Yesterday I lost my head while speaking with a customer for the first time ever.
It went "down" like this
M- "Thank you for calling ------- --------, my name is Robert. Can I get your e-mail address or account number please?"
C- "Hello?"
M- "Yes, Hi, My name is Robert, Can I get your e-mail address or account number please?"
C- "I don't have my account number"
M-" Okay, Do you have your e-mail?"
C- "Why do you need it!?"
M- "We log all of our calls so that the next time you call in the tech you get can help you better and you don't have to repeat yourself"
C- "Well thats fucking stupid"
M- "Right, uh How can I help you?"
C- "You can help me by telling me why the hell I was on hold for 40 minutes!"
M- "I'm very sorry about that, as you may be aware we are switching many customers dialup numbers and its very urgent, but-"
C- "I ASKED YOU WHY I WAS ON HOLD FOR AN HOUR"
M- "as I was saying, many customers need assistance changing there numbers and there just is not enough staffing to handle the massive amount of calls in a timely manner, we are working as fast as possible though."
C- "Well, I should not have to wait on hold, because the e-mail told me to call and thats not fare that I would have to wait. Also why is this a supprise to you, don't you own the numbers, so shouldnt you know if they are going to be disconnected?"
M- "The numbers that are being disconneted were being run in junction with a carrier, that carrier just lost a legal case with Qwest Communication, because of this the numbers are being closed down. We were not aware that this was going to happen until the lawsuit had completed"
C- "Well thats god damn bullshit don't fucking lie to me, this is just your way of screwing the little man into worse fucking service!"
M- "Okay, fine. What do you need help with?"
C- "You sent me the e-mail dumbass, it said to call"
M- "The e-mail sai-"
C- "I KNOW WHAT THE E-MAIL SAID STUPID, I READ IT!!!!"
<Breaking Point>
M- "You Know what? The E-mai-"
C- "I don't give a shit what you thi"
M- "Shut up while I'm talking, didn't anyone ever teach you its rude to interupt? Anyway, the e-mail said that you should follow the steps and change your number on you're own, the e-mail does not say call us. Also, stop acting like you are any better then any other customer that has to wait on hold, you don't get some special treatment, and you know what else? We didn't want you to call and we never will, your a small residental customer who is wasting my time and the time of the 15 other people who are waiting on hold, this has been the most useless timewasting call of them all, and if your time is so valuable why did you insist on yelling about it? I'll tell you why, because your time isn't valuable, your not doing anything, you're just irrtated because you didn't comprehend and understand the e-mail, or maybe you're illerterate, I don't know and I don't care, but do not call up, act like better then me, and then expect that I will just do whatever the hell you want! It is people like you that make the world a shitty place to be, with you're bitching about things completly out of our control. I'm now going to end this call and if you want more assitance you can call back. Have a nice day"
C- "I WANT TO SPEAK TO YOUR SUPERVISOR!"
M- "My supervisor is on a call right now, if you wish to speak with her you may call back later. Thank You for calling ------ --------"
<End call>
My supervisor came out and told me to NEVER do that again and went back into her office.