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I (26F) work in a call center for a health insurance in France.
One day, a woman (Karen) call us on an issue she has on the website: she couldn’t find her garantees, and she needs it to know how much she can pay for her glasses, because she “needs them quickly”.
Sure enough, I put her on hold, and I search trough the database. But I couldn’t find it neither. I turn to my manager (M) to explain to her what happened and she ask me to transfer her the case, she will handle it after her lunch break.
When i explain the issue to Karen, she went BALLISTIC. She wanted to know NOW, because “If I don’t have my answer, i will need to wait for 3 month! There’s going to be a shortage of glasses in a while, I have to order them now!” (spoiler, there was no shortage)
`”OP- Madame Karen, I’m sorry but I can’t give you your garantees right now. But the problem has been traced back to my manager who will take care of this and who will give you your guarantees as soon as she gets the information.`
`Karen – But I neeed my glasses ! Because if I can’t get my glasses now i might have an accident on the road! It will be YOUR FAULT, and if it happened, i will SUE YOU`
`OP- Madame, again my manager will handle your demand. You will recieve your answer as soon as she has the answer, you will be able to order your glasses shortly.`
`Karen – Give me your manager !”`
I mute myself quickly to ask to M if she can take the call. She was about to go on lunch break, but agreed and returned to her office.
`”OP- I transfer you to my manager Madame Karen, have a nice day !”`
My manager was behind me, and when i transfer the call, i could hear only half of the conversation. But oooh god this half was goooood.
`”M – Hello Madame Karen, I’m M, OP’s manager…. Yes I understand Madame OP explained this issue to me and I asked her to transfer your file to me so that I could look for your guarantee, which I would do immediately after this call…. No Madame Karen, we are not a bunch of lazy worker, we are paid worker who help people like you… Again I will search for you guarantee AFTER the call, because I need to contact some people about your case….Yes, it’s because we take lunch break… Yes, we are open 8.30AM to 6.00PM…. I will ab-so-lu-tly talk to my supervisor so that we can work 24/7, thank YOU for the advice…. “`
It go on and go on for 20 minutes. When she finally hang up, M just go to Lunch and take the case ,as expected, after. Karen recieved the information the same afternoon.
I love my manager, and i love working for her !
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