Call Center Blues. - Page 2 - Tilted Forum Project Discussion Community

laconic1 · 04-20-2005, 09:03 PM

Lately I have been experiencing severe burnout at my job. We have been understaffed and volume picks up at this time of year. Not a good combo. Add to that an unusually high number of bad claims where nothing goes right, exceptionally pissed off customers, shops trying to scam extra work off of you because this is the slowest time of year for them because they think of warranties as free money, and you have a recipe for disaster.
It took a year at this job but I finally lost my cool with a customer today. This was the third 20+ minute phone call I have had with this woman about her claim, which we are covering, but not doing it the way she wants. I have explained multiple times during the calls how I reached my decision and how it honors the contract, and she just lakes the basic intelligence to comprehend. I finally snapped at her and hung up. Combined with everything else I have been feeling a lot of physical discomfort from the stress. I was feeling better when I got home and settled down for awhile, but just reading this thread has me stressed out again. I need a new job.

Ambient1 · 05-17-2005, 09:53 AM

Does anyone remember that old joke about the WordPerfect support call?

I had a call like that a few weeks ago. I was out with my dad and brother on a Saturday afternoon, when I get a page. It's one of our remote offices, so I call them back right away on my cell phone. The lady that answers tells me that an application isn't working. I ask her to check the server in the back room.

A few minutes later she comes back on the phone "Sorry it took so long, but I had to find a flashlight to check the server, as all the lights are out."

"Excuse me???"

"Ya, the power went out 30 minutes ago"

At this point, I'm wondering how stupid could she possibly be.

Ambient1 · 05-17-2005, 10:01 AM

Aha... found it!

It's an oldie, but a goodie:

Quote:

This is a true story from the WordPerfect helpline. Needless to say
the helpdesk employee was fired; however, he/she is currently suing
the WordPerfect organization for "Termination without Cause".

Actual dialog of a former Wordperfect Customer Support employee:

"WordPerfect Customer Support; may I help you?"

"Yes, well, I'm having trouble with WordPerfect."

"What sort of trouble?"

"Well, I was just typing along, and all of a sudden the words went away.",

"Went away?"

"They disappeared."

"Hmm. So what does your screen look like now?"

"Nothing."

"Nothing?"

"It's blank; it won't accept anything when I type."

"Are you still in WordPerfect, or did you get out?"

"How do I tell?"

"Can you see the C: prompt on the screen?"

"What's a sea-prompt?"

"Never mind. Can you move the cursor around on the screen?"

"There isn't any cursor: I told you, it won't accept anything I type."

"Does your monitor have a power indicator?"

"What's a monitor?"

"It's the thing with the screen on it that looks like a TV.* Does it have a little light that tells you when it's on?"

"I don't know."

"Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that?"

"Yes, I think so."

"Great. Follow the cord to the plug, and tell me if it's plugged into the wall."

".......Yes, it is."

"When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one?"

"No."

"Well, there are. I need you to look back there again and find the other cable."

".......Okay, here it is."

"Follow it for me, and tell me if it's plugged securely into the back of your computer."

"I can't reach."

"Uh huh. Well, can you see if it is?"

"No."

"Even if you maybe put your knee on something and lean way over?"

"Oh, it's not because I don't have the right angle - it's because it's dark."

"Dark?"

"Yes - the office light is off, and the only light I have is coming in from the window."

"Well, turn on the office light then."

"I can't."

"No? Why not?"

"Because there's a power outage."

"A power... A power outage? Aha, Okay, we've got it licked now. Do you still have the boxes and manuals and packing stuff your computer came in?"

"Well, yes, I keep them in the closet."

"Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from."

"Really? Is it that bad?"

"Yes, I'm afraid it is."

"Well, all right then, I suppose. What do I tell them?"

"Tell them you're too stupid to own a computer."

04-20-2005, 09:03 PM	#41 (permalink)
laconic1 Junkie	Lately I have been experiencing severe burnout at my job. We have been understaffed and volume picks up at this time of year. Not a good combo. Add to that an unusually high number of bad claims where nothing goes right, exceptionally pissed off customers, shops trying to scam extra work off of you because this is the slowest time of year for them because they think of warranties as free money, and you have a recipe for disaster. It took a year at this job but I finally lost my cool with a customer today. This was the third 20+ minute phone call I have had with this woman about her claim, which we are covering, but not doing it the way she wants. I have explained multiple times during the calls how I reached my decision and how it honors the contract, and she just lakes the basic intelligence to comprehend. I finally snapped at her and hung up. Combined with everything else I have been feeling a lot of physical discomfort from the stress. I was feeling better when I got home and settled down for awhile, but just reading this thread has me stressed out again. I need a new job.

05-17-2005, 09:53 AM	#42 (permalink)
Ambient1 Tilted Location: The Hammer	Does anyone remember that old joke about the WordPerfect support call? I had a call like that a few weeks ago. I was out with my dad and brother on a Saturday afternoon, when I get a page. It's one of our remote offices, so I call them back right away on my cell phone. The lady that answers tells me that an application isn't working. I ask her to check the server in the back room. A few minutes later she comes back on the phone "Sorry it took so long, but I had to find a flashlight to check the server, as all the lights are out." "Excuse me???" "Ya, the power went out 30 minutes ago" At this point, I'm wondering how stupid could she possibly be.