Shop Talk
COLD TRANSFERS...
My gawd people...
I just got a call and i heard the agent typing i said "This is _____ with _______ customer service in the programming department how can i help you?"
I then hear hold music...
Then i get this guy yelling at me in very broken english about a phone charge on his account...
I check the memo and it states that they apparently xferred to Equipment Escalation....they did not...
So now i have to explain hes been xferred to a wrong department and that just pisses him off enough to go ahead and ask for a supervisor....and ya know what? I dont blame him i would too...
This is the reason people HATE cx service....People need to take responsibility for there ...
(continues)
i've also done lukewarm transfers. for example, customer says they want to cancel their service, so i need to transfer to account services, as i do not have the ability. i start with a warm transfer, but the rep i'm talking to is so damn rude to me, that in the middle of them talking, i just press transfer....oops..... 👀
Rep: Hi this is ___________ from customer care. I have a customer here who wants to add a new line of service... blah, blah, blah
Me: OK. You can go ahead and transfer the customer.
...
Me: Hi Mr_____ , how are you doing today?
Cust: (Angry) Are the supervisor?!
Me: *Bangs head on desk* 👿