Call 10 mins before you leave? - our phone goes crazy right on 5pm - I never get out of there on time!
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Customers!
- Thread starter babyharley
- Start Date
- Thread Starter Thread Starter
- #22
Oh its like that with us too - people don't understand that I want to go home!
I work in investments, so around tax time we are swamped with calls. I get calls from people sitting in their CPA's office that want information that will take days to accumulate. I've never figured out why they wait until they get there to call for the information, or why they think yelling at me is going to speed it up. I have a standard procedure...it is....yell at me and you go to the bottom of the pile.
I can SO relate with these.
When I was working for an awning company who made custom awnings and hurricane panels we would get some snotty customers... I remember one WELL....
Me: Thank you for calling ____. This is Alycia how can I help you?
Customer: Yes I need to order some custom hurricane panels.
Me: Well what I can do for you is set up an appointment for a free estimate.
Cust: Ok, how about in an hour?
Me: Sir/Ma'am we only do estimates on tues and thurs. would Xo'clock be ok on tues?
Cust: Well, how bout I just fax the measurements to you and have him give me a call?
ME: Ok, our # is ***-****.
10 mins later, we get a fax that is literally a square drawn on a peice of paper w/no measurements. Only "top" and "bottom" written on it.
20 mins after that
Me: Thank you for calling ____. This is Alycia how can I help you?
Cust: (same as before) Yes I faxed the measurements? Can I pick up the hurricane panels now?
Me:
Cust: WHAT?! You've had 30 mins! That's ridiculous! I'm going to LOWES and getting them! *click*
My reaction? Shoulda went to Lowe's in the first place!
I feel sorry for the Lowe's employees!
Sometimes I wonder if peopel are serious when they make some phone calls.
Part of my job is training people to do reception work. Several times we've gone to the back and purposly made silly calls to whoever was on the reception desk. Not nasty calls, but stuff to make them think on thier toes! Though we do get some interesting calls...but not like some of you have gotten!
Part of my job is training people to do reception work. Several times we've gone to the back and purposly made silly calls to whoever was on the reception desk. Not nasty calls, but stuff to make them think on thier toes! Though we do get some interesting calls...but not like some of you have gotten!
I get at leats 3 idiots a day, today was worse thana usual
It started with... ''I know I am supposed to give you 10 days scheduling notice... but I forgot to call you last week, can you do the job tomorrow because I did remember to call the building inspector and don't want to get charged a call out fee'' UMMM you think you would have remembered to call us when you booked the inspector?
This followed by a few more people who can't tell the difference between insurance and insulation in the yellow pages and then argue with me that we shouldn't put our advert in the insurance section
I get a few of these every week to the extent that I ordered every yellow pages and checked.
Then the customer mentioned earlier, and the guy who argued with me on the type of insulation we use, ummm I work here you don't why would you know better than me?
I am not a people person this week
It started with... ''I know I am supposed to give you 10 days scheduling notice... but I forgot to call you last week, can you do the job tomorrow because I did remember to call the building inspector and don't want to get charged a call out fee'' UMMM you think you would have remembered to call us when you booked the inspector?
This followed by a few more people who can't tell the difference between insurance and insulation in the yellow pages and then argue with me that we shouldn't put our advert in the insurance section
Then the customer mentioned earlier, and the guy who argued with me on the type of insulation we use, ummm I work here you don't why would you know better than me?
I am not a people person this week
I've been workin gin call centers, for the past 3 years. The first was for an automoblie finance company.
Customer: There's a tow truck hooking up to my car! They can't DO that!.
Me (after reviewing acount and seeing that she is 87 days past due with her payments): Ma'am, you are curRently 87 days past due and have not returned a single one of our phone calls. I will have to transfer you to the Collections Department.
Customer: Collections! You turned me over to COLLECTIONS?
Me: Ma'am this account has been in collections, for over 2 months. You haven't been returning their calls.
Customer: "CLICK"
Nowadays, I handle collectons, for a major wireless provider. Customers call in, when their phones are shut off and complain that we gave them no warning. Naturally, I KNOW that they are lying, as they are sent 3 text messages AND get a phone call, before service is suspended. THEN, they want me to turn on their phones and give them another 2 weeks, to a month, to pay what they CURRENTLY owe - no mention of the charges that they are going to rack up, during that time. IDIOTS!
Customer: There's a tow truck hooking up to my car! They can't DO that!.
Me (after reviewing acount and seeing that she is 87 days past due with her payments): Ma'am, you are curRently 87 days past due and have not returned a single one of our phone calls. I will have to transfer you to the Collections Department.
Customer: Collections! You turned me over to COLLECTIONS?
Me: Ma'am this account has been in collections, for over 2 months. You haven't been returning their calls.
Customer: "CLICK"
Nowadays, I handle collectons, for a major wireless provider. Customers call in, when their phones are shut off and complain that we gave them no warning. Naturally, I KNOW that they are lying, as they are sent 3 text messages AND get a phone call, before service is suspended. THEN, they want me to turn on their phones and give them another 2 weeks, to a month, to pay what they CURRENTLY owe - no mention of the charges that they are going to rack up, during that time. IDIOTS!
I just had a customer come in wanting ice. But they didn't know how much they wanted. They just looked at me blankly. Well gee you moron if you tell me what you are going to use the ice for i may be able to recommend an amount!! DUH!!
at my current job as executive assistant, I answer the phones alot. This used to not be my responsibility, but they merged some of the work, and I got this as a bonus...
phone rings....
Me: Good Morning, thank you for calling _____'s Philadelphia Office
client: Hi, I don't know who I need to speak to, but I need to talk to someone working on the Annex Building section G56.
Me: I'm sorry, I don't know who is working on each individual project sir, do you have a name of the person you'd like to speak to?
Person: No, I don't know who I need to speak to. You mean to tell me you don't know who is working on that project?
Me: Sir I'm sorry, but there is 500 people that work here, and I dont' know who works on each individual project. Do you know what dept you need?
Person: The dept that handles Annex's.
Me: I'm sorry sir, I mean architectural, engineering or interior design, I can get you to one of the departmental assistants and they can help you from there.
Person: Well, can I just speak to John Smith then?
Me: sure, please hold.
(I put him through to John's ext, he gets a voicemail and presses 0 to come back to me)
Me: front desk?
Person: Did I just speak to you?
Me: Yes.
Person: How'd I get to you again? I wanna speak to John.
Me: You pressed 0 sir. John must be away from his desk did you leave him a message?
Person: No. Can you page him?
Me: I'm sorry sir we can not page.
Person: Well why not? That's ridiculous! Can you tell me if he's at his desk?
Me: (said sarcastically
Person: Yes, put me into his voice mail.
OMG I love this thread!
I work in the printing industry and I can't believe some of the idiots we get. First of all I take orders & do office stuff- not work on equipment. Nevermind the fact that each specific press model has thousands of parts on it and there's probably 100's of different models, people still expect to place an order without a part #. I always get something along the lines of "I need to order that wheel thingy on the feeder end, next to the bar that pushes the..." I have to interrupt them (because it will go on and on and on for ever if I don't!) and tell them that I don't even know what the machine they are talking about looks like.
When people call in for service on their equipment I (naturally) need to know what type of equipment needs service- do you think these people know what kind of machine they run 40 hours a week!??!?!
To me- that's like not knowing what kind of car you drive!
Another personal favorite of mine is when we get irrate customers- for whatever reason, usually something stupid- that scream, curse, hang up on us, call back to yell more, hang up again, etc, etc, etc... I have one guy that was just straight up insane- so I found out his address & we're sending him some anonymous anger management material after a little bit of time goes by
I'm sure he'll piss someone off in between then & now
and by then he won't even suspect us! lol!
It also drives me nuts when people call and start talking about something that I have no clue about. It's like they try to give too much background information BEFORE they get to the question so I don't even know what the heck I'm listening for or what information is relevant. Tell me WHY you are telling me all this extra crap FIRST please!
I wish there was a way to send poisonous darts through the phone- I'd be all over that!
I work in the printing industry and I can't believe some of the idiots we get. First of all I take orders & do office stuff- not work on equipment. Nevermind the fact that each specific press model has thousands of parts on it and there's probably 100's of different models, people still expect to place an order without a part #. I always get something along the lines of "I need to order that wheel thingy on the feeder end, next to the bar that pushes the..." I have to interrupt them (because it will go on and on and on for ever if I don't!) and tell them that I don't even know what the machine they are talking about looks like.
When people call in for service on their equipment I (naturally) need to know what type of equipment needs service- do you think these people know what kind of machine they run 40 hours a week!??!?!
Another personal favorite of mine is when we get irrate customers- for whatever reason, usually something stupid- that scream, curse, hang up on us, call back to yell more, hang up again, etc, etc, etc... I have one guy that was just straight up insane- so I found out his address & we're sending him some anonymous anger management material after a little bit of time goes by
It also drives me nuts when people call and start talking about something that I have no clue about. It's like they try to give too much background information BEFORE they get to the question so I don't even know what the heck I'm listening for or what information is relevant. Tell me WHY you are telling me all this extra crap FIRST please!
I wish there was a way to send poisonous darts through the phone- I'd be all over that!
- Thread Starter Thread Starter
- #31
This is just NOT my week for customers
Today I have customer come in for an estimate.
Customer: Yeah, I need an estimate for body damage.
Me: Unfortunately, my estimator/boss is out of the office today, do you think
you could come back tomorrow? Or is the damage severe?
Customer: No, Its not bad.
Me: Ok, could you make an appointment to come back tomorrow?
Customer: No. I need this done on a Friday, done in ONE day
Me:
Um, sir, we do not schedule on Friday's as that is our busiest day for outgoing cars.
Customer: Ok, I need to schedule for Friday.
Me: AHHHHHHHHHHHHHHH!!!!
Today I have customer come in for an estimate.
Customer: Yeah, I need an estimate for body damage.
Me: Unfortunately, my estimator/boss is out of the office today, do you think
you could come back tomorrow? Or is the damage severe?
Customer: No, Its not bad.
Me: Ok, could you make an appointment to come back tomorrow?
Customer: No. I need this done on a Friday, done in ONE day
Me:
Customer: Ok, I need to schedule for Friday.
Me: AHHHHHHHHHHHHHHH!!!!
I get this alot too:
Me: Thank you for calling _____'s Philadelphia office.
Them: Can I speak to Ken Anderson.
Me: I'm sorry I don't have anyone here by that name.
Them: Well is this 215-555-1212?
Me: I'm sorry it's a switchboard for an Architectural Firm, is that what you were trying to reach?
Them: (completely not listening to anything I've said) Tell me, is this 215-555-1212?
Me: (frusterated) I'm sorry I don't know what you dialed.
Them: (angry and usually screaming) you don't know what # this is???
Me: How would I know what you dialed on your phone??????
PS....Sarah, Maui is just adorable!!!
Me: Thank you for calling _____'s Philadelphia office.
Them: Can I speak to Ken Anderson.
Me: I'm sorry I don't have anyone here by that name.
Them: Well is this 215-555-1212?
Me: I'm sorry it's a switchboard for an Architectural Firm, is that what you were trying to reach?
Them: (completely not listening to anything I've said) Tell me, is this 215-555-1212?
Me: (frusterated) I'm sorry I don't know what you dialed.
Them: (angry and usually screaming) you don't know what # this is???
Me: How would I know what you dialed on your phone??????
PS....Sarah, Maui is just adorable!!!
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I had a customer ask me in all seriousness a few days ago:
"Where do we get the money to pay for textbooks?"
I wasn't even sure how to respond to that. Uh... get a job? Then there's always the people who come in and say:
"I need a book. I don't remember who its by, or what its called... but I would recognize it if I saw it!"
How am I supposed to help you find that?
"Where do we get the money to pay for textbooks?"
I wasn't even sure how to respond to that. Uh... get a job? Then there's always the people who come in and say:
"I need a book. I don't remember who its by, or what its called... but I would recognize it if I saw it!"
How am I supposed to help you find that?
- Thread Starter Thread Starter
- #34
I'm going to ask that next time I have to pay my bills!
"Where am I supposed to get the money to pay my electric bill?"
Nothing really stands out in my mind, but I really feel for those that work in retail. I worked in retail for many years, so I know what these people go through. I'm at a point in my life where I don't need to work with customers in that aspect anymore, but satill deal with it on a smaller scale.
Back when HomeBase was around, I worked there right before they went under. Funny thing is, I knew they were going to go under about 1 1/2 years before they actually did. The management pushed customer service, but didn't treat the employees well. When you don't treat the employess good, the employees don't treat the customers good. When the customers are treated badly, they go to Home Depot or Lowe's.
Don't even get me started on Wal-Mart and their "pledge to customer service" because there isn't any until you are checking out and you hand them your money.
Back when HomeBase was around, I worked there right before they went under. Funny thing is, I knew they were going to go under about 1 1/2 years before they actually did. The management pushed customer service, but didn't treat the employees well. When you don't treat the employess good, the employees don't treat the customers good. When the customers are treated badly, they go to Home Depot or Lowe's.
Don't even get me started on Wal-Mart and their "pledge to customer service" because there isn't any until you are checking out and you hand them your money.
It's not my week for them either but I am trying to forget the annoying ones from today, this one however needs to be shared
customer: I would like a free estimate please
me: what kind of insulation are you looking for?
him: ummm duh the kind that goes in your house, what are you stupid?
me: sir, there are several types of insulation that can be used in your home, where is it being applied to, attic, walls, garage etc
him: I don't know - the house is cold everywhere
me: ok well I will send out a general estimator then, can I have your address
him: I am not telling you where I live you could be an axe murderer
me (losing my patience): ok well I will put you through to the estimator and you can give it to him
him: well he could be an axe murderer too
me: well so could our workers but they will still have to come to your house to do the insulation
him: don't you do police checks on employees
me: yes that would be why neither myself nor the estimator is an axe murderer
him: well I still don't feel right giving out my address - can you just give me a price over the phone
me: well yes, if you know exactly what type of insulation you need and where you need it as well as measurements
him: well I don't know that
me: well then I can arrange for an in home visit, if you give me your address
him: ok... gives address
me: thank you, can I take your name and phone number so the estimator can call you to set up an appointment
him: no - have you ever heard of identity theft? ~hangs up~
Seriously I felt like I was on one of those shows to see how much of him I could handle
customer: I would like a free estimate please
me: what kind of insulation are you looking for?
him: ummm duh the kind that goes in your house, what are you stupid?
me: sir, there are several types of insulation that can be used in your home, where is it being applied to, attic, walls, garage etc
him: I don't know - the house is cold everywhere
me: ok well I will send out a general estimator then, can I have your address
him: I am not telling you where I live you could be an axe murderer
me (losing my patience): ok well I will put you through to the estimator and you can give it to him
him: well he could be an axe murderer too
me: well so could our workers but they will still have to come to your house to do the insulation
him: don't you do police checks on employees
me: yes that would be why neither myself nor the estimator is an axe murderer
him: well I still don't feel right giving out my address - can you just give me a price over the phone
me: well yes, if you know exactly what type of insulation you need and where you need it as well as measurements
him: well I don't know that
me: well then I can arrange for an in home visit, if you give me your address
him: ok... gives address
me: thank you, can I take your name and phone number so the estimator can call you to set up an appointment
him: no - have you ever heard of identity theft? ~hangs up~
Seriously I felt like I was on one of those shows to see how much of him I could handle
I used to work in retail in a small store and we had to lock up the tampons for a while because people kept stealing them.
People also liked to steal the douches. Don't ask me why.
People also liked to steal the douches. Don't ask me why.
By Federal law, we collections agents have to verify that we are speaking to an authorized party, before we can give out account information.
ME: Thank you for calling XXX Customer Finance, may I have you mobile (cell) number, area code first?
CALLER: I don't know my number.
ME: Do you have your account number?
CALLER: No, can't you look it up, from caller ID?
ME: No ma'am - this system doesn't have caller ID. I can look up your account, using your Social Security number. May I have that?
CALLER: I don't have my Social Security number. I'm a Katrina victim and I lost everything. (Mind you, this call was a MONTH ago, nearly a YEAR after Katrina).
ME: Ma'am, how long have you had this phone?
CALLER: About 4 months.
ME: Ma'am, you wouldn't have been able to GET a cellphone, without your Social Security number. (Besides, she wouldn't have been able to get any benefits, without it, either)
CALLER: I'm a Katrina victim, we get whatever we want.
ME: Ma'am, without SOME kind of identification, I cannot pull up your account OR give you any information.
CALLER: "CLICK"
Then, there are the ones who call in to make a payment and do NOT have their credit/debit card or checking account info with them. I am supposed to be psychic and magically pull the right numbers, out of thin air
ME: Thank you for calling XXX Customer Finance, may I have you mobile (cell) number, area code first?
CALLER: I don't know my number.
ME: Do you have your account number?
CALLER: No, can't you look it up, from caller ID?
ME: No ma'am - this system doesn't have caller ID. I can look up your account, using your Social Security number. May I have that?
CALLER: I don't have my Social Security number. I'm a Katrina victim and I lost everything. (Mind you, this call was a MONTH ago, nearly a YEAR after Katrina).
ME: Ma'am, how long have you had this phone?
CALLER: About 4 months.
ME: Ma'am, you wouldn't have been able to GET a cellphone, without your Social Security number. (Besides, she wouldn't have been able to get any benefits, without it, either)
CALLER: I'm a Katrina victim, we get whatever we want.
ME: Ma'am, without SOME kind of identification, I cannot pull up your account OR give you any information.
CALLER: "CLICK"
Then, there are the ones who call in to make a payment and do NOT have their credit/debit card or checking account info with them. I am supposed to be psychic and magically pull the right numbers, out of thin air
- Thread Starter Thread Starter
- #39
We have crazies that call our place!
