Hiya! First time posting in this subreddit, buuuut here it goes!
So, about 4 years ago I started work at my first call center, I thought it would be great. I started work at a big cell phone call center. I went through the 6 week training in the class then it was time to do mock calls. Those went well, so we were put on the phones to take calls. We weren’t worried about our Average Call Times ACT, but more focused on if we could answer the questions and get the sales pitch in at the end.
This was my second call I had ever taken from a live person, the first was just an old lady who doesn’t understand taxes being raised. So here we go! Me = M, Caller = C
M: Thank you for calling asklfjakf, my name is aldkfja how can I help you today?
C: You have two minutes to fix my problem or I’m going to get very angry.
This being my second live call ever, I’m scared. It also seemed to not pull up her information on the screen as well, so I know verification is going to take 30-45 seconds already IF the system didn’t freeze, great.
M: Can I get your phone number to get to your account?
C: You should already have that.
M: I’m sorry. It seems the system didn’t pull it up, what was the number you put into the system? C: I didn’t put one in, you should know who I am.
M: Ma’am I can’t get to your account unless you give me the number and verify it.
C: UGH fine xxxxxxxxxxx
*I’ll skip to the fun part, about 10 minutes into the call. By this time my trainer had tapped into the phone call because I’m holding back tears from being yelled at. *
C: You’re wrong that’s not what’s wrong with my bill.
M: Ma’am from what I see, you ordered something from a game site for your phone, I can’t see the specifics but it says it’s from x company. You can see these charges on your bill.
C: THAT’S NOT SUPPOSED TO BE THERE, I TOLD YOU YOU HAD TWO MINUTES TO FIX MY DAMNED ISSUE AND YOU’RE USELESS. I SHOULD JUST BOMB THE CALL CENTER YOU WORK IN YOU DON’T DESERVE THIS JOB OR TO LIVE. I’M GOING TO FUCKING KILL YOU.
So at this point I’ve muted my headset, I’m balling, I can’t understand why this woman is screaming at me and my trainer rolls up to me and does this.
T: Put her on a hold.
M: Should I tell her I’m doing so?
T: Go back, say “Thank you for holding” and press hold.
M: So I unmute “Thank you for holding.” Places on hold
This is where my trainer told me to put myself in break and take an extra break to clean myself up. She said she’d handle the call from there. I asked how long she was going to be on hold the response I got was 4 minutes, which made me smile a little.
At the end of the day, my trainer told me that she ended up hanging up on the lady and notating in the account that when she calls again to place her on hold and let a manager deal with her since she’s known for berating agents.
Long story short, second call ever I got a death threat. Cried for a good 15 minutes, and my boss got my revenge.
Stop threatening people for charges you make!