Long time lurker, first time poster. English native speaker. This happened recently so not exact wording.
I am part of a work at home call center that takes calls for other companies. One of our clients has franchises in many states. I handle sales but I also take current customer messages and send it to the appropriate department.
M: me yah boi K: Entitled Karen (not real name)
M: Hi, this is Krazy, who do I have the pleasure of speaking with?
K: Hi, my name is Karen, and I have a few questions.
M: Absolutely, I’d love to help you with those questions. Are you a current customer with us?
K: EXCUSE ME, I’M THE ONE THAT’S GOING TO BE ASKING QUESTIONS HERE. ARE YOU GOING TO LET ME ASK THEM.
M: Yes ma’am, I just need to know if you are a customer or not so I can submit this as the correct form.
K: THERE WILL BE NO FORM TO SUBMIT!
M: (internally: Ok….?)
K: Does plan xyz cover all (insert problems here)?
M: Yes Ma’am, the plan covers all covered (insert problems here).
K: That’s what I thought. Your website states you offer 24 hour service and that you cover all general (insert problems here). I called a few times last week and told them about my problem and wanting to upgrade my current plan, and the people on the phone were confused about whether or not the new plan I was interested in covered (insert problem here). I told them to have the manager contact me and schedule something that night and nothing was done! Y’all are false advertising if you don’t do or know what is on your own website.
M: I apologize ma’am, I assure you we are doing our best to help you. Just to confirm you are a current customer?
K: Yes, and all I want is information about xyz plan and no one knows anything. This is crazy I have not been contacted by a manager yet. Put your manager on the line NOW.
M: I understand you want someone to contact. Unfortunately, although I really want to be able to help you more, because I am on the sales team and not the current customer team, all I can do is take down some basic information, make sure I link your account, and then I will send this in to the correct department or manager. You said your first name was Karen, what is your last name?
K: NO, THIS IS INEXCUSABLE. YOU GET YOUR MANAGER RIGHT NOW!
M: As I stated ma’am, I am just on the sales team and all I can do is send a message. I cannot contact the manager directly.
K: THIS IS RIDICULOUS. FINE. GIVE ME YOUR SUPERVIASER.
M: Unfortunately, I can’t do that ma’am. As I said-
K: YOU PUT YOUR SUPERVISOR ON THE PHONE NOW! I WANT TO SPEAK TO YOUR MANAGER! THIS IS RKDICULOUS.
M: I am not sure if I can, let me put you on a brief hold and double check with my supervisor ok?
K: Scoffs in unbelief FINE.
M: (puts Karen on hold and messages team lead. No one was available but later on it was confirmed I cannot transfer or put the team lead on the line, as we help multiple companies so we send this directly to the company customer care department.)
After 2 minutes I take her off hold.
M: I am really sorry, but my manager is busy talking with someone else right now. What I can do at least is send in a message so they can contact you back.
K: Right. That is what they said last time and no one ever did.
M: I am really sorry about that. I promise we are doing we can. Can I just take down your basic information so that I can send in these notes so that we are aware of what has happened in the past at the local office, as we are a national (ish) company and cover many states?
K: No, that is not neccessary. What is your name?
K: Thanks. They better call me back. Bye. (Hangs up)
Now it should be noted that the particular company Has franchises in MANY states and although her name is not common but not rare, it is impossible to contact the right person with only a first name. Idk how she thought we are going to contact her, but OBVIOUSLY WE CAN’T CALL BACK IF YOU DON’T LEAVE US ANY CALLBACK INFORMATION KAREN.
End of story. My team leader said I handled it great
Tdlr: Karen thinks we should be able to contact her with no information.