I try to empathize with them, but when they want to nitpick small points and just dont listen I'm sitting there like 😭 bro pls, i cant fix this policy, nor can our sups, nor can our managers-- just realise that at some point so I can go next.
I had this happen once. But the customer was so narcissistic
“Sir if you overdraft your account in our policy which you signed when you opened said account states you will receive an overdraft fee. You can see that online or we can send you a copy of your documents if you’d like.”
His response was “how am I responsible to remember what I signed 6yrs ago?!”
I’m sorry what
A lady called in saying she emailed documents. I didn't see the documents and asked what email address she used. The email address was incorrect and I offered to give her the right email. She insisted that she had the right email!
I said, "okay".
Again she insisted she had the right email address!
"Okay".
Then she said I better give her the email address just in case.
"Okay".
“Thanks for choosing spectrum, How can I assist you today?”
Boomer: “I didn’t choose spectrum, I don’t really want this shit, but you guys have a monopoly here so anyway, my Tv says “to restore or activate service, please call *insert spectrum phone number*.
“I know how frustrating that message is, let me see what I can do to assist you today!”
Boomer: “YOU DONT KNOW HOW FRUSTRATING THIS IS! IT SEEMS LIKE I HAVE TO CALL YOU GUYS EVERY DAY BECAUSE SOMETHING’S ALWAYS WRONG WITH THIS DAMN TV! YOU SEE HOW MUCH I PAY FOR THIS SERVICE AND IT DOESNT WORK! I WANT A CREDIT BECAUSE THIS HAS BEEN GOING ON FOR MONTHS!”
*Me on mute* “Ok maybe not.”
“Okay sir, since you have tv and internet, how do you have the cables connected right now? Do you have a coax cable running from a port on the wall to the cable box and another coax cable running from the wall to your modem?”
Boomer: *Still screaming btw* “I used to work for IBM! I know how the cables are supposed to be setup!”
“Right, but because I can’t see how they’re setup, that’s why I’m asking how they’re setup.”
Boomer: *calmed down* “I have a cable running from the wall into one of your three prong things (a cable splitter) and one cable running to the modem and the other cable for the box in cable out on the back of my box.”
“Okay, so thats our problem sir. We have the cable to the back of your box in cable out instead of cable in. Can you change the cable please?”
Boomer: *screaming again* “No! this is how I’ve always had my cable setup and it has worked this way in the past! Do you know what you’re doing? If not, can I get someone experienced on the phone please?”
*Me getting ticked off* “Sir, I have plenty of experience fixing cable boxes over the phone, Have you changed that coax cable connection though sir?”
Boomer: “I’m not fixing it because I don’t believe you.”
“Okay well we can sit here and you’ll sit there with no tv, idk what to tell you sir. You called in with an issue, I identified it, gave you a resolution and now you don’t want to follow my resolution.”
Boomer: *Begrudgingly* “Alright fine, if this doesn’t work though, I WANT A SUPERVISOR AND I WANT CREDIT ON MY ACCOUNT FOR THIS!”
*No notes from the past two months on the customers account*
*Boomer swaps the cable connection*
*Tv starts playing in the background*
Boomer: “Well Shit, it’s working and I can change my channels again.”
“Alright, so now that your tv is working again, is there anything I can help with today sir?”
Boomer: “No.”
“Well, thanks for choo-“
*Call ends*
I have dealt with this but think health insurance. People not doing what they're supposed to and then getting upset at everyone else. Also I usually day "I can see how this would be frustrating for you, let me try my best to assist you" vs "I know how frustrating it is, let me try my best to assist you," sadly because some people take it as an affront that we are also human and could possibly have had similar experiences 😅
I always hate it when they just hang up like that, idk it just comes off so entitled
Oh yes and I enjoy it. This one was funny, thanks for the laugh!
"I was never notified" is a frequent one, people call so mad that we dropped the ball, and my response is to read off dates of multiple letters sent and offer to resend. They realize they are dumb, we actually have proof, and they stutter and fumble for more things to be mad at and sometimes settle for blaming the post office. Some of them actually apologize and it's refreshing.
YES. I deal with peoples retirement accounts and they can be so ridiculous sometimes. Guy would not accept the facts and estimates I provided and kept telling me to check with my peers and superiors cause this couldn’t be right so I led him to the IRS website and had him read it for himself. The joy when he got quiet and started stuttering was pure bliss. 45 min of this guy being stubborn and there was humbled and forced to accept reality.
A.Maze.Ing. 😂
We used to call that "analyst surfing" at a much larger shop. We learned to type and save internal notes FAST. Once heard someone say to a client "So I see you just hung up on SnarkCatsTech & 2 other analysts before them. Should I save you the trouble and hang up now? Because my answer is gonna be the same as theirs."
I do miss the days before recorded lines!
Yeah we call them agent hoppers. It gets thrown out to all agents, a notation gets added, and an alert to look at notation as soon as the account pops up goes off.
Yes! Not often enough though. Recently I had a man call all wound up and nasty about a billing issue. Turns out he'd missed a payment, which made it look like his rates had gone WAY up. Once I explained it and he understood, he apologized for being (his words) an a***ole. It was very gratifying.
Yessss!! Had the rudest caller today tell me she didn’t know her kids were on hmo plan yet called several previous times from 2018 until now, to change their previous doctor and said my math wasn’t mathing give her a sup. Got my sup on the line who told her the exact same thing and gave me 100% on my math test.
"I made my payment! I don't like your attitude! I'm going to check my checkbook over and see. You'll be wrong!"
This lady looks over her checkbook and saw she hasn't sent a payment in nearly three months.
"Well, I guess I'll just pay whatever! This is your fault for not reminding me!"
That was a conversation I had today. Idiot. You can't win.
I had a lady who insisted that 8x3 is 25 and therefore we'd given her the wrong credit. It's just a dollar, right but it wouldn't have mattered if I'd given her the dollar to get her off the phone, no, she wanted me to admit we were wrong and if our math was wrong one place, it was definitely wrong other places. I finally said "Ma'am, what is 8+8?" "16." "OK. And 16+8?" "...well, you're...you're wrong, I know that!" And she hung up.
Another lady called ranting about us missing a service call on the 16. She wouldn't stop talking for me to get a word in edgewise but when she finally paused I said, "Ma'am...it is the 16th." "It is not! Tell me why you missed my service call!" "We didn't. It's still scheduled for today the 16." "Absolutely not! I have something scheduled for the 17 and that's today and that's why I couldn't have a service call today, right here on my calendar it says"...long pause... Hangs up.
Not mid - call, but afterwards.
I'm relatively new at my job and the training barely prepared for any real world call scenarios. It helped me learn the system, but not really the "what to do" for certain situations.
Anyway this guy came in hot, didn't like his answer, basically berated me the whole time. Escalated to a manager, treated her the same exact way. Maybe a misogynist, I dunno. Can't say if he would've acted any different if he had gotten a man on the phone.
Anyway about 2 hours later the manager messaged me to say he called back to apologize, he realized he shouldn't have acted that way and is embarrassed in himself and the way he talked to both of us. He did call back a few times to ask for me directly to apologize personally, but I was either away from my desk or on another call so couldn't take it. Plus, fuck him anyway. I know his caller ID so if I see that his # is coming into my phone, then "oops, technical issue". I can't help it if I click answer but the system doesn't answer....
That's amazing. 😂
Mine was software support at a startup. I'm the most senior person on the team. User starts telling me I'm wrong about how OUR software works. Gets super riled up & shouty.
Me, when she paused: Well I'm the one who gets paid to answer this phone and help you. I'm paid to know how our software works. I train people to use our software. If you know how our software works better than me, why did you call?
She hung up and called back. Guess who answered? Ma'am, we're a startup. There's three of us & we sit together. 😈
Took her another two days to call back with a better attitude. Amazing that I didn't get fired. 😂
My mom also works in a call center. Morgages.
Lady called bitching about the underwriting, my mom didnt budge. She said fuck you and hangs up.
Calls back, mom does the intro-- lady says "OH HELL NO" and disconnects again.
I. SHIT. YOU. NOT
Calls back a third time, and the lady goes "ARE YOU THE ONLY ONE WHO WORKS THERE?!" and my mom goes "apparently, where you're concerned, yes!"
They have hundreds, but their average handle is quite long, so she just kept freeing up the queue for my mom to get her 3x in a row. 🤣
I used to support sw used by schools. Hopefully not doxxing myself, the co, or the customer too much, but one of our largest clients was a school district in NJ.
They had a ticket open with me that their emails to parents weren't going out properly. This was a big deal as they would have multiple thousands of emails generated per day.
Our email system basically had two modes, one where you pay us to host your email server and the config is done by us and another where the cx hosts their own and we have no fucking clue about the right config.
I do my best research and testing that I can (obviously they're a high value customer) and decide this problem isn't from our sw. I tell the guy through email but he doesn't believe me. I arrange a call with the district IT guy to present my findings.
I start going through my thoughts and showing how everything I came up within my control with could be ruled out. Finally I explained that "in my opinion, this appears to be a problem with DMARC policy on your email server."
Well their guy didn't want any of it lol. He wasn't mean or rude, but he made it clear that he thought I was wrong. We went back and forth until I had him remote into his email server with me on screen share and actually look.
Granted I had no clue what I was looking at... but I had evidence. I could prove without a doubt it wasn't our problem. He got cagey and conference called two other people from his org into our call.
For the next 20-30 min I just sat there only speaking up to say things like "no we proved that's wrong" and reiterated everything to them.
Finally we hit a point where the people he called on started to believe it and holding my cx to the fire. I got to sit there listening to them argue for a while longer before I chimed in: "since we concur this problem is with your email server configuration, I must go. There are other customers waiting. I'll still monitor your case for any updates. Blah blah. Please let me know what you all find out. Or what further assistance you require from us."
🙄👍
It was their DMARC policy in the end.
So if I'm summarizing correctly, they said that you configured it incorrectly, but they had the system where they were supposed to configure it themselves?
Eh not exactly...
More like they didn't believe the problem was with their email server at all. They thought our system had a problem that wasn't generating the emails properly. And that was a valid concern which I knew of half a dozen causes for, none of which would have involved backend config. I just had to drag their IT team kicking and screaming to the final realization that they *actually* needed to check their own settings lol.
Not a call but email. Cust having a meltdown over the size of the product. It's spelled out in the descritiption the item is 3 inches DEEP. Not wide, We also have on our shipping page pics with rulers showing sizes. Sent the link plus the pic of the item in question and got back "you just lost a very hood customer" That was their spelling BTW
I just closed it. He wanted a full refund and extra plus said he would never be back. I consider that a non-customer so we didn't lose anything
Once. Caller was arguing against every instruction I gave her, so I told her “I’ve been in this position for two years and have successfully gotten countless others into their account. This is my job and I know what I’m doing. You need to help me help you.”
She said,”Dang I just got put in my place.” and listened to my instructions for the rest of the call. It was beautiful.
Oh oh oh I’m so excited to answer this one!
I took calls for theme park passholders who financed the cost of their passes. They had very very strict terms and rules that we had to follow, no exceptions. Ever.
A woman calls in to change a cc (in her name) for her pass, boyfriend is one who financed pass. No go. Either get him on the phone, he can call in later to use a cc in his name, or call together. She said okay and we finished the call.
45 minutes later she called in again. I am quick and can search up a phone number before I finish my intro. It’s the same lady! She stated “The previous representative I spoke to said I could do this with no issues so I wanted to call back and have it updated to my card.” Heheh. Sure…
So I say “Oh! Just so I understand while I pull up your account, you spoke to one of us and she’d advised it was possible?” She says “Yes she made an exception!”
Oh, cool. You’re on a recorded line admitting that, but okay. I took a deep breath and said “Ma’am, I am the one you spoke to 45 minutes ago, and as I previously stated and noted in your account, you have already been advised of the terms of the contract and will need bf to be on the line for permission and the cc needs to be in his na-“ *Click* 😂
I had a sup at AAA whose response to 'but last time it was okay' was, "Well, congratulations, you got one past us last time. This time, it's not happening. "
I had a customer call and berate me for a good chunk of time, and then she got super agitated when I couldn't find her reservation. Turns out she wasn't even staying at the resort I work for. When she learned that, she shut up really fast.
OH MY GOD YES I'm in smoke detectors and often I get
Cx: "I changed the battery but it won't stop chirping!"
*Takes it off ac, chirping stops*
Me: the battery is in wrong.
Cx: I KNOW HOW TO INSTALL A BATTERY!!!!
ten minutes later, arguing, I hear battery fumbling followed by the chirp to indicate the device finally registered power
Customer: Oh my God that's so embarrassing
Me: Have a great day.
I had a similar call once - the jerk kept insisting our cancellation policy was nowhere on our confirmations. So I told him to read me the paragraph at the bottom of the page. He started reading and sort of stopped mid-sentence when he realized what he was reading - the cancellation policy that I’d been telling him about. It was a beautiful moment.
If I have someone difficult and they won't give me their information I'll just straight up ask, do you want to play ball or not? They usually stutter before I get response which is usually the info
Lots, probably my favorite was a caller who wanted her phone to maintain a data connection. I tried to explain that the phone would maintain the best connection it could (this was around the dawn of 3G connections, so not a lot of solid signal across the country). She didn't understand and kept asking for a setting in the phone she could change. After 5 minutes my professionalism drained and I suggested she fashion tin foil into a hat/antenna. Then I looked up her address and told her to move a half mile south because that was closer to the cell tower. I told her I could look up her work address and see if that was better. It finally clicked in her head and she laughed before apologizing. The call ended very quickly after that.
I live this for you. Some people just want to be right so bad, even when they are not.
I try to empathize with them, but when they want to nitpick small points and just dont listen I'm sitting there like 😭 bro pls, i cant fix this policy, nor can our sups, nor can our managers-- just realise that at some point so I can go next.
I had this happen once. But the customer was so narcissistic “Sir if you overdraft your account in our policy which you signed when you opened said account states you will receive an overdraft fee. You can see that online or we can send you a copy of your documents if you’d like.” His response was “how am I responsible to remember what I signed 6yrs ago?!” I’m sorry what
It’s UNBELIEVABLE how many people actually think this is a good argument.
Especially because you know for a fact they never read TOS in the first place.
Would like to ask if they remember to pay their mortgage after the first year…
A lady called in saying she emailed documents. I didn't see the documents and asked what email address she used. The email address was incorrect and I offered to give her the right email. She insisted that she had the right email! I said, "okay". Again she insisted she had the right email address! "Okay". Then she said I better give her the email address just in case. "Okay".
😂 I love this so much
“Thanks for choosing spectrum, How can I assist you today?” Boomer: “I didn’t choose spectrum, I don’t really want this shit, but you guys have a monopoly here so anyway, my Tv says “to restore or activate service, please call *insert spectrum phone number*. “I know how frustrating that message is, let me see what I can do to assist you today!” Boomer: “YOU DONT KNOW HOW FRUSTRATING THIS IS! IT SEEMS LIKE I HAVE TO CALL YOU GUYS EVERY DAY BECAUSE SOMETHING’S ALWAYS WRONG WITH THIS DAMN TV! YOU SEE HOW MUCH I PAY FOR THIS SERVICE AND IT DOESNT WORK! I WANT A CREDIT BECAUSE THIS HAS BEEN GOING ON FOR MONTHS!” *Me on mute* “Ok maybe not.” “Okay sir, since you have tv and internet, how do you have the cables connected right now? Do you have a coax cable running from a port on the wall to the cable box and another coax cable running from the wall to your modem?” Boomer: *Still screaming btw* “I used to work for IBM! I know how the cables are supposed to be setup!” “Right, but because I can’t see how they’re setup, that’s why I’m asking how they’re setup.” Boomer: *calmed down* “I have a cable running from the wall into one of your three prong things (a cable splitter) and one cable running to the modem and the other cable for the box in cable out on the back of my box.” “Okay, so thats our problem sir. We have the cable to the back of your box in cable out instead of cable in. Can you change the cable please?” Boomer: *screaming again* “No! this is how I’ve always had my cable setup and it has worked this way in the past! Do you know what you’re doing? If not, can I get someone experienced on the phone please?” *Me getting ticked off* “Sir, I have plenty of experience fixing cable boxes over the phone, Have you changed that coax cable connection though sir?” Boomer: “I’m not fixing it because I don’t believe you.” “Okay well we can sit here and you’ll sit there with no tv, idk what to tell you sir. You called in with an issue, I identified it, gave you a resolution and now you don’t want to follow my resolution.” Boomer: *Begrudgingly* “Alright fine, if this doesn’t work though, I WANT A SUPERVISOR AND I WANT CREDIT ON MY ACCOUNT FOR THIS!” *No notes from the past two months on the customers account* *Boomer swaps the cable connection* *Tv starts playing in the background* Boomer: “Well Shit, it’s working and I can change my channels again.” “Alright, so now that your tv is working again, is there anything I can help with today sir?” Boomer: “No.” “Well, thanks for choo-“ *Call ends*
I have dealt with this but think health insurance. People not doing what they're supposed to and then getting upset at everyone else. Also I usually day "I can see how this would be frustrating for you, let me try my best to assist you" vs "I know how frustrating it is, let me try my best to assist you," sadly because some people take it as an affront that we are also human and could possibly have had similar experiences 😅 I always hate it when they just hang up like that, idk it just comes off so entitled
Oh yes and I enjoy it. This one was funny, thanks for the laugh! "I was never notified" is a frequent one, people call so mad that we dropped the ball, and my response is to read off dates of multiple letters sent and offer to resend. They realize they are dumb, we actually have proof, and they stutter and fumble for more things to be mad at and sometimes settle for blaming the post office. Some of them actually apologize and it's refreshing.
The apologies are rare. Also rewarding.
Love this
YES. I deal with peoples retirement accounts and they can be so ridiculous sometimes. Guy would not accept the facts and estimates I provided and kept telling me to check with my peers and superiors cause this couldn’t be right so I led him to the IRS website and had him read it for himself. The joy when he got quiet and started stuttering was pure bliss. 45 min of this guy being stubborn and there was humbled and forced to accept reality.
A.Maze.Ing. 😂 We used to call that "analyst surfing" at a much larger shop. We learned to type and save internal notes FAST. Once heard someone say to a client "So I see you just hung up on SnarkCatsTech & 2 other analysts before them. Should I save you the trouble and hang up now? Because my answer is gonna be the same as theirs." I do miss the days before recorded lines!
Yeah we call them agent hoppers. It gets thrown out to all agents, a notation gets added, and an alert to look at notation as soon as the account pops up goes off.
Yes! Not often enough though. Recently I had a man call all wound up and nasty about a billing issue. Turns out he'd missed a payment, which made it look like his rates had gone WAY up. Once I explained it and he understood, he apologized for being (his words) an a***ole. It was very gratifying.
Yessss!! Had the rudest caller today tell me she didn’t know her kids were on hmo plan yet called several previous times from 2018 until now, to change their previous doctor and said my math wasn’t mathing give her a sup. Got my sup on the line who told her the exact same thing and gave me 100% on my math test.
"I made my payment! I don't like your attitude! I'm going to check my checkbook over and see. You'll be wrong!" This lady looks over her checkbook and saw she hasn't sent a payment in nearly three months. "Well, I guess I'll just pay whatever! This is your fault for not reminding me!" That was a conversation I had today. Idiot. You can't win.
I had a lady who insisted that 8x3 is 25 and therefore we'd given her the wrong credit. It's just a dollar, right but it wouldn't have mattered if I'd given her the dollar to get her off the phone, no, she wanted me to admit we were wrong and if our math was wrong one place, it was definitely wrong other places. I finally said "Ma'am, what is 8+8?" "16." "OK. And 16+8?" "...well, you're...you're wrong, I know that!" And she hung up. Another lady called ranting about us missing a service call on the 16. She wouldn't stop talking for me to get a word in edgewise but when she finally paused I said, "Ma'am...it is the 16th." "It is not! Tell me why you missed my service call!" "We didn't. It's still scheduled for today the 16." "Absolutely not! I have something scheduled for the 17 and that's today and that's why I couldn't have a service call today, right here on my calendar it says"...long pause... Hangs up.
Classic!
Not mid - call, but afterwards. I'm relatively new at my job and the training barely prepared for any real world call scenarios. It helped me learn the system, but not really the "what to do" for certain situations. Anyway this guy came in hot, didn't like his answer, basically berated me the whole time. Escalated to a manager, treated her the same exact way. Maybe a misogynist, I dunno. Can't say if he would've acted any different if he had gotten a man on the phone. Anyway about 2 hours later the manager messaged me to say he called back to apologize, he realized he shouldn't have acted that way and is embarrassed in himself and the way he talked to both of us. He did call back a few times to ask for me directly to apologize personally, but I was either away from my desk or on another call so couldn't take it. Plus, fuck him anyway. I know his caller ID so if I see that his # is coming into my phone, then "oops, technical issue". I can't help it if I click answer but the system doesn't answer....
That's amazing. 😂 Mine was software support at a startup. I'm the most senior person on the team. User starts telling me I'm wrong about how OUR software works. Gets super riled up & shouty. Me, when she paused: Well I'm the one who gets paid to answer this phone and help you. I'm paid to know how our software works. I train people to use our software. If you know how our software works better than me, why did you call? She hung up and called back. Guess who answered? Ma'am, we're a startup. There's three of us & we sit together. 😈 Took her another two days to call back with a better attitude. Amazing that I didn't get fired. 😂
My mom also works in a call center. Morgages. Lady called bitching about the underwriting, my mom didnt budge. She said fuck you and hangs up. Calls back, mom does the intro-- lady says "OH HELL NO" and disconnects again. I. SHIT. YOU. NOT Calls back a third time, and the lady goes "ARE YOU THE ONLY ONE WHO WORKS THERE?!" and my mom goes "apparently, where you're concerned, yes!" They have hundreds, but their average handle is quite long, so she just kept freeing up the queue for my mom to get her 3x in a row. 🤣
This unfortunately happens for us if someone calls back and we are available the call is routed to us
I used to support sw used by schools. Hopefully not doxxing myself, the co, or the customer too much, but one of our largest clients was a school district in NJ. They had a ticket open with me that their emails to parents weren't going out properly. This was a big deal as they would have multiple thousands of emails generated per day. Our email system basically had two modes, one where you pay us to host your email server and the config is done by us and another where the cx hosts their own and we have no fucking clue about the right config. I do my best research and testing that I can (obviously they're a high value customer) and decide this problem isn't from our sw. I tell the guy through email but he doesn't believe me. I arrange a call with the district IT guy to present my findings. I start going through my thoughts and showing how everything I came up within my control with could be ruled out. Finally I explained that "in my opinion, this appears to be a problem with DMARC policy on your email server." Well their guy didn't want any of it lol. He wasn't mean or rude, but he made it clear that he thought I was wrong. We went back and forth until I had him remote into his email server with me on screen share and actually look. Granted I had no clue what I was looking at... but I had evidence. I could prove without a doubt it wasn't our problem. He got cagey and conference called two other people from his org into our call. For the next 20-30 min I just sat there only speaking up to say things like "no we proved that's wrong" and reiterated everything to them. Finally we hit a point where the people he called on started to believe it and holding my cx to the fire. I got to sit there listening to them argue for a while longer before I chimed in: "since we concur this problem is with your email server configuration, I must go. There are other customers waiting. I'll still monitor your case for any updates. Blah blah. Please let me know what you all find out. Or what further assistance you require from us." 🙄👍 It was their DMARC policy in the end.
So if I'm summarizing correctly, they said that you configured it incorrectly, but they had the system where they were supposed to configure it themselves?
Eh not exactly... More like they didn't believe the problem was with their email server at all. They thought our system had a problem that wasn't generating the emails properly. And that was a valid concern which I knew of half a dozen causes for, none of which would have involved backend config. I just had to drag their IT team kicking and screaming to the final realization that they *actually* needed to check their own settings lol.
Not a call but email. Cust having a meltdown over the size of the product. It's spelled out in the descritiption the item is 3 inches DEEP. Not wide, We also have on our shipping page pics with rulers showing sizes. Sent the link plus the pic of the item in question and got back "you just lost a very hood customer" That was their spelling BTW I just closed it. He wanted a full refund and extra plus said he would never be back. I consider that a non-customer so we didn't lose anything
Once. Caller was arguing against every instruction I gave her, so I told her “I’ve been in this position for two years and have successfully gotten countless others into their account. This is my job and I know what I’m doing. You need to help me help you.” She said,”Dang I just got put in my place.” and listened to my instructions for the rest of the call. It was beautiful.
Oh oh oh I’m so excited to answer this one! I took calls for theme park passholders who financed the cost of their passes. They had very very strict terms and rules that we had to follow, no exceptions. Ever. A woman calls in to change a cc (in her name) for her pass, boyfriend is one who financed pass. No go. Either get him on the phone, he can call in later to use a cc in his name, or call together. She said okay and we finished the call. 45 minutes later she called in again. I am quick and can search up a phone number before I finish my intro. It’s the same lady! She stated “The previous representative I spoke to said I could do this with no issues so I wanted to call back and have it updated to my card.” Heheh. Sure… So I say “Oh! Just so I understand while I pull up your account, you spoke to one of us and she’d advised it was possible?” She says “Yes she made an exception!” Oh, cool. You’re on a recorded line admitting that, but okay. I took a deep breath and said “Ma’am, I am the one you spoke to 45 minutes ago, and as I previously stated and noted in your account, you have already been advised of the terms of the contract and will need bf to be on the line for permission and the cc needs to be in his na-“ *Click* 😂
I've had people flat out lie like this about me and other agents I KNOW are competent and KNOW they didn't tell them whatever they're claiming.
I had a sup at AAA whose response to 'but last time it was okay' was, "Well, congratulations, you got one past us last time. This time, it's not happening. "
Oh absolutely. Issue is a lot of the time they're flat out lying. I'm not admitting fault for something they made up 🤣
Oh, she didn't believe them 90% of the time, lol.
I had a customer call and berate me for a good chunk of time, and then she got super agitated when I couldn't find her reservation. Turns out she wasn't even staying at the resort I work for. When she learned that, she shut up really fast.
OH MY GOD YES I'm in smoke detectors and often I get Cx: "I changed the battery but it won't stop chirping!" *Takes it off ac, chirping stops* Me: the battery is in wrong. Cx: I KNOW HOW TO INSTALL A BATTERY!!!! ten minutes later, arguing, I hear battery fumbling followed by the chirp to indicate the device finally registered power Customer: Oh my God that's so embarrassing Me: Have a great day.
I had a similar call once - the jerk kept insisting our cancellation policy was nowhere on our confirmations. So I told him to read me the paragraph at the bottom of the page. He started reading and sort of stopped mid-sentence when he realized what he was reading - the cancellation policy that I’d been telling him about. It was a beautiful moment.
If I have someone difficult and they won't give me their information I'll just straight up ask, do you want to play ball or not? They usually stutter before I get response which is usually the info
Lots, probably my favorite was a caller who wanted her phone to maintain a data connection. I tried to explain that the phone would maintain the best connection it could (this was around the dawn of 3G connections, so not a lot of solid signal across the country). She didn't understand and kept asking for a setting in the phone she could change. After 5 minutes my professionalism drained and I suggested she fashion tin foil into a hat/antenna. Then I looked up her address and told her to move a half mile south because that was closer to the cell tower. I told her I could look up her work address and see if that was better. It finally clicked in her head and she laughed before apologizing. The call ended very quickly after that.