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First of all the number of old people who have said that to me this last week is insane. My company is mid-merger and we have a lot of new, stressed out customers. The majority of them are surprisingly nice. They make my regular customers look bad.
Some people, not so much. We have am issue with some accounts that ported over and them not being able to see things online. I have to be a little vague here so you can’t easily google me but understandably not having access to your product is frustrating. Fortunately, we have a fix out. This lady wasn’t taking it.
Agnes here (not real name) starts the call raving about the last two reps who weren’t able to help her. The first one told her exactly what was going on and how to fix it and when she called back for a different answer the next guy cold transferred her to the wrong queue to get rid of her. Whoever you are, guy, I hope you drink spoiled milk.
On the call with me I calm her down (temporarily) and explain what happened, apologize profusely and let her know she can fix it right away at a physical location or she can wait for our planned update. In the meantime here are all the numbers you need to take care of things without the website! I know its less convenient Miss Agnes but I want to make sure you have all your options!
Okay, she understands. She writes it all down and she vents in a normal tone of voice a little more. We’re good.
Except a minute later she says “I out that number online and it won’t let me login!”
Ma’am.
I reiterate everything.
“If you can’t fix it just tell me instead of wasting my time.”
No, I apologize, I can’t fix it this time but here is how we can.
…she tries to enroll online AGAIN while I sit there asking her to stop.
“IF YOU COULDNT FIX IT WHY DIDNT YOU JUST TELL ME INSTEAD OF WASTING MY TIME? I DONT HAVE MUCH TIME IM 75 YEARS OLD AND IM GOING TO DIE SOON!”
Woah. This got deep. And I’m sorry guys but I worked 65 hours last week to support this merger with a 2000 people queue at some points and I and just broken and sometimes I’m losing my cool.
“Agnes I have told you more than ten times that I cannot help and you must either do A or wait for B. I know this isn’t the answer we want, I apologize, but those are the only options.”
“If I’m going to assist you you need to stop speaking over me and use professional language.”
“If you continue to scream I will not continue this phone call.”
I don’t know how vulgar we should get with the language on this sub so I’ll skip most of what she said to me but it ended with “I’m too old for this and I can’t handle the way this world is changing! I wish it was over! I just wish I was DEAD! I wish you were dead!”
Ma’am… same.
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