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pmsumner at 09:17pm on 26/10/2002
pmsumner at 09:17pm on 26/10/2002A woman, who wanted to update the logo on her phone to read "T-Mobile" and not "One2One". She explains that some people have advised her how to do it in the past, I explain if the process hasn't worked then regrettably, hers may be one of the handsets we can not update.
I told you that it wasn't possible, I explained why. Why do you then insist on saying "I've spent several years working in software so I think I know what I'm talking about" to your "husband", and get angry when I say "And I have a degree in Software Engineering, so I too know what I am talking about"? Oh - I see, once again you can give it out, but can't accept it. I see. And because it was over the phone, that makes it right?
Yes, I got cheeky. I admit - I got hooked. Badly. Your continual insistence that you know how our company works better than I do ("I know perfectly well that no managers would ever work on a Saturday"). Your arrogant tone and superior attitude. Your "get me a manager now" tone does nothing to me but rile me up - why should I even try help you out? And then your refusal to believe that I don't actually have a team manager (sorry - "superior officer") at the moment just took the biscuit. My offer to find someone to call you back was ignored, time and time again. My threats to end the call because of your reluctance to listen were ignored. So when you finally listened - what was I supposed to do?
Of course I didn't call you back, or ask anyone to. You didn't take any details apart from my name, and in a call centre of thousands - eat... my... shorts.
I would love to have been monitored on that call. Oh boy, wouldn't I just? Wonder if it's possible to get a minus score on monitorings?
I told you that it wasn't possible, I explained why. Why do you then insist on saying "I've spent several years working in software so I think I know what I'm talking about" to your "husband", and get angry when I say "And I have a degree in Software Engineering, so I too know what I am talking about"? Oh - I see, once again you can give it out, but can't accept it. I see. And because it was over the phone, that makes it right?
Yes, I got cheeky. I admit - I got hooked. Badly. Your continual insistence that you know how our company works better than I do ("I know perfectly well that no managers would ever work on a Saturday"). Your arrogant tone and superior attitude. Your "get me a manager now" tone does nothing to me but rile me up - why should I even try help you out? And then your refusal to believe that I don't actually have a team manager (sorry - "superior officer") at the moment just took the biscuit. My offer to find someone to call you back was ignored, time and time again. My threats to end the call because of your reluctance to listen were ignored. So when you finally listened - what was I supposed to do?
Of course I didn't call you back, or ask anyone to. You didn't take any details apart from my name, and in a call centre of thousands - eat... my... shorts.
I would love to have been monitored on that call. Oh boy, wouldn't I just? Wonder if it's possible to get a minus score on monitorings?
(no subject)
I know that journals are a good place to vent and spew. But I worry a bit about you. (hey, that rhymes!)
Customer service is tough work. I know, I've done it. It'll eat you alive if you let these people get to you.
Unsolicited advice alert: What I found helpful in situations like those, ones in which a power struggle may ensue, I would ask the person to hold while I researched their situation. I wouldn't actually do anything. I'd just take the time to collect myself, and then I'd go back to the call. Doing this had a twofold effect: I was calmer, and so (most of time) were they.
(no subject)
I'm pretty good at keeping it quiet most of the time, but she just got under my skin, crawled around and kept on tugging at all those strings - hard. If I didn't have more faith in humanity I could swear she was just trying to pick a fight and did very well at it.
I'm more than prepared to be polite to someone who is reasonable, maybe not even polite back to me. Don't worry about it, some people are just there to wind me up and if I rant about it, it just means that they stuck in my mind for that day :)