|
froglet posted:Yesterday I got shouted at by a customer because I wouldn't help him set up his networked printer. I'm Tier 3 for our ISP and we don't do that. I've only been working here a few months and I've already had threats of the company being sued because of me, service disconnects and whatall. Most of the time I can calm irate customers down and fix their issues. probably 75% of pissed off customers I get are because Tier 1 or sales lied to them about what they're getting, or somehow royally hosed their account. Then I get calls like this: Me: Thank you for calling, how can I help you? Them: I want you to fix my loving modem. Your service is so loving terrible I've called in so many times about this. *checks account records, no notes for 3 months* Me: I apologize for the inconvenience, <account verification between us here> Me: Okay, in your words what is going on? Them: 10 minutes of bitching about how terrible our service is without actually saying what the problem is. While this is going on, I see that their router isn't showing up in our equipment. Me: Okay, I looked at the equipment through our tools, and I see that your router.. Them: IT IS NOT MY loving ROUTER, IT'S YOUR GODDAMN STUPID SERVICE WHY THE gently caress ARE YOU SO GODDAMN STUPID. At this point it's back and forth just trying to get him to unplug his poo poo, he says he did, lots of cussing, him not doing a drat thing. He finally comes off with this. Them: Can you even fix my loving service, or are you just too stupid? I'm just going to go to another company so note the account so I don't have to pay the disconnection fee. Me: No sir, I cannot fix your problem because you refuse to do basic troubleshooting so I can see where the problem is. There is no fee to disconnect your service, so I'll go ahead and get you over to our Retention department to take care of that for you now. Thank you for calling *hold**transfer*. Afterward I found out it's policy that if they curse at us, we can warn them 3 times then disconnect the call, and if they threaten us we can disconnect the call immediately.
|
#
¿
Oct 30, 2011 20:43
|
|
|
|
| # ¿ Apr 25, 2024 08:05 |
|
|
As for all the customer threat poo poo, thank god my company isn't completely stuck up their own asses with that. If they're cursing, I have to warn them three times then tell them I'm hanging up then do so (And document the poo poo out of it). If they straight up threaten me, it's an immediate hang up and contact supervisors. I get calls all over the place. Some customers are happy as poo poo to give you any information you need, while some loving hate talking to people. Then you get the dipshit that runs 19 loving devices on his network, complains about slow internet, come to find out he's also using a load balancing router to pull from us and ANOTHER ISP, then refuses to hook a single computer up to our router to test the connection. This is on a residential line where we support only a few computers, and our Acceptable Use Policy clearly states that you cannot use this connection to make money. Then people bitch because their connection is down and they can't work from home or run their home office. No I don't give a flying gently caress, you're using a connection designed for entertainment. Yes, it's up most of the time. No, flipping out on me and threatening to run to DSLReports.com is not going to get me to send a loving technician to support your loving multi tiered network. Either follow our support guidelines or don't get support, or go to Business Class like you're supposed to.
|
|
#
¿
Nov 24, 2011 07:11
|
|
|
I know the answer to this, but this is a rant thread, right? Why in loving hell does a large ISP send technicians (Inhouse no less) to a house to work on someone's wireless network that has NO loving CLUE on how to set up a wireless network, and some have NO CLUE on how to even run a goddamn computer. I literally spent 45 minutes walking one of our techs through how to connect to a wireless connection.
|
|
#
¿
Jan 4, 2012 21:30
|
|
|
trunkwontopen posted:Because they have relatives is cushy office jobs in the corporate offices of said large ISP. Yeah, it's pretty bullshit. The guy sounded old as gently caress. This company takes pretty good care of it's employees in terms of benefits, but when it comes to actual support help we get lovely programs that break, lovely techs that are stupid (I was so glad to get a field tech who had a wifi analyzer on his smartphone), no way to change anything. I can't wait to get out of this job, but there's nothing closer and driving an hour sucks, and the bigger cities with more jobs are a longer drive.
|
|
#
¿
Jan 5, 2012 19:36
|
|
|
Hah! For some reason, being unintelligible and swearing gets you straight to Tier III at my company. I also can't believe how loving lazy some people are. I had a customer that had a ticket escalated for some reason or another. I sent an email to the guy who escalated the ticket because I'm not working for the next 3 days. His response was "ticket number"? You have the loving account information right GODDAMN THERE. It literally takes 30 seconds to get into the history of the account and get the ticket number yourself. So yeah, another customer gets to be pissed off because another stupid fuckwit doesn't want to do their job. Though my favorite call this month was a few days ago. This was at 9:30 at night. On a Thursday.  Thank you for choosing my company. This is Gothmog1065, how can I help you? My internet is down. Okay let's get your account up *pulls up account, gives all information, security, no issues* Okay sir, I see some things on your account. Ah yes, it looks like you're having a bit of a signal issue. I apologize, I can't do much from here, but we can get a technician out there. When? I don't have the schedule in front of me, but there's a possibility of tomorrow, but more than likely the day after.  I want a TECHNICIAN OUT HERE RIGHT NOW. He literally started the last line in a perfectly happy voice, and was screaming by the end of it, and for the rest of the call. He also threatened to have 3 major direct fiber lines in 3 cities cancelled because he could. Mind you, he hadn't called in about his internet in the past year. Last call was a few months back where a set top box had gone bad. About 10 minutes of this call was this:  I am so inconvenienced by this and you need to get someone to fix my service RIGHT NOW. This is an ongoing issue and I have had nothing but trouble from your company and you need to fix it RIGHT NOW. I HAVE IMPORTANT BUSINESS DOCUMENTS I MUST SUBMIT TONIGHT.  I'm sorry sir, but our residential service is not guaranteed. If you would like guaranteed service, I can get you to a Business Class specialist. Otherwise you need to wait for a technician, and there is no availibility for anyone to come until Saturday (this was a Thursday), or Sunday morning. YOU WILL NOT INCONVENIENCE ME. This service blah blah.Took me another 30 minutes to actually get him scheduled. He, of course, called back in bitching the next morning. I still wonder if those large business contracts were cancelled because I couldn't get him a tech on his residential line at 9:30 at night.
|
|
#
¿
Jan 31, 2012 07:56
|
|
|
BlackIronHeart posted:My call center has decided that, due to business needs, they're going to be putting split-hour shifts in our next bid. So some people are going to be working from 9am-1pm and 6pm-10pm each day. I guess in a bad economy, you can just do whatever the gently caress you want with your employees. My place does this, but all split shifts are also work at home.
|
|
#
¿
Feb 1, 2012 01:22
|
|
|
I'm so disappointed in how corporate our call center has become. Not only did they automatically disable Call Forwarding, Anon Call Rejection and something else on the phone and force customers to go to our crappy website to turn it on, they just took away an internal website that we used. This website was fast and had tons and tons of information and helpful links and things for us to use. They took it away. Why? "To fit better within Corporate Guidelines." That means we now have to use a website that is slow to respond, information CONSTANTLY moves without notice (Bookmark a link and a week later the link name changes, now you have to use their inherently retarded search engine to find it and rebookmark it, only for it to change a few weeks later). On top of that they changed how we are rated to make extra money and keep our jobs. The way it used to be, I did fairly well. Now I can't make their "minimum" requirements because two of the ratings are how often we send technicians and how often a "customer" calls back. No matter what they call back for (Even if it's a completely different issue), and also the techs that we regularly talk to count in this field. Blah, time to kick the job search into high gear.
|
|
#
¿
Feb 16, 2012 16:32
|
|
|
Loving Life Partner posted:Everything is pretty spot on, though it should have touched on how if you demand to speak to a supervisor, you probably don't even get one. I love this part, because I know how many "levels" of "supervisors" there are. You have us > The leads (The actual technical supervisors) > The actual "supervisors (The guys who sit in cubicles all day) > The Department Manager > The Department director > FINALLY out to the Regional Vice president's office. These are the guys who basically fire you from being a customer. "I'm sorry, we've done everything we can to remedy the problem, and it seems to not be able to be fixed. Therefore, we request that you find service else where, a technician will be by tomorrow to retrieve your equipment and shut off your service". That's the job I want. quote:It amazes me that most of you work for companies that don't pay commission at all. What incentive do you have to work hard? I get paid commission on each sale, so I work my rear end off to try and sell as much as I can as fast as I can. Hell I hope I don't get asked to move up because I've been doing this for 5+ years and know how to sell, so I make more then most of my managers without having to stick to a strict work schedule.
|
|
#
¿
Feb 17, 2012 07:32
|
|
|
This.. This just happened in our chat.. people become less inteligent over time i truely belive the avg ancient greek was miles ahead of us common sense and knowlege mabye not tech but just smarter over all And spelling and grammar as well? fact i have a degree from unc and i cant spell a dang
|
|
#
¿
Feb 29, 2012 21:01
|
|
|
I have never had a job physically make me ill, or this angry. These people sit here and fap off to metrics and limiting troublecalls, but we get calls from our tier 2 with offline modems, which should all have troublecalls there (We can only send out 1.8ish trucks per 10 to get any sort of "bonus". I regularly get 3 trouble calls that should have been done elsewhere per day (I take 30ish calls a day). THEN on top of that, a technician that's too stupid to call another number on a house is going to hit that metric AGAIN, AND my FCR (First call resolution - Another bullshit metric). I know there's a problem when I sit down before work, read one email and I"m immediately about to throw my loving keyboard because of how loving stupid people are. God I hate this job and my customers so much. Oh yeah, and the customer yesterday: "I will not be inconvenienced to go to the front office. The people are too poor to mail their checks or have bank accounts, and have to use cash money in and I feel like I have to get a hepatitis shot every time I leave there."
|
|
#
¿
Mar 21, 2012 17:59
|
|
|
miryei posted:I've never figured out what these people are doing before calling me, that doesn't involve a computer, than convinces them that our website is down. I like to think that they're trying to log on using the microwave. Any thoughts? Smartphones, Ipods, tablets, anything that can access the internet really. Many don't consider these "computers".
|
|
#
¿
Apr 10, 2012 02:46
|
|
|
sbaldrick posted:I don't understand call centres like this. Who cares what the people who work in them wear? The call center I work at doesn't have a dress code per se. More of a "wear some sort of clothing covering your crotch and chest" type of dress code. The Tier 1's across the parking lot have to wear "business casual". Sucks to be them.
|
|
#
¿
Apr 17, 2012 06:41
|
|
|
miryei posted:edit: Tier 2 was never told about this policy. We started getting a lot of weird calls, then a coworker noticed a Tier 1 giving out the direct number. The coworker pointed that out to the T1 manager, who replied, "Oh yeah, he's doing that because I told them to"
|
|
#
¿
Apr 21, 2012 23:25
|
|
|
Well, I might be taking a step sideways, but up from what I'm at. Just got a job interview with a restaurant (Why can I never spell that word and the spell checker never find it?) chain. Smaller customer base, no forced sales for technical support and I will actually know my customers. 58 stores. Probably much more free time. On call every 2nd weekend. It can't be any worse than the goddamn retards I talk to right now. Oh, and plus travel. I get out of the office to go fix things on site.
|
|
#
¿
Apr 30, 2012 19:54
|
|
|
I am now sitting about 20 feets from an impromptu concert. They're singing. I cannot hear my customers. WHY ARE THEY SINGING. So loving loud.
|
|
#
¿
May 2, 2012 15:12
|
|
|
It's funny how little these companies give a gently caress about metrics. They just make you follow them, even when poo poo that shouldn't affect it does. Recently, we've had a rash (Past two days I could probably get 200+ examples) of some of our older MTA modems failing. They are old Docsis 1 modems and should have been replaced years ago. The best part of this is that the company just had a big drive to clear out old docsis modems. These were nto included. So now we have to reset the modem and try to convince the customer to swap it at a local office, which rarely works. I've had 8 trouble calls because of this today. Others have had more. I guarantee everyone has had 3-5 of these modems a day since this problem started. What is management doing to make sure that this problem that shouldn't have been ours in the first place is fixed? Not a goddamn thing. So now the metrics that control our bonuses and possibly our jobs are being hit hard with no way to alleviate the problem.
|
|
#
¿
May 11, 2012 01:50
|
|
|
It still boggles my mind on how loving hard it is to understand "Put one end of a telephone cord in your phone and another in the modem"
|
|
#
¿
May 26, 2012 21:41
|
|
|
Thankfully we are told to not give out our last names to customers for our security. We are even allowed to create a separate email account on our ISP's residential accounts to email things to/from customers, and one is provided that we can all check. I think most companies do the firstname.lastname@company.com. My mortgage company, bank and pretty much everywhere else does that, with a few exceptions. If a customer demands information about us, we give our Employee ID number. I've only had one person to whom that wasn't good enough and I flat out told her that for my security and safety as well as that of my coworkers, I was not giving her anymore relevant information, she would have to contact corporate for any further assistance. Suffice to say, she wasn't happy. e: As for the scripts, my department barely had any scripts, and they just relaxed it further. We used to have to do an opening script, closing script and any scripts for trouble calls. Now we just have to do our trouble call disclaimers, and first name. That's it. It's so loving nice. Now the rest of the retardation... Gothmog1065 fucked around with this message at 06:02 on Jun 11, 2012 |
|
#
¿
Jun 11, 2012 05:59
|
|
|
Well, I think I just started an interdepartmental war (Okay, not that bad). Basically my service in my small town is poo poo. There's a problem with the signal fluctuating in our node, which affects quite a few people. It happens the exact same everywhere, not just for me. Working for the tier 3 support has it's bonuses, this is one of those times. So I moved, called in TC, had maintenance done. Well, I went and got married so I haven't really been at home to call back in. I finally asked a lead what the best thing to do. He scheduled a maintenance work order, which skips a regular technician from coming to the house. The dispatch department rejected the call, giving some bullshit excuse. My department leads (3 of 4 of them) got pissed. A few emails later, contact to my department director, I got my maintenance work order. I like to pretend, because it makes me feel good that the leads were getting pissed in my favor.
|
|
#
¿
Jul 6, 2012 14:52
|
|
|
You know, I'm probably going to get fired for this, but I have now successfully had multiple calls resolved and troubleshooting completed because when a customer threatened to leave and go to x company, I promptly stopped troubleshooting. One of them are either going to complain or actually leave, but at this point in time I don't care, it feels good to get a customer to quit being a goddamn prick to me and actually do what I tell him to fix poo poo. It's been so hard getting out of this job, I got close once, but the company "restructured" and that one was gone. I see people here for 10 years and go "gently caress that", but I have a feeling I'm going to be one of them.
|
|
#
¿
Jul 8, 2012 02:00
|
|
|
Today it's one of those days that's it's really loving hard not to just send my super an email, clock out and bounce for my 3 day weekend. I'll force myself to stay for the hour and a half. I am happy I found two jobs sites I've never heard of. Sent one internal application in (I just want off these loving phones) and 4 out to other businesses, some I'm not even qualified to apply to in hopes that something else will come up.
|
|
#
¿
Jul 15, 2012 00:23
|
|
|
JackRabbitStorm posted:Got a job offer for a job with practicality no commute, a nice raise, no weekends. It just sucks that I planned on using this as a stepping stone (And a source of real money), and now I'm mired in this poo poo, and basically this experience can't get me anywhere else. gently caress. Gotta work on certs I guess.
|
|
#
¿
Jul 27, 2012 16:47
|
|
|
JackRabbitStorm posted:Gothmog1065, thats how almost all of us start. I got my job at the call center and was ecstatic, it was job security and a nice paycheck. But don't become a lifer.
|
|
#
¿
Aug 3, 2012 22:15
|
|
|
It's amazing how a company can lose 20 people, let half of our tools stop loving working, then wonder why we have a service level of <1%, and we have 50-60 people in queue constantly. And nothing is being done. Nothing.
|
|
#
¿
Aug 4, 2012 17:44
|
|
|
Fizzle posted:I'm coming up on 4 years, I really need out for my sanity, but I can't find anywhere else that has comparable pay/benefits.
|
|
#
¿
Aug 4, 2012 19:17
|
|
|
Lord Windy posted:I work at one of their call centres, Apple is actually really good to work for, at least in the AsiaPac region. No call centers for apple any where near me (Asheville NC and Charleston SC are the only two). I just got another interview for another "help desk" position, but it's for a furniture manufacturing, and I'll be much more involved in the networking side of things other than just listening to people scream at me all day. It's funny though, I think the leadership at my department (Who I might add, for the most part are actually pretty awesome. Most of the employees are there) may be realizing they should have been pushing for people earlier. It seems like there is a mass exodus in our department, I know of at least 6 others that applied for the WAH Apple position, and one of the "lifers" just left. The past few weeks, even the past month have been hell as we've been slammed in call volume, and they're just now hiring people. At the rate their experienced techs are leaving, they won't have much choice. The worst thing is I consider myself pretty drat awesome on the phones. Most of my customers leave happy, and I love helping other people, training them and whatnot. I can't do any actual mentoring for anyone because I have been out 5 times in the past 6 months (Two with legitimate medical reasons), and late twice (By less than 15 minutes), so I got a "written warning" and can no longer officially mentor other agents. The head trainer there said she'd love to see me mentoring, thinks I'd be great at it. The problem is, I don't think I was ever on any lists to mentor or help agents. I don't think my supervisor ever did it, and every time I asked he was exceptionally non committal about it. The one thing I was looking forward to this next class (Even before I was "exempted" because of the warning) was never there. Even before I was out this last time, I was never let to mentor. It kind of pisses me off pretty badly. Hopefully this interview will pan out.
|
|
#
¿
Aug 6, 2012 22:45
|
|
|
skipdogg posted:I couldn't do it. I had these insane impulses to walk over to agents and start bashing them over the head with a nerf bat until I beat the stupid out of them. My personality couldn't deal with it. In fact I never once wanted to get promoted inside of call center ops, I waited and waited until a corporate gig opened up and got the gently caress out of the call center side of things. I want to do this to a guy and I don't QA. Listening to that fucker spew poo poo about how a small (Category 2) hurricane destroyed the power grid so bad it affected power in a huge city 400 miles away, or how the government is forcing wireless manufacturers to make their modems less powerful on the wireless side so they only cover a certain area. I really need to start my list back up of "Troyisms". How the gently caress he's still a Tier 3 agent I don't know.
|
|
#
¿
Aug 16, 2012 13:25
|
|
|
Tennis Ball posted:If a power plant gets destroyed/goes down unexpectedly it can have pretty far reaching consequences. The U.S. grid is all tangled together and not very robust. I'm not talking plants, I'm just talking some lines and poo poo that get taken down. I know a plant going down can cause rolling brownouts across a few grids as they try to keep up with the demands until the plant is back online, but just some downed lines shouldn't cause that.
|
|
#
¿
Aug 19, 2012 19:02
|
|
|
I care so little for my job right now, and it's starting to show on my calls. Had a call yesterday which may very well get me fired. The woman calls in, pissed as all hell. This is the conversation: Her: My box doesn't work. Me: Which box? Her: You know good and drat well. MY cable box. Me: So you're having issues watching TV? Her: MY TV IS JUST FINE IT"S YOUR BOX. Me: So you're not having problems with the internet or phone? Her: NO DO NOT ACT STUPID IT IS YOUR GODDAMN CABLE BOX. An argument ensues over the use of "TV" in a general sense. So whatever. Hook her poo poo up, not working right. HDMI picture is flashing on and off. Decide to send a tech, she's not happy because of the $30 fee to send a tech out because it's a kit you install yourself (Basically if it's us we waive the fee, if you're a retard you pay $30). Then she starts railing me about how lovely the instructions are. How she can't understand them. How horrible we are as a company because she can't give out instructions people can understand. It slipped out before I could stop myself. Very few of our customers actually have issues with the instructions.  WHAT THE gently caress ARE YOU TRYING TO SAY ABOUT ME I AM GOI-*click*.It felt so good though.
|
|
#
¿
Sep 1, 2012 22:52
|
|
|
A coworker of mine and I talked about this. We were both jumping the overtime train when we started, easy money right? Neither of us will take it unless we're forced (Holidays and stuff). I'll work hard at a job I like, and when people actually show me that they see I'm trying. I just can't do that for this job, it's constantly "Work harder, faster, better. It's never good enough, keep trying harder!" Then I found out it was our director who was having bullshit that we shouldn't be dealing with routed to us.
|
|
#
¿
Sep 4, 2012 04:15
|
|
|
Fizzle posted:(I was making $29 an hour as a tech support rep) Jesus christ.
|
|
#
¿
Sep 7, 2012 20:46
|
|
|
obscurehaven posted:I work for Wells Fargo's customer service call center and man... ever since they added this script we HAVE to say in the beginning of the call to inform the customer we are going to pitch a sale, my numbers have been slaughtered. I used to before be able to throw a sale in as a service or need now it's "hey, I'm a salesmen and your a number customer, do you want to listen?" Either way, I think I"m on the shortlist for work at home with my current company. I don't know if this is a good or bad thing.
|
|
#
¿
Sep 17, 2012 05:26
|
|
|
Well, as of today, I hate my job a little less. I guess all my whining and bitching got me on the list of people who can mentor the new hires. So today I get to set behind someone with my headset on, listening and not doing much else. Time to use my cellphone charger.
|
|
#
¿
Sep 21, 2012 13:13
|
|
|
martyrdumb posted:When I started this job, there was plenty of downtime between nearly every call, every day. It was vanishingly rare to have anyone on hold. We always have calls on hold now, and no downtime. None. People are starting to camp out in ACW for multiple minutes after every call they take. But I'm sure it's only a matter of time before they start live-monitoring that, too. All I know about that is that our call center does live monitor "outbound". I think my call center is slowly going to a hybrid Tier 1/3 system. I know when I first started, any cable TV calls were immediately sent back to Tier 1 to handle. Now we must handle all cable TV calls, and they're hiring Tier 1's who know absolutely jack poo poo about computers. They still haven't trained us on basic cable calls. We "learn as we go" and that's the only training we get. They keep changing our metrics though. We just went from 3/4 of our "corporate" metrics being poo poo that customers control (Trouble Call Rate, First Call resolution, CSAT scores) to down to one (CSAT) with the others being hold time, outbound, etc. Guess I should be glad they change metrics when nobody meets them.
|
|
#
¿
Sep 24, 2012 15:41
|
|
|
It's amazing what the proper number of people will do for a call center. not two months ago we went from 5 leads to two, and a huge drop in agents. We've since hired 3 new leads, 23 new agents and have another group of 20+ on the way. We're also hiring 2 new supervisors and 2 new leads (So we'll have 9 supervisors and 7 leads), and with 50+ new agents on the phone, we might actually have availibility again! The problem with this is I get a sense of foreboding. We just went through a huge east coast site merge which means I have access to all accounts on the east coast, and we just took training to take the New York City calls (Which used a different billing system). I have a feeling they're going to merge so we all take calls for the entire region, then slowly start dropping other groups out. This is both a good and bad thing IMO. We'll see how this plays out though.
|
|
#
¿
Oct 12, 2012 00:14
|
|
|
They finally let me in on "lead assist", which is helping out when we're short handed on leads. It still amazes me how differently people act when they're talking to a "supervisor". I might see if the lead positions are still open and apply for it even though I probably won't get it. It is nice getting a 30 minute - hour long break off of calls once or twice a day. Still looking for another job. The drive is still loving murder.
|
|
#
¿
Oct 27, 2012 13:19
|
|
|
Dear ISP: If you're going to mail out these DTAs, make sure the trucking things work. Also get your stupid rear end goddamn warehouses to actually add them to inventory. Dear Customers: Hook all of your new DTAs up AT THE SAME GODDAMN TIME. It's not diffcult, now you're going to be extra bitchy because you have to call back another 4 times because you only want to hook them up one by loving one. This is the biggest pile of poo poo I've seen this company do so far. And it's not one issue, as soon as one thing gets fixed, another breaks. e: I'm regretting this overtime I asked to pick up. The bonuses for taking it are pretty awesome though. Gothmog1065 fucked around with this message at 00:51 on Dec 17, 2012 |
|
#
¿
Dec 17, 2012 00:46
|
|
|
In my free time I like to browse DSL reports and laugh at the idiots and occasionally proffer help. Then I ran across this guy. How the gently caress do these people get out of these hospitals?
|
|
#
¿
Dec 27, 2012 19:07
|
|
|
The worst part is he is CONSTANTLY posting there about new speeds and crap and they're all fake. He photo shops the speeds. It just makes me wonder what this accomplishes or why. I've talked to plenty of people with disabilities, and none of them go on random forums to fake internet speeds.
|
|
#
¿
Dec 27, 2012 19:47
|
|
|
|
| # ¿ Apr 25, 2024 08:05 |
|
|
This reminded me of a sup call I took. Our system is stupid in one way. To change the platform on our modems, we have to do something in our phone system that completely resets voice mail. Which means all saved calls get lost. A lot of our agents don't mention this when doing this procedure. A woman called in pretty pissed off because they did that, and she lost a voice mail of her nephew or son who recently died. It sucked but there was no way to get those voice mails back. There's no amount of money that can make that kind of pain go away. People do crazy poo poo, and sometimes a voice mail is the only way to hear someone's voice. Had the first agent had a brain, they would have mentioned it and had her download the voice mail on her computer, but they naturally failed to mention that. I've seen a few cases of similar things, a loved one left a voice mail and they died. I think, however, that some call centers do deaden a lot of people's ability to empathize. You really have to be able to change gears between calls and not let the last caller affect your next caller (Unless it was a positive one).
|
|
#
¿
Jan 13, 2013 15:56
|
|