I work from home right now so I can dick around on reddit while taking calls. One thing I’ve noticed lately is that angry people really seem to like repeating themselves. A call I literally just had (posting on mobile again so apologies if formatting is bad):
Me: (usual spiel, thank you for calling, etc) Customer: I GOT MY PACKAGE YESTERDAY AND I HAVE TO SAY YOUR CUSTOMER SERVICE IS AWFUL! THATS NOT RIGHT TO CHARGE $17! YOURE SCAMMING US ALL…
note: item that customer ordered is about $200
Me: I apologize… that is the rate according to address, the distribution… C: NO THATS NOT RIGHT TARJAY DOESNT CHARGE DAT MUCH Me: Well, this is (company name), we’re not Tarjay.
After listening to her rant and rant about being ripped off she requested a supervisor because somehow we have the power in the call center division to change shipping rates. Yeah ok. Wait time for sup line is 15 minutes, yaaaay. I placed sup line on hold and went back to customer.
Me: I apologize, the wait is quite long, I understand you’ve been holding on the line, would you prefer to stay on the line still or I can have someone from leadership here give you a call back? C: NO NO IVE BEEN WAITING FOR 30 MINUTES EVERYTIME IVE WAITED LONG ENOUGH!!! Grumble grumble~ Me: (already fed up) right. I understand. That’s why I’m asking if you would like someone to actually call you so you don’t have to wait? C: WELL OK HAVE THEM CALL ME BACK CAUSE YOUR COMPANY HAS POOR CUSTOMER SERVICE!!! COMPANIES ALWAYS SAY THEYRE GONNA CALL BACK BUT THEY NEVER DO—- Me: I understand. I call customer service sometimes too so I understand your frustration. I actually have to set up a case so that someone will call you back by 9pm PST… ME: YEAH CAUSE THEY ALWAYS SAY THAT AND THEY NEVER DO IM NOT TRYING TO BE MAD AT YOU IVE JUST BEEN WAITING SO LONG. YEAH HAVE SOMEONE CALL ME BACK. Me: yes ma’am, I’ve already submitted your case. Someone will be—- C: YEAH CAUSE I WANT TO MAKE SURE I GET A CALL BACK CAUSE U KNOW THEY SAY THAT ALLLLLL THE TIME!!! YOUR COMPANY IS STUPID THEY SHOULD HIRE MORE PEOPLE THIS IS CHRISTMAS TIME. Me: (dgif at this point) I totally understand. We always hire plenty of seasonal associates we know we get so busy, you know, we sell lots of holiday theme stuff so we know how crazy it can get.., C: YEAH THEY HAVE SO FEW PPL WORKING I WANNA GET A CALL BACK CAUSE YOU KNOW COMPANIES ALWAYS SAY—
She went on and on about this for so long. Repeating over and over and over again. Keep in mind I still had the supervisor queue on the other line, looks like they actually picked up, and then disconnected because customer ranted for so long so now I had the sup on hold. Lol.
And all caps because she was literally yelling. Dunno if it’s speaker phone shit or maybe she just loves yelling.
Dear God please help me get through this day.