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When a customer survey let us know one of my transfer shortcuts was wrong… for over a year

This happened years ago when I was still relatively new. Still worth a read I think and I wanted to share

I work for one of the many cable/internet providers of the US. Now, I only assist accounts for a specific region of the country, outside of my area I would transfer the customer. Had a customer with multiple homes, I helped them with the one in my region, we had some laughs and it was a really good call! Transfer them to the right region to finish the rest of their account management and didn’t think again about it for a couple weeks. Done this literally hundreds of times never once heard back about it. Until….

During team meetings we will look over the groups surveys and I get to mine and it’s this page long review. Normally these things read like “courteous and knowledgeable” and that would be about it. This one is a book, I recognize the name, and read this whole story about talking to me, then I transferred them to some high pressure sales pitch hotline about home awnings for deck and patio shade. Lol what? I know it’s my call and it has my name on the survey… but I transferred them to the southeast division for my internet/cable company …. right???

I go back to my desk, go in the phone in a project code. Call the number that was labeled in my shortcuts for southeast. And I get this mf telling me about affordable home awnings with payment plans. Oh I felt like turning to dust and blowing away in the wind. Guys. I never heard a peep and was doing it the same way for so long!

It’s fixed now

submitted by /u/slapchopchap
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My name isnt Barry

Why do customers always feel entitled to everything?