the agent tells me that I can continue if I get
the correct person on the phone to give permission. This allows
me to explain to dad/aunt why they are jumping on the call and
again... makes things sooo much easier! :)
[/quote]
It's fine if they're right there to give permission. My problem
is when the account holder is not there. I don't even mind if
they accept a no and call back later with the account holder.
But I dread the yellers because you can't reason with them.
Believe me, I understand. My parents don't speak much English.
So my name is on their accounts or we go to the place of
business in person. I don't call businesses out of the blue
demanding information because "I'm her daughter! It's fine tell
me their balance!"
[/quote]
Yellers are a different story. I am struggling to imagine a
situation where it would be considered acceptable to yell at a
call center worker. Telling me that you have to get verbal
permission from the account holder to speak with me? Nope... not
an acceptable reason.
#Post#: 14787--------------------------------------------------
Re: Call center workers!
By: Reika Date: September 28, 2018, 6:35 pm
---------------------------------------------------------
[quote author=DaDancingPsych link=topic=701.msg14734#msg14734
date=1538145763]
Yellers are a different story. I am struggling to imagine a
situation where it would be considered acceptable to yell at a
call center worker. Telling me that you have to get verbal
permission from the account holder to speak with me? Nope... not
an acceptable reason.
[/quote]
From too many years in retail and call centers, the yellers
either don't consider us people or so far below them that
courtesy doesn't matter to them. At least that was my takeaway
from it considering the terms they addressed me with.
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