Creeps, Wierdos, Perverts and Abusive Customers
Yesterday was the most rediculous day Ive had in working here for a year.
1) Kids call in, pretending to be the police, start screaming and screaming at me because they couldnt vid an account, claiming the deceased accountholder wanted them to have the phone. Kids obviously stole the phone, but did manage to keep me entertained for about 20 minutes trying to vid the account.
2) Guy calls in, account pops on call display, but only hear heavy berathing and then it drops. I read the account notes, the guy has called in practically every hour on the hour for the last 2 months. The accountholder claims her son is "definately not calling our customer care line from her phone to harass reps" according to notes. Out of spite, I blocked out...
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1) Kids call in, pretending to be the police, start screaming and screaming at me because they couldnt vid an account, claiming the deceased accountholder wanted them to have the phone. Kids obviously stole the phone, but did manage to keep me entertained for about 20 minutes trying to vid the account.
2) Guy calls in, account pops on call display, but only hear heavy berathing and then it drops. I read the account notes, the guy has called in practically every hour on the hour for the last 2 months. The accountholder claims her son is "definately not calling our customer care line from her phone to harass reps" according to notes. Out of spite, I blocked out...
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I work for Cingular and i have to say i hop you get busted and the fire your ass think it's funny but it's not just deal with it the cust can scream their heads off all they want we do what we can do all you do is cause them to call in even matter and soeone else has to deal with an infuriated customer now the things i read in this site that other reps do and their attitudes i now understand why Cingular was rated worst customer service
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hey if it was a joke alright the problem is this kind of stuff does happen and people who take their job seriously end up cleaning up after jerks that do that stuff and it's not funny because it makes our jobs so much harder so as long as it's a joke i'll laugh but can't always tell if you serious or kidding because i do come across that stuff and it makes me want to squeeze the reps head till it explodes like the pimple on the back of your neck
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Well, seems as though you've got some issues to deal with. Firstly, we need to work on some type of grammatics for you. I'm not sure if you slept through this part or they skipped it altogether, but in the English language we use these things called punctuation marks to make distinctions between phrases, statements, and other collections of words. Secondly, you should really consult a dermatologist about that acne problem. Usually it clears up after puberty...well...
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heheheheheheheheheh. Settle down Canuck. And he's right, GRAMMER, GRAMMER, GRAMMER! You know, those buttons on your computer with a dot or a little dot with a hook!
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Remember kids, Mister period is your friend, please consult Penny-arcade if your are lost by this reference
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Don't forget that I attacked your skin condition too. Aside from that, the grammar comment could also be taken as a stab at your intelligence, or lack thereof, since a complete and coherent thought seems to be well out of your realm of comprehension. By the way, my sincerest apologies if the capital letters, periods and commas confuse you.
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inACW said:
Resdeskslave, will you marry me?
I certainly hope your HUSBAND doesn't read this site đŗ
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Correction said:inACW said:
Resdeskslave, will you marry me?
I certainly hope your HUSBAND doesn't read this site đŗ
me too, wouldn't want to get on his bad side
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Well I certainly appreciate the offer and I see my day off proved rather eventful after all, however, I believe our significant others would have negative dispositions afterwards. I can't speak for your husband, but my old lady (and I'm southern so that's not degrading) would promptly dismember all the best spots, and then she'd start hurting me. So, unfortunately I'm forced to decline your offer, but that never stops a late night...[chases off the midget that types bad things]
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I total agree with 1stCanuck
Trying to F a customer over just because they yelled or pissed you off is just wrong. If they are abusive follow policy and hang up on them. There is no need to F a cust over. It just creates alot more problems for the next rep that gets that customer.
Any rep that goes out of their way to mess up a customers service or account needs to be fired. If they can't handle someone getting mad and yelling at them then they should quit.
Abusive customers unfortunetly are part of the job. Follow policy and disconnect the call after warning them to stop.(If they don't stop after warnings) Thats all you need/should do. Don't go out of your way to cause trouble.
Trying to F a customer over just because they yelled or pissed you off is just wrong. If they are abusive follow policy and hang up on them. There is no need to F a cust over. It just creates alot more problems for the next rep that gets that customer.
Any rep that goes out of their way to mess up a customers service or account needs to be fired. If they can't handle someone getting mad and yelling at them then they should quit.
Abusive customers unfortunetly are part of the job. Follow policy and disconnect the call after warning them to stop.(If they don't stop after warnings) Thats all you need/should do. Don't go out of your way to cause trouble.
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Its called being a decent human being.
Not being Scum like the customer that is going basitic on you.
Not being Scum like the customer that is going basitic on you.
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1stCanuck said:
I work for Cingular and i have to say i hop you get busted and the fire your ass think it's funny but it's not just deal with it the cust can scream their heads off all they want we do what we can do all you do is cause them to call in even matter and soeone else has to deal with an infuriated customer now the things i read in this site that other reps do and their attitudes i now understand why Cingular was rated worst customer service
Well if they bust him, they will bust me, and a lot of others, if we get **** on by the customer, just cuz they are a customer, we pay them by like that, me included in doing it đ đ đ đ
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Many companies do not put up with abusive customers. If you want to, then go ahead, but there is no way customers should be like that. I have worked for a few companies and each one of them would let the customer take their business elsewhere if they were abusive to the rep.
Look at Verizon's T&C's, if you are caught lying to a rep, or if you are abusive, they can suspend/cancel you account, even with ETF.
Look at Verizon's T&C's, if you are caught lying to a rep, or if you are abusive, they can suspend/cancel you account, even with ETF.
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Tail said:
Many companies do not put up with abusive customers. If you want to, then go ahead, but there is no way customers should be like that. I have worked for a few companies and each one of them would let the customer take their business elsewhere if they were abusive to the rep.
Look at Verizon's T&C's, if you are caught lying to a rep, or if you are abusive, they can suspend/cancel you account, even with ETF.
We have the exact same verbiage in ours (Cingular) too.
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Tail said:
Look at Verizon's T&C's, if you are caught lying to a rep, or if you are abusive, they can suspend/cancel you account, even with ETF.
Let's get the honcho's to expand the list of possible repercussions to public stoning, forfeiture of all personal assets and public broadcasting of abuse calls on a special radio channel... Since nobody ever reads the T&C's anyway, it would be great fun to be able to point out to these schmucks the extent of the peril their nasty little pottymouths could be getting them into. đ¤Ŗ
(And then the little rep woke up and realized it had all been just a wonderful dream... sigh...)
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No way. I had never heard of that policy before EVER and I've working here for like 7 months (Convergys, Cingular). I've always been taught that we just have to "deal with it" when customers are like that. I feel a little cheated, I'm not gonna lie!
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Thats because normal reps do not have the authority to suspend/cancel if the cust is abusive.
You have to report it and get it escalated to some unknown little dept and after they look into it they decide if Cingular wants that customer or not.
Most likely what will happen is nothing. U report it to your TL who will just tell you to ignore it most likely. Convergys won't want to bother the client with that. (I'm Convergys too)
It's some Security dept that handles stuff like that. I only know of 1 time that the account was canceled by them because the cust was issueing death threats and calling in several times a day and doing so.
You have to report it and get it escalated to some unknown little dept and after they look into it they decide if Cingular wants that customer or not.
Most likely what will happen is nothing. U report it to your TL who will just tell you to ignore it most likely. Convergys won't want to bother the client with that. (I'm Convergys too)
It's some Security dept that handles stuff like that. I only know of 1 time that the account was canceled by them because the cust was issueing death threats and calling in several times a day and doing so.
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that pervert guy you and Cherrypie both got nice calls from is going to be next I bet. Someone else on my team got him yesterday too. The notes on that account are harsh; that guy calls in 30-40 times a day. Sheesh. Cingular should cancel him quick.
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If it's the same one I'm thinking of, the account WAS cancelled MONTHS ago. But here's the problem - even an inactive phone with no service can dial 611 to reach customer care. And that's who he keeps calling.
It's supposed to be a nice little failsafe for a customer with an inactive phone, so they can get through to us so we can encourage them to get service.
But in a case like this, where that "feature" is being used to repeastedly harrass female reps, how do we go about BLOCKING a call like that? No matter what, it will always be able to get through to us. Frustrating, to say the least.
It's supposed to be a nice little failsafe for a customer with an inactive phone, so they can get through to us so we can encourage them to get service.
But in a case like this, where that "feature" is being used to repeastedly harrass female reps, how do we go about BLOCKING a call like that? No matter what, it will always be able to get through to us. Frustrating, to say the least.
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Good point. I can't imagine what 911 operators must go through. Prank calls must be a hundred times more frustrating, knowing peoples' lives are in danger while a pervert holds up the line..
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Well if we can send a man to the moon but not monitor seconds then we will probably... not find a way to fix that. I hate wireless service... đŋ
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Take it easy, Canuck! I think that that was hilarious! Customers should remember that we can suspend their accounts, debit their bills, etc etc. Not that I ever do because most customers dont really deserve it, and I might get in trouble. But when its my last day (or week) I'm planning to reak havoc on those who cross me.
I know what you mean about wierdos, like I'm sorta glad I get prank calls - like for comic relief in the middle of a bad day (like everyday), unless they're perverts and actually crepp me out. ie. keep talking while I take off my pants. I actually got a bunch of kids too who starting chanting "you're a wh***" over and over and then "go to h***" It was so wierd because they sounded like 7 and weren't even laughing. It wa...
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I know what you mean about wierdos, like I'm sorta glad I get prank calls - like for comic relief in the middle of a bad day (like everyday), unless they're perverts and actually crepp me out. ie. keep talking while I take off my pants. I actually got a bunch of kids too who starting chanting "you're a wh***" over and over and then "go to h***" It was so wierd because they sounded like 7 and weren't even laughing. It wa...
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ihatecingular said:
It was like "Lord of the Flies calls Cingular"
LMAO đ đ đŗ đŋ âšī¸
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It is perficly fine in my view if you suspect that a phone has been stolen to take some action to protect the customer as long as you note the account. Something like "caller unable to verify account - unable to contact cust on home number - suspected fraud or stolen phone - outgoing calls blocked". This works really good if you see at least one other rep has noted "caller unable to VID acct - caller hung up when asked name".
There are always ways to deals with the idiots, and sadly that often includes the people who are managers.
There are always ways to deals with the idiots, and sadly that often includes the people who are managers.
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dquaid said:
I also had 6 irrelevant escalations, and hung up on 3 people for swearing at me or telling me I didnt know how to do my job.
Did you ever think that maybe the reason could be of this like this:
Out of spite, I blocked outgoing calls in webaxe, and changed thier voicemail into spanish, with a new password.
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Sometimes you do what you gotta do to have a little bit of fun at this job!!
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The problem with that is when your "fun" not only hurts the customer but makes it even harder for the next rep. I have the urge to severely f with certain customers accounts but I hold myself back. The newest trick I learned is to transfer angry customers to Spanish care so they can curse at them. LOL cruel, but not quite as cruel as dquaid
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I don't see how transferring to Spanish care makes it any easier on the next rep than blocking outbound calls or changing the voicemail to SPANISH. It takes approximately 45 seconds to change the pulldowns to reactivate the calls and revert the voicemail IVR to English, but it takes quite a bit longer to deal with an angry customer who spent the last twenty minutes trying to talk to Jose in Monterey, Mexico. Now I'm guilty of doing every thing that's been listed here and then some so I'm not denouncing "giving the customer what they deserve" (which was the theme of one of our brainwashings...er...quality meetings). I'm just saying that you shouldn't assume that your means of revenge are easier on someone else than another person's mea
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I completely agree, and with 3 part time weeks left, most of which are vacation/floater days, why not have a little fun!
Hows RD by the way?
Hows RD by the way?
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2) Guy calls in, account pops on call display, but only hear heavy berathing and then it drops. I read the account notes, the guy has called in practically every hour on the hour for the last 2 months. The accountholder claims her son is "definately not calling our customer care line from her phone to harass reps" according to notes.........................
I had that guy a couple of weeks ago, he says his mom wants him to call in about LD charges or something, then when i ask him to ID the address on the account he tells me he's "pulling it out" (meaning the bill that would have the billing address on it ?? OR .................. ) and then heavy breathing and asking me if it's OK if he pulls it out, i ended the call and after reading th...
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I had that guy a couple of weeks ago, he says his mom wants him to call in about LD charges or something, then when i ask him to ID the address on the account he tells me he's "pulling it out" (meaning the bill that would have the billing address on it ?? OR .................. ) and then heavy breathing and asking me if it's OK if he pulls it out, i ended the call and after reading th...
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being a guy i cant really comment abuot being harassed by perverts, but i did get a male, indian, dealer call in with a problem with a customer and he called me both "sweety" and "honey". i was very desturbed by this call and needed an illegal break to calm my nerves afterwards. i've had a lot of other weird calls, but i put most of those in a previous thread (Say What?!?!?)
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