Is the customer really always right? What they said/what you wish could say...

betenoire · 01-26-2012, 11:15 AM

I no longer work in customer service. The 7 months that I supplemented my income by working a job at a call center were possibly the most unhappy months of my life.

The customer is often an asshole. And a liar.

I was a reservations agent for a big hotel chain. And you would not BELIEVE the number of people who make their reservations online and then call into the call center to yell at the agents because the customer made a mistake in their own reservation.

Book a room in Portland Maine when you wanted to stay in Oregon? Just call up the reservations agent and swear at her!

Fail to note that the hotel you booked for yourself has free-WIRED-in-room-high-speed-internet-access? Just call up the reservations agent and yell at her because you need wireless instead!

Book a one bedroom suite when what you really wanted was a two bedroom? Call the reservations agent and shout "WHAT ARE YOU GOING TO DO TO MAKE THIS RIGHT?!??" (haha, the two bedrooms were all sold out anyway.)

And always ALWAYS lie and insist that it was a reservations agent that screwed up your vacation/business plans. Claim you did not book it online. Escalate to threats when the agent mentions that she went into the reservation history and sees that the reservation was made on the website.

adorable · 02-06-2012, 10:21 AM

On Sunday morning a guest checked out, but there was a maintenance issue with the room so it was held. It wasn't cleaned until this morning. The guest who checked out Sunday called this morning to say that he had lost money in the room and was on his way here. He told my assistant that the money was on the dresser. She went into the room and saw nothing. He then went into the room and couldn't find anything either. He left.
That means my maintenance guy was in the room Sunday, the guest was in the room Sunday, my assistant & the guest were in the room this morning - none of them found any money.
The housekeeper went into the room after all of this (& not knowing any of this had transpired) and pulled the sheets off the bed. Lo and behold, money goes flying. She picks up $400 and brings it immediately to the desk. My assistant calls the guest and tells him that $400 was found. He claims it was significantly more than that and he is on his way back to the hotel. In the meantime, the housekeeper comes down with another $1000 that was folded which she found on the floor.
The guest comes in and is handed an envelope with all his money, which clearly he didn't even realize was missing until this morning. He then spends 10 minutes in the lobby ranting about how the housekeeper should be fired because she was trying to keep $1000 since the last time he talked to my assistant there was only $400 .

I finally stop him by giving him the universal "talk to the hand." I remind him he did get all his money back and to "Have an excellent day, sir."
#Unfuckingbelievable

Hollylane · 05-11-2012, 08:34 PM

Me: Thank you for calling ___, may I please have the address or account number that I can help you with?

Caller: Um...I am calling from ________Church of God, I want to help one of your customers with managing his account.

Me: May I have the customer's address or account number please?

Caller: I don't have either of those, can you look him up another way?

Me: Do you have his social security number, telephone number or name?

Caller: I don't have his social or his telephone number. Can you look it up by his name?

Me: What is the customer's last name?

Caller: I don't have his last name.

Me: Do you have any information about him.........at all?

Caller: I have his first name.

Me: We're here until 7pm tonight if you are able to call back with any information about the customer.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

I'm not sure it is the customer that needs help managing his account. Wow. Just wow.

~ocean · 05-11-2012, 08:39 PM

get'm holly !! u go grl ~~

Hollylane · 05-11-2012, 08:53 PM

Me: Thank you for calling ___, may I please have the address or account number that I can help you with?

Caller: You called me, what can I help you with?

Me: Do you have an account with ____?

Caller: You people provide our electricity.

Me: Can I have the address where we provide electricity for you? That way I can look at the account, and provide you with the reason for our call today.

Caller: The address is _____39th avenue. Why are you people calling my phone number?

Me: May I have your name please?

Caller: Rebecca ______, you've called my number four times.

Me: Thank you Rebecca. I see we have an account at this address for Eric_____. Is he there, so that I can verify we are able to talk to you about his account?

Rebecca: No. I am his wife. You will talk to me about the account, Eric is working, and I handle all payments for our household.

Me: I apologize Rebecca, I'm not able to discuss the account without verifying with Eric that we are able to talk with you about it.

Rebecca: If you people want something from us, you're going to tell ME what it is you want.

Me: Rebecca, I realize the multiple calls may be frustrating, but unfortunately, Eric has not authorized you on the account, I am unable to discuss the account with you at this time.

Rebecca: If you people want something you will talk to me, or you'll get nothing.

Me: Rebecca, again, I apologize, I am unable to assist you with questions regarding Eric's account.

Rebecca: If you want a payment, you'll tell me about this F**king account! If you want something, you WILL talk to ME!

Me: Rebecca, I'm pretty certain that we have something that you want, and that you are aware requires a monthly payment. We are here until 7pm, if Eric would like to contact us, please make sure that when we speak to him he authorizes you for future calls, so that we can help you when you contact us while he is away.

Rebecca: You WILL talk to me! I am the one who takes care of the accounts.

Me: Rebecca, I'm sorry, but it seems that we are unable to assist you at this time. Have a pleasant weekend.

Rebecca: F*ck YOU B*tch!

Me: :click:

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

It seems this person may need some time in a dark corner without the benefit of the luxury referred to as "electricity"....I'm just sayin'

01-26-2012, 11:15 AM	#1
betenoire Senior Member How Do You Identify?: Satan in a Sunday Hat Preferred Pronoun?: Maow Relationship Status: Married Join Date: Jan 2010 Location: The Chemical Valley Posts: 4,086 My Photo Gallery Thanks: 3,312 Thanked 8,739 Times in 2,566 Posts Rep Power: 21474856	I no longer work in customer service. The 7 months that I supplemented my income by working a job at a call center were possibly the most unhappy months of my life. The customer is often an asshole. And a liar. I was a reservations agent for a big hotel chain. And you would not BELIEVE the number of people who make their reservations online and then call into the call center to yell at the agents because the customer made a mistake in their own reservation. Book a room in Portland Maine when you wanted to stay in Oregon? Just call up the reservations agent and swear at her! Fail to note that the hotel you booked for yourself has free-WIRED-in-room-high-speed-internet-access? Just call up the reservations agent and yell at her because you need wireless instead! Book a one bedroom suite when what you really wanted was a two bedroom? Call the reservations agent and shout "WHAT ARE YOU GOING TO DO TO MAKE THIS RIGHT?!??" (haha, the two bedrooms were all sold out anyway.) And always ALWAYS lie and insist that it was a reservations agent that screwed up your vacation/business plans. Claim you did not book it online. Escalate to threats when the agent mentions that she went into the reservation history and sees that the reservation was made on the website. __________________ bête noire \bet-NWAHR\, noun: One that is particularly disliked or that is to be avoided.

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02-06-2012, 10:21 AM	#2
adorable Member How Do You Identify?: Sarcastically Preferred Pronoun?: She Relationship Status: Unavailable Join Date: Feb 2010 Location: Home of the Yankee's Posts: 752 My Photo Gallery Thanks: 1,708 Thanked 2,644 Times in 590 Posts Rep Power: 12725119	On Sunday morning a guest checked out, but there was a maintenance issue with the room so it was held. It wasn't cleaned until this morning. The guest who checked out Sunday called this morning to say that he had lost money in the room and was on his way here. He told my assistant that the money was on the dresser. She went into the room and saw nothing. He then went into the room and couldn't find anything either. He left. That means my maintenance guy was in the room Sunday, the guest was in the room Sunday, my assistant & the guest were in the room this morning - none of them found any money. The housekeeper went into the room after all of this (& not knowing any of this had transpired) and pulled the sheets off the bed. Lo and behold, money goes flying. She picks up $400 and brings it immediately to the desk. My assistant calls the guest and tells him that $400 was found. He claims it was significantly more than that and he is on his way back to the hotel. In the meantime, the housekeeper comes down with another $1000 that was folded which she found on the floor. The guest comes in and is handed an envelope with all his money, which clearly he didn't even realize was missing until this morning. He then spends 10 minutes in the lobby ranting about how the housekeeper should be fired because she was trying to keep $1000 since the last time he talked to my assistant there was only $400 . I finally stop him by giving him the universal "talk to the hand." I remind him he did get all his money back and to "Have an excellent day, sir." #Unfuckingbelievable

05-11-2012, 08:34 PM	#3
Hollylane Practically Lives Here How Do You Identify?: . Preferred Pronoun?: . Relationship Status: . Join Date: Jun 2011 Location: . Posts: 11,495 My Photo Gallery Thanks: 34,694 Thanked 26,362 Times in 5,875 Posts Rep Power: 21474862	Me: Thank you for calling ___, may I please have the address or account number that I can help you with? Caller: Um...I am calling from ________Church of God, I want to help one of your customers with managing his account. Me: May I have the customer's address or account number please? Caller: I don't have either of those, can you look him up another way? Me: Do you have his social security number, telephone number or name? Caller: I don't have his social or his telephone number. Can you look it up by his name? Me: What is the customer's last name? Caller: I don't have his last name. Me: Do you have any information about him.........at all? Caller: I have his first name. Me: We're here until 7pm tonight if you are able to call back with any information about the customer. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ I'm not sure it is the customer that needs help managing his account. Wow. Just wow.

05-11-2012, 08:39 PM	#4
~ocean Infamous Member How Do You Identify?: femme blows a kiss off my finger tips * Preferred Pronoun?: ~ hey girl ~ Relationship Status: ~ single & content ~ Join Date: Nov 2009 Location: Massachusetts ~coastal Posts: 7,905 My Photo Gallery Thanks: 22,958 Thanked 16,011 Times in 4,723 Posts Rep Power: 21474860	get'm holly !! u go grl ~~

05-11-2012, 08:53 PM	#5
Hollylane Practically Lives Here How Do You Identify?: . Preferred Pronoun?: . Relationship Status: . Join Date: Jun 2011 Location: . Posts: 11,495 My Photo Gallery Thanks: 34,694 Thanked 26,362 Times in 5,875 Posts Rep Power: 21474862	Me: Thank you for calling ___, may I please have the address or account number that I can help you with? Caller: You called me, what can I help you with? Me: Do you have an account with ____? Caller: You people provide our electricity. Me: Can I have the address where we provide electricity for you? That way I can look at the account, and provide you with the reason for our call today. Caller: The address is _____39th avenue. Why are you people calling my phone number? Me: May I have your name please? Caller: Rebecca ______, you've called my number four times. Me: Thank you Rebecca. I see we have an account at this address for Eric_____. Is he there, so that I can verify we are able to talk to you about his account? Rebecca: No. I am his wife. You will talk to me about the account, Eric is working, and I handle all payments for our household. Me: I apologize Rebecca, I'm not able to discuss the account without verifying with Eric that we are able to talk with you about it. Rebecca: If you people want something from us, you're going to tell ME what it is you want. Me: Rebecca, I realize the multiple calls may be frustrating, but unfortunately, Eric has not authorized you on the account, I am unable to discuss the account with you at this time. Rebecca: If you people want something you will talk to me, or you'll get nothing. Me: Rebecca, again, I apologize, I am unable to assist you with questions regarding Eric's account. Rebecca: If you want a payment, you'll tell me about this F*king account! If you want something, you WILL talk to ME! Me: Rebecca, I'm pretty certain that we have something that you want, and that you are aware requires a monthly payment. We are here until 7pm, if Eric would like to contact us, please make sure that when we speak to him he authorizes you for future calls, so that we can help you when you contact us while he is away. Rebecca: You WILL talk to me! I am the one who takes care of the accounts. Me: Rebecca, I'm sorry, but it seems that we are unable to assist you at this time. Have a pleasant weekend. Rebecca: Fck YOU Btch! Me: :click:* ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ It seems this person may need some time in a dark corner without the benefit of the luxury referred to as "electricity"....I'm just sayin'