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Near the end of my shift today. Answer a call and the customer immediately launches into a tirade about how long he’s been waiting. We’re pretty understaffed at the moment and wait times at certain times of day can be pretty long so I apologise and explain that we’re understaffed and experiencing a high volume of calls currently to be met with “Well that’s not my damn problem!!”. Cue further ranting about how he’s been a customer of this company for years and has never experienced anything like this.
Then he launches into a rant about how awful the voice recording system is while I’m vainly trying to get the call back on track but getting interrupted every time I open my mouth. Eventually I manage to get his member number off him and ask him to verify the name on the account. This sets him off again because “Why should I need his name because I have all his details from his account” and cue further ranting. Calls gone on for nearly 15 mins at this stage and I’m out of patience so I say “Look If you don’t want to answer a basic verification question, listen to the voice recording or wait on hold then I suggest making your bookings online in future”
Stunned silence for about 10 secs followed by “I want to speak to your supervisor”. So in my most cheerful voice I say “Ok sir I’ll just need to put you on hold while I get one” and then left him on hold for 10 mins while I waited for my shift to end before calling a supervisor, explaining the situation, transferring the call and logging out. Genuinely don’t care if I get in trouble for that call. I have zero tolerance for customers like that anymore
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