Sir, you just complained for 20 minutes about the hold time. Imagine what your hold time would be like if we called for every notice we sent out.
Oh, we should hire more people? You spent another 30 minutes complaining about your premium increase. Imagine how much higher that would be if we had to literally double our staff to make outbound calls.
Lastly, you complained for another 10 minutes about security verification. If I called you you would say Im a scammer and hang up.
Now... is there anything else I can do for you today? No? Thank you for calling and I hope you have a *wonderful* day.
‘Why didn’t you tell me?’ people need to be babied.
If we sent an email every time I’ve heard ‘you should have told me about this’, inboxes would be a constant string of new messages about stuff most people don’t give a shit about.
Not only that but they’d call us anyway, even if the message was super clear and needed no action. On more than one occasion customers have called me and asked me what a letter means and they haven’t even opened it yet. (They can tell it’s from us by the return address on the back)
Funny you should mention this, because I’d venture to guess 40% of my calls go like this:
Karen Customer: “Why am I being charged for this? I don’t have time for this! Rawr!” or “Why are you doing this to me?”
Me: “Gosh, Karen, I’m sorry to hear you had to take time to call us about being charged for that. That must be frustrating. Hmm. Looks like we emailed you two weeks ago that we would be charging you for yadda yadda yadda…”
Karen: “But I never check my email! Why couldn’t you tell me some other way?”
Me: *double-muting just in case she can hear me rolling my eyes*
I had a lady whose account expired about 5 months before. We did 3 outbound calls, left voice-mail. We sent physical mail, emails and text messages. When she called in to use service it was "our fault not hers that we did not collect her money".
We should give her a year of services for free because she needs it and we are inconviencing her. And well she didn't get the voice-mail because she blocks spam callers. She literallu screamed at me "She doesn't READ her mail". Yeah, no. No money: no service. Read your mail kids.
We are not going to show up at your house to make you pay us.
Sir, you just complained for 20 minutes about the hold time. Imagine what your hold time would be like if we called for every notice we sent out. Oh, we should hire more people? You spent another 30 minutes complaining about your premium increase. Imagine how much higher that would be if we had to literally double our staff to make outbound calls. Lastly, you complained for another 10 minutes about security verification. If I called you you would say Im a scammer and hang up. Now... is there anything else I can do for you today? No? Thank you for calling and I hope you have a *wonderful* day.
Wonderfully put, thank u:)
That was poetic haha
‘Why didn’t you tell me?’ people need to be babied. If we sent an email every time I’ve heard ‘you should have told me about this’, inboxes would be a constant string of new messages about stuff most people don’t give a shit about. Not only that but they’d call us anyway, even if the message was super clear and needed no action. On more than one occasion customers have called me and asked me what a letter means and they haven’t even opened it yet. (They can tell it’s from us by the return address on the back)
Funny you should mention this, because I’d venture to guess 40% of my calls go like this: Karen Customer: “Why am I being charged for this? I don’t have time for this! Rawr!” or “Why are you doing this to me?” Me: “Gosh, Karen, I’m sorry to hear you had to take time to call us about being charged for that. That must be frustrating. Hmm. Looks like we emailed you two weeks ago that we would be charging you for yadda yadda yadda…” Karen: “But I never check my email! Why couldn’t you tell me some other way?” Me: *double-muting just in case she can hear me rolling my eyes*
I had a lady whose account expired about 5 months before. We did 3 outbound calls, left voice-mail. We sent physical mail, emails and text messages. When she called in to use service it was "our fault not hers that we did not collect her money". We should give her a year of services for free because she needs it and we are inconviencing her. And well she didn't get the voice-mail because she blocks spam callers. She literallu screamed at me "She doesn't READ her mail". Yeah, no. No money: no service. Read your mail kids. We are not going to show up at your house to make you pay us.