Hello from your friendly neighborhood manager, where ACS doesn’t matter and AHT is still a pain in the neck.
One of the supervisors escalaes a business decision call. These can be 50/50. Sometimes the sup is right and I’m in for a long call, other times the sup is stubborn and the call is over in seconds.
This is a tale of the former. For some background, our Offended customer has a tenure of a WHOLE SEVEN MONTHS, has been past due since his service began and has three returned payments. So this is how THAT call goes.
Offended: First of all, I can’t believe the other two people said I had a poor payment history. What an ugly thing to say.
Me: Oh, I’m sorry. Were they incorrect?
Offended: WHAT! IT’S NOT ABOUT CORRECT IT’S ABOUT SAYING SUCH FILTHY THINGS
Me, internally: wtf.
Offended: ANYWAY I never got any notice my services would be shut off.
Me: That’s correct. Per our terms of service we reserve the right to suspend services without correspondence.
Offended: So you don’t have to tell us nothing????
Offended: WOW. I want YOUR manager
Me, entering human IVR mode: If you would like higher management, you can write a letter to blah blah. The address can be found on website.com
Offended: You sound like a freaking robot, man, I just want you to know you guys have HORRIBLE customer service!
Me: (pause for effect) Thank you for your feedback.
Offended: I’M DONE. I’M FREAKING DONE. GOODBYE!
Me: (pause for effect) Thank you for calling company! Have a nice day.
Offended: (mumbling, maybe a bit confused now) definitely a robot, man…