I got a call just a few minutes ago that’s left me pretty heated and I’ve lurked on this sub for awhile so excuse mobile formatting and if I mistype.
Me: usual greeting, asks for his name
Angry Guy: hey I’m from ____ and we haven’t received our package from you guys. Can you see where it is?
Me: So I will need to get you over to other department for the tracking on that, can I please have your account number so I can pull up your account to verify you?
AG: I don’t have it but I’m from ______.
At this point, I knew it was going to be one of those calls. So I search his business name instead, but by doing that, I have to ask a lot more questions to verify him. We have to do this process to make sure someone else isn’t trying to impersonate the owner and if they have their account number, we only have to verify their name and business name, but if not, we have to verify their name, phone number, e-mail address, and legal address.
So I ask him for those things and I get to the very last question, his legal address.
Me: Last question for you, what is your business’ legal address?
AG: My what?
Me: What is your business’ legal address?
AG: WHY DO I HAVE TO GIVE THAT TO YOU IF YOU’RE NOT EVEN THE DEPARTMENT TO HELP ME?!
Me: I have to verify you sir because the representative I transfer you to will have to verify you the same way-
(So for my workplace, we usually warm transfer, meaning we call the other department, give them the account info and let them know he is verified so they don’t have to do it all over again. All departments do this. And then I explain the situation so they can connect with the client and get straight to the issue)
AG: THIS IS UNFAIR TO ME, YOU ASK ME ALL THESE QUESTIONS BUT YOU CANT HELP ME
Me: Sir, I understand, but I have to do this since you don’t have-
And he keeps interrupting me and screaming at me to transfer him.
Me: Okay, here you go.
And I cold transferred him. So he can have fun verifying all his information and explaining himself again with the next representative. All those questions could’ve been avoided if he just had his account number which is incredibly easy to find on our website when he logs in and is the core verification we ask for each and every time. It’s not some long crazy number either. And don’t you think you’d have your account number if you were missing this -very- important package??? Also this guy has a history of calling us and we always have to transfer him to the right department and their number is easier to find than ours.
I’m still mad but thankfully the queue isn’t busy so I can take a breather.