This is my first post, and I hope RSLASH, Voicey, EmKay, and or Daily Dose of Reddit sees this.
I used to work for a major phone company that sold fruit phones. After the new release of a new model phone, without the headphone jack, prank calls started coming in. Now here’s the thing, I was out for a few days and was not aware of prank calls happening. I get a call and it goes somewhat like this:
Cast: Me, Customer, and Co-worker
Me: “Thank you for calling Fruit Phones my name is wilax88, how can I help you today?”
Customer: “Hi yes. I have the new fruit phone without the aux port and wanted to know if I can drill a hole in my phone.”
I was a little confused so I clarified the customers issue. Now, I love to toot my own horn, as I believed I was a pretty good agent.
Me: “I do want to assist, but let me confirm your issue. Is there a hole in your phone and you need it fixed?”
Customer: “ No no, I want to drill a hole on the bottom of my phone so I can use my wired headset.”
Me: “Oh! Now I understand! Before I answer do you have insurance on your phone?”
During this whole time I really thought the customer was being serious.
Customer: “Yes I do have insurance.”
Me: “Ok perfect. And do you own your phone or are you still making payments.”
Customer: “I own the phone.”
Me: “Alright! I have the perfect answer for you. Because you own the phone, you can do whatever you want to your phone. However, because of the insurance, any intentional damage done to the phone will void the warranty and insurance.”
The customer tone starts to get a little agitated.
Customer: “But I want to drill a hole in my phone so I can listen to my music.”
Me: “ Like I said you can do what you want, but I would recommend some Vegetable bluetooth headphones instead, because you can use the cord that comes with it. Or you can use the headset without the cord for the bluetooth features.”
At this point the customer tone became irate.
Customer: “Ugh never mind!” and he disconnected the call.
I have never been so confused. I thought I did an excellent job on the call. I spoke to one of my co-workers that sat behind me and explained the issue. I wanted to get tips to improve just in case I missed something. My co-worker busted out laughing.
Me: “What?! What’s wrong? Was my call that bad?” I said concerned.
Co-worker: Wiping tears from her eyes, “That customer was pranking you. We’ve been getting calls like that for a few days since someone posted on social media that you can make your own aux port by drilling a hole in the bottom of the phone.”
I started laughing.
Me: “OMG! I can’t believe that happened. I was so sincere and felt so good advising the customer about the warranty, insurance, and the vegetable headphones. Wow.”
I guess I can chalk it up to typical me-ness.
P.S. I am posting this in r/talesfromtechsupport and r/talesfromcallcenters as I was a CSR but the issue was a tech issue.
submitted by /u/wilax88