I work in a call center for a bank and mainly deal with servicing the accounts.
Me = Me
Screaming Lady = SL
SL comes through and I get ready for the call. Account details loading – an online savings account. Get the idea that the account was recently created and nothing was set up for it: no security, no online banking, no funds transferred, nada.
Me: Thank you for calling ___ this is ChappChip, how may I help you?
SL: I cannot get online. I have been trying for the past 3 weeks of my life and nothing is working. Your system is broken. I am so tired of you guys already. *huffing and puffing*
Me: Let’s have a look and get it sorted out. *I already got the idea that she just created the account and left it sitting there. Never registered for online banking. I was willing to help her and guide her on how to click, click, scroll, scroll until finished. Easy fix I say…NOT*
Me: *already rolling my eyes so hard that I can see the back of my head* Can I please have your full name and DOB?
SL: My name is Screaming Lady and I AM NOT GIVING YOU MY DATE OF BIRTH! *screaming intensifies* You have to RESPECT MY MORALS AND PERSONAL BELIEFS. I do not believe in giving my date of birth over the phone. I already told you guys that so many times, why is it so hard for you to understand that?
Me: *checking to see if she has any other accounts with the bank. None. This is her only account ever created. Never called before. I am starting to get confused. She already lost me at “morals and personal beliefs”. I do not understand what she is talking about anymore.*
I explain that we have to go through at least a bit of security so I can help her…*screaming intensifies*
SL: I AM NOT GIVING IT TO YOU! I HAVE MY OWN MORALS AND BELIEFS! YOU HAVE TO RESPECT THAT! HELP ME WITHOUT IT NOOOW!
Me: *at this point I decided…you know what? This is not in my job role. I do not handle online banking registrations. There is a whole department trained for that. Why do I even bother? I will just transfer her and be done.*
OK, Mrs. Screaming Lady what I will do is I will put you through the Online Helpdesk Team and I will ask them to see if they can help you.
*we have to warm transfer so I explain to the other agent what she wants and that she is not willing to confirm any details, except her name as she has morals and beliefs. Agent decides that will not take her. I go back to the SL*
Me: Thank you for holding. My colleagues in the Online Helpdesk Team will be able to help you but you will have to confirm your details when I transfer you to them. *me still being nice*
SL: TRANSFER ME NOOW! YOU HAVE LIED TO ME. YOU TOLD ME THAT YOU WILL TRANSFER ME. *blah blah blah, continues to scream… *
Me: Please hold! *Left her on hold for a while to calm down and then transferred her to Online Helpdesk and told the guy to just guide her on where to click and teach her how to scroll to get her registered and not to ask for her DOB.
Hopefully, since our last call her morals and personal beliefs have changed so no one else has to go through that again.