I worked at a lot of call centres over the years. Everything from charity work to customer service to tech support. So I am kind of like those grizzly old war vets you see on park benches swapping war stories haha. One of my favourite stories in my not -so- illustrious career was when I got to tell a Karen to be quiet!
I was working for a national cellphone company at the time handling both tech support and billing. Most calls were the usual boring, run of the mill stupid customer but occasionally we got the doozies.
One night, my phone beeped, i hit the button to open the line and was greeted by what sounded like a screaming cat in heat. Incoherent babble about charges, bill and fix it NOW all delivered in a pitch that could shatter glass right. into. my . ear. <ow>. Now our system was set to auto populate the info on the computer screen based on the number the client was calling from so I was able to scroll through Karen’s account while I let her wear herself out – or her voice – whichever came first. A few minutes later, I was able to see the error – in her favour and easily corrected.
Karen- screaming banshee wails about charges and bills and FIX IT NOW continuing on repeat
Me- Miss Karen I-
Karen- I DONT WANT TO HEAR IT! DO YOU UNDERSTAND ME – more screaming
Me- Miss Karen pl-
Karen- NOT A WORD JUST FIX MY DAMN ACCT!
Me- I cant-
Karen- WHAT DO YOU MEAN YOU CANT FIX IT NOW!
This went back and forth round and round for a few more minutes until I snapped.
Me- STOP TALKING!
silence. Karen- wh – whut?
Me- I found the error but i cannot help you if you DONT STOP SCREAMING right NOW!
Karen- meekly- ok
Me- NOW I need to verify your account then I can refund your money will you let me do this?
Karen- Yes mam.
Got her info , fixed her bill, gave her some nice courtesy apology credits and she hung up happy lol.
Now I totally got why she was upset. She had every right to be as we had screwed up to the point of owing her over $400. But I cant help ya, Karen, if ya wont stop screaming long enough for me to talk to you!