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M is me and C is the customer. I’m a supervisor for the wireless company I work at. I receive a call in our Escalations queue.
M: Thank you for waiting. This is im_mr_b with <company> Escalated Support. Am I speaking with C? (Customer’s account pulled up on my end and was preverified with frontline agent.)
C: Yes. Are you ready to listen to my questions?
Sigh, this is gonna be such a lovely call…
M: Yes Ms C. How can I help you?
C: I have a debit card. (silence, I wait for about 10 seconds if she was going to add on to that.)
M: Okay.
C: You finally replied! I thought I lost you. Anyways, I have a debit card. If I go to another country and pay my bill from there in their currency, will my phone stay on?
M: So since we are based in the US the payment would have to be received on our end in USD. You can roam and use the phone, but our system only accepts USD payments I’m afraid.
C: So there’s nothing you can do?
M: I can submit a ticket to the billing team to see if anything can be done.
This absolutely infuriated the customer to the point of yelling.
C: Why do you people think everything is a ticket?! Ticket, ticket, ticket… WHY?! WHY DO I NEED A TICKET?!
M: Ms C, this is just done to keep everything organized so we can get you the correct information.
There was silence.
M: Ms C?
C, screaming: HORRIBLE!
Nope.
M: Ms C, due to the nature of this call I will have to terminate it, please visit our website to submit a new request to the billing team. Thank you for calling and have a great day.
Next caller was nice though.
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