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90% of my calls be like this

TL;DR: Guy blames me for not remembering to check email or banking info for 2 weeks and having to wait 5 days to rent a car.

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OP: “Hello, you’ve reached __________ My name is OP how can I help you today?”

Goldfish: “yes, I updated my credit card on your app but it doesn’t seem to be working”

OP: “oh i’m sorry to hear that, let’s go see what the problem is, i’ll just need your name and date of birth before going over account information if that’s okay.”

Goldfish gives name and DOB*

OP: “Okay perfect.. so I see the credit card was accepted but there is an outstanding balance on the account, it must have tried it on the old card but I can add it to a reprocessing list with your new CC if that works for you?”

Goldfish: “perfect, and when will my account work again?”

OP: “As soon as the payment is taken, the account will be set to active”

Goldfish: “well how long does that take why can’t you just take the payment now?”

OP: “Up to 5 business days for the billing department to track the invoice and re-issue it.”

Goldfish: “WELL THAT’S F***ING RETARDED I JUST WANT TO PAY YOU NOW! YOU WON’T ACCEPT MY MONEY?”
OP: “The system tried to take it 4 times with no success so it was sent to a collections agency, to reverse that process we need to reprocess the payment and make sure the credit card is valid before re-activating the account.”

Goldfish: “WELL YOU DIDN’T GIVE ME ANY KIND OF NOTIFICATION HOW WAS I SUPPOSED TO KNOW?! IF YOU WERE ME WHAT WOULD YOU HAVE DONE?!”

OP: “We sent a notification by email after 2 attempts, and personally I would have noticed that a charge of that amount would have not been taken from my account after using a service frankly.”

Goldfish: “well I don’t have the memory for that!”

OP: “Well it’s your responsibility to assure that you remember to update your credit card information and to check your emails sir. Your case has just been sent to billing department. Do you have any other questions or requests?”

Goldfish: “No.. but i’m staying on the line to give a ZERO on my satisfaction after the call.”
(like I give a shit lol)

OP: “Well within your rights to do so sir, have a great day and thanks for calling.”

submitted by /u/sagegc
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"Can you tell me when my customer will get their order?" "Sorry you need to check with your supplier." "Okay but can you tell me?"

I run a call center. What can I do to improve my employees’ experience?