Most of my calls tonight have been pretty simple. Easy issues, I’m able to fix them quick, no problem. I just got this call, and right away I’m greeted with a “CHANGE MY FUCKIN CHANNEL”
For reference, I work for a large isp/cable provider in tech support. I’ll call this customer, “Gem”
I’ll start after the verification stuff.
Gem: I CHANGED THE CHANNEL TO THIS FUCKIN COUNTRY MUSIC STATION which I like, BUT I CANT CHANGE THE CHANNEL TO WATCH THE GOD DAMN VOICE. YOU NEED TO CHANGE MY FUCKIN CHANNEL RIGHT NOW I AM MISSING THE VOICE!
Me: Maam, i am prepared to help you, but in order to do so, i politely request that you stop swearing over this line.
Gem: JUST CHANGE THE GOD DAMN CHANNEL. I AM. MISSING. THE. VOICE.
Me: And I want to help you, but I order to that-
Gem: NOW let me tell you something… (everything at this point was unintelligible, so I’m not going to post it here tbh, but she was still swearing up a storm)
Me: Maam, again, in order to help, I need to know exactly what’s happening
Gem: CHANGE THE FUCKIN CHANNEL!
I’m shaking at this point, looking up our companies harassment policy because we are allowed to hang up in certain situations. Somehow, this call did not fit into the parameters.
Also, I cant change a customers channel without physically being there. I’ve also somehow been able to determine that she needs to replace the batteries in the remote. That’s literally it.
Me: Maam, I cannot do that. The most I can do with your box is reset it, but that’s not going to change the channel.
Gem: YOU BETTER FUCKIN NOT BE CHARGING ME FOR THIS COUNTRY MUSIC. I DIDNT EVEN GET TO HEAR THE FUCKIN SONG I WANTED TO FUCKIN HEAR.
Me: Maam, music channels are included in your package, we are not charging you extra.
Gem: YOURE FUCKING CHARGING ME.
Now, I’m asking for my sup to take over the call. There is literally nothing we can do for this lady over the phone, short of me sending my hands through the phone and physically changing the batteries for her. I tell this Gem that I’m willing to transfer her to a supervisor, but in order to do that, I will need to put this line on hold.
For some reason, we need the customers PERMISSION to put them on hold
Gem: LET me tell you something (unintelligible) so YOU GOTTA CHANGE MY FUCKIN CHANNEL.
Me: Maam, as I’ve told you before, I am unable to do that. I do not ha e the ability to do so. The most I can do is walk you through it. If you are unable to do so, then I cant help. I will need to put you on hold if you still request to talk to a supervisor. One moment please.
Gem: LET ME TELL YOU SOMETHING-
I’m rolling my eyes. Shes STILL unintelligible even now.
I finally get a hold of my sup, explain what’s going on, and transfer the call.
Apparently shes been looking for batteries for the last half hour.