Well, I just posted one of my favorite calls, but I want to share another one that I really enjoyed, as well.
Man.: Manager who overheard my half of the call
Me: “Thank you for calling _______, this is me, how can I help you today?”
Caller: “My service isn’t working, and I want you to fix it!”
Me: “Alright, sir, give me just a moment to take a look and see what’s going on.” *about thirty seconds pass* “Well, sir, I’m actually reporting an outage in your neighborhood. Our technicians are aware of it, and are either on their way to repair it, or already working on it. Is there anything else I can do for you?”
C: “Well, how long is it going to take?”
Me: “I show that the outage was reported two hours ago, and the estimated repair time is in four more hours.”
C: “That’s bullshit! I want you to take a dollar off my bill for every hour I don’t have service!”
Me: “I’m afraid I can’t do that, sir. What I can do is offer you a five dollar credit for the day, but that’s the most I could do.”
C: “No, you’re going to give me a dollar for every hour! I pay you guys so much, I’m sure I’m paying at least that!”
Me: “Again, sir, I can’t commit to that. I can offer you five dollars, which will more than cover a full day’s service.”
C: “You’re not listening to me. I want one dollar for every hour I’m without service. I’m paying you at least that much, that’s what you’re going to give me!”
Me: “Alright, sir, one moment, let me see what I can do for you…” *ninety seconds later* “Well, sir, I did some math, and it turns out you’re only paying $0.13/hr for your service. Since a credit for the whole day is unacceptable, I will credit you $0.26 now, and you can call back once the outage clears for the remainder of your credit. Is there anything else I can help you with today?”
Manager who sits right behind me: “Go into After Call, I want to talk to you about what I just heard….”
Me: (Internally: Shit, I’m in trouble…) “Yes, sir.”
Man: “What just happened?”
Me: *explains the whole situation*
Man: “Alright, well, make sure you note the account that he is only to be offered $0.13/hr for the service outage.”
I still can’t believe I didn’t get in trouble for that. I imagine— No, I know—- had I been working for a bigger telecom company, I woulda been written up at the very least. But that manager was cool and had my back, which was great.
submitted by /u/Kyozoku
One CommentLeave a Reply
I work for a nationwide telecommunications company. (Omitting Name) I gladly work over Social Media for this company and so don’t have the customers on the phone. I have done this quite a bit. Customer pays $55 for internet a month, service is out for two days, offer $10 credit and it’s not good enough. So breakdown what they pay for each day and how much the credit for two days really is $3.66 and that I issued well over that. It shuts them up pretty quick. Stay Strong Call Center Peeps!!!