when customers call in to complain and YOU CAN TELL that they've practiced their little speech and are just reciting it. gah. i swear sometimes people write down their stupid complaints and just read them off.
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We have a lot of scrips here also. When I can tell someone is reading or doing an act, I make sure to read the scripts we can use word for word. They usually get the idea.
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We also have a lot of scripted reply when we do chats. It's really nice actually, we make them ourselves so they are personal and reasonably customized, just things we find ourselves typing a lot. I have perhaps 50 of my own plus there is a selection of replies the system provides, which we largely choose not to use since they SOUND scripted.
What drives me insane is when customer don't read anything we say. Our first prompt is always the same and does the generic thank yous and then asks if they would like to continue on the chat or if they would like us to call (I hate this question with a passion. If they wanted to speak on the phone they should have CALLED US not come on the chat and demanded we call them.) But only about half of ...
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Then this one just happened to remind me how much I love it.
Customer is approved for a restricted account type (Flexpay) and we have a script for that. It tells them all the restrictions.
They pretend to read it and say "That sounds great!" because all they really read was the part that said they were approved for two lines. They did not read anything about the spending limit or the fact that they have to pay today.
So I tell them that explicitly, that their first month's service will come off of their card today.
"Oh I have to pay now?"
"Yes sir."
"Can't you just bill it to me?"
"No, one of the terms of what your were approved for was the fact that everything must be paid in advance."
"Oh, nevermind, I don't have ...
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Oh man, I don't think I could handle all that.. it would be too hard to control my fingers from typing something mean. o.O
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That's hilarious
"Which one please?"
"Service." 😁
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Clearly it is a hard question because I get that all the time!
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People just want stuff for free.
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yeah. one of my reps was so ticked by what t mobile did to her, between calls she would jot down what she was going to tell them. she drove 2 hours to get a phone that we didnt have where we lived and they cld not do it in the other city, out of market. t mo offered her 5 bucks as a courtesy credit for nearly 5 hours of driving. umm no
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ewww..that sucks. the ones I get though are stupid stupid things!
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Do you get upset when they don't listen to your scripted closing statement as well?
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in a retail store.. dont have a scripted closing. 🙂
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OK, I work in an indirect Sprint call center and we were offering our customers up to a 50% discount off of their past due balance and also reviewing their last bill with them to make sure they didn't have any overage charges. Many of the customers were dissatisfied with the amount the discount would be taking off and wanted more.
Then you have the customers that deny the overages. For instance, one customer had downloads on his phone line but his son's phone line was barely used. When I informed him about the download charges, he yelled and yelled forever saying that he's been having his phone the whole time and he hasnt downloaded anything. BUT also he had international roaming charges on his line as well and stated that he went o...
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Ah, gotta love those! I hate when they deny overage and you show them their past usage.. and they STILL deny it! AH!
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