How angry should I be? (CSR interaction)

[KaOTiK]

Originally posted by: rivan
You dropped an F bomb. She's in the clear. I agree it's a little oversensitive, but she's in the clear in my book.

Here, I'm going to go ahead and copy one of my favorite emails from the office:

On 2/29/08, "Office Uber-Conservative Girl" <xxx@xxx.com> wrote:
Can you please not respond to everyone if you are going to talk like that. Not everyone is comfortable with language like that. Thanks.


On 2/29/08, "xxx" <xxx@xxx.com> wrote:

Fucking RIGHT ON!!!


On 2/29/08, "xxxx" <xxx@xxx.com> wrote:

<We won some awards>

I wish it were a joke, but some people are genuinely personally offended by stuff like that.

lol I read it top going down instead of down going up for the email at first, made for a pretty good laugh haha

 

[scootermaster]

Originally posted by: clamum

Originally posted by: Steve
Why don't you offer to fix her computer, maybe get to know her better too?

lollerskates. Don't forget the tentacle porn!

THERE WAS NO TENTACLE PORN!

Can you believe that thread actually got me banned for a couple of weeks? Like it wasn't the best thread in the history of L and R. And they locked it! They should have left it there as a notice to all future posters.

Anyway, I didn't say I was going to take punitive action. I just said I'm normally not the punitive sort. And as for any "holes", I'm not in any hole at all. I'll call back, go to retentions, they'll try and kiss my ass and I'll probably get my iPhone with the family share and 20% discount anyway.

 

[waggy]

Originally posted by: KaOTiK

Originally posted by: rivan
You dropped an F bomb. She's in the clear. I agree it's a little oversensitive, but she's in the clear in my book.

Here, I'm going to go ahead and copy one of my favorite emails from the office:

On 2/29/08, "Office Uber-Conservative Girl" <xxx@xxx.com> wrote:
Can you please not respond to everyone if you are going to talk like that. Not everyone is comfortable with language like that. Thanks.


On 2/29/08, "xxx" <xxx@xxx.com> wrote:

Fucking RIGHT ON!!!


On 2/29/08, "xxxx" <xxx@xxx.com> wrote:

<We won some awards>

I wish it were a joke, but some people are genuinely personally offended by stuff like that.

lol I read it top going down instead of down going up for the email at first, made for a pretty good laugh haha

hahahahah so did i.

 

[rivan]

Originally posted by: waggy

Originally posted by: KaOTiK

Originally posted by: rivan
You dropped an F bomb. She's in the clear. I agree it's a little oversensitive, but she's in the clear in my book.

Here, I'm going to go ahead and copy one of my favorite emails from the office:

On 2/29/08, "Office Uber-Conservative Girl" <xxx@xxx.com> wrote:
Can you please not respond to everyone if you are going to talk like that. Not everyone is comfortable with language like that. Thanks.


On 2/29/08, "xxx" <xxx@xxx.com> wrote:

Fucking RIGHT ON!!!


On 2/29/08, "xxxx" <xxx@xxx.com> wrote:

<We won some awards>

I wish it were a joke, but some people are genuinely personally offended by stuff like that.

lol I read it top going down instead of down going up for the email at first, made for a pretty good laugh haha

hahahahah so did i.

Haha - it's even better that way! :laugh:

At any rate, the original message was penned by the head cheeses after a trip to Cannes where the company won some awards. The "right on!" response was from the NY office head cheese. Uber-conservative-girl is waiting to be promoted to peon, and yet, not a single reply-all after that.

 

[Juddog]

Cure = hangup. It's as simple as that.

 

[darkxshade]

Originally posted by: rivan

Originally posted by: waggy

Originally posted by: KaOTiK

Originally posted by: rivan
You dropped an F bomb. She's in the clear. I agree it's a little oversensitive, but she's in the clear in my book.

Here, I'm going to go ahead and copy one of my favorite emails from the office:

On 2/29/08, "Office Uber-Conservative Girl" <xxx@xxx.com> wrote:
Can you please not respond to everyone if you are going to talk like that. Not everyone is comfortable with language like that. Thanks.


On 2/29/08, "xxx" <xxx@xxx.com> wrote:

Fucking RIGHT ON!!!


On 2/29/08, "xxxx" <xxx@xxx.com> wrote:

<We won some awards>

I wish it were a joke, but some people are genuinely personally offended by stuff like that.

lol I read it top going down instead of down going up for the email at first, made for a pretty good laugh haha

hahahahah so did i.

Haha - it's even better that way! :laugh:

At any rate, the original message was penned by the head cheeses after a trip to Cannes where the company won some awards. The "right on!" response was from the NY office head cheese. Uber-conservative-girl is waiting to be promoted to peon, and yet, not a single reply-all after that.

Fucking RIGHT ON!

 

[Raduque]

Somebody is going to get a writeup. Verizon CSRs are not allowed, under any circumstances to hang up on customers. I used to be one. The old "my finger slipped when I tried to transfer to a mgr" doesn't work, they record the buttons you press on the phones.

Hell, i remember this one time where the phones died, and 8 people (including me) were on calls and the calls cut off when the phones died. All 8 of us got written up. It was bullshit, but nothing we could do about it.

 

[kranky]

When you say the F-word, they can choose to terminate the call. It's on you.

 

[Gooberlx2]

I'd be pissed too....but honestly, most CSRs don't have the time, patience or stress tolerance to deal with people who even start swearing on the phone. People swear at them all day...I doubt they're much inclined to pick out who's swearing at them vs the issue.

That said, call back, remain civil and ask to speak to a manager. I had the exact same issue and Verizon totally didn't fuck me like they did to you.

 

[Viper GTS]

That is rather lame, my parents were in the same situation a couple weeks ago & T-Mobile made the higher plan retro-active to the first day of the billing cycle. That seems the more customer friendly thing to do.

The moral of this story is:

Just call back, don't curse at them, & ask nicely. You'll probably get exactly what you want.

Viper GTS

 

[AlienCraft]

Originally posted by: scootermaster
Ah.

I see.

This is one of those "everyone has a right to be offended" sort of deals.

Because the one thing I forgot to mention -- and it's sort of important -- is that I was offended by her being offended. For example: If I say "I don't like apple pie", and you say "Wow, you hate white people, you're racist. I'm so offended you said that", I totally get to be offended by you being offended. How dare you put your BS opinions on me? Keep them to yourself.

So when she started getting huffy, I was like "wait, are you kidding? You're not serious, are you? I didn't say anything AT you", and I was offended at her being offended. I understand that some people find curse-words incredibly offensive. Some people also find breasts offensive. Some people find gay marriage offensive. Some people find anyone of a non-white skin color living in this country offensive. And, of course, some people find anything remotely America incredibly offensive and worth dying to prevent.

Honestly, all of the above, with the notable exception of the last one, are perfectly okay in this country. But that doesn't mean that it's MY job to sort out which is which, and make sure I'm taking care of every distinct group's feelings. And if I some how step over YOUR random-ass line, that's not my fault either. You can go ahead and be offended if you want. If that makes you happy, or feel better about yourself, then by all means.

I'm normally not the punitive type. I'm not sure what I'm going to do. But the idea that I'm a "passive-aggressive" asshole because I didn't agree with a [wrongfully enforced] policy of Verizon, and expressed my displeasure is just laughable.

The sick irony here is if you ask the SAME people if, say, someone wanted to get all traces of the confederate flag out of state materials, or change a sports team to a different name because they "found it offensive", they'd probably go tell that person to -- ahem -- go eff themselves and "build a bridge and get over it".

So I guess the important thing is, as always, not what's appropriate, or what offends me, or what offends that particular CSR...it's what offends YOU, Oh Lord-Of-Your-Own-Universe Holier-Than-Thou ATOT Poster. Thank you for clearing that up.

Now you're being a dick.

 

[bobross419]

Originally posted by: Raduque
Somebody is going to get a writeup. Verizon CSRs are not allowed, under any circumstances to hang up on customers. I used to be one. The old "my finger slipped when I tried to transfer to a mgr" doesn't work, they record the buttons you press on the phones.

Hell, i remember this one time where the phones died, and 8 people (including me) were on calls and the calls cut off when the phones died. All 8 of us got written up. It was bullshit, but nothing we could do about it.

This was the policy when I worked at Cingular/ATT Mobility ~1 year ago. Under no circumstances are you allowed to terminate a call.

I work helpdesk now and the policy is the same.

I actually got fired from ATT Mobility because I hung up on someone that was cussing, screaming, yelling, etc at me for something that I didn't do. I worked in Data Support and was responsible for fixing all of the fuckups that the CSRs and Sales People made to people's plans -

Salesmen - "Sure you can use the 9.99 MediaNet Plan with your Blackberry"
Customer to Me - "My Blackberry won't access the internet"
Me to Cust - "You have the wrong plan. You need the 29.99 Blackberry plan"
Cust to Me - "WTF you little shit brained moron. They told me that I could use this f'n plan with my f'n Blackberry... [and so on]"

I'd receive about 5 calls like this per day. You weren't allowed to hang up on a customer, but you could get a team leader to take the call for you if you were uncomfortable with the language being used.

 

[JS80]

Originally posted by: rivan
You dropped an F bomb. She's in the clear. I agree it's a little oversensitive, but she's in the clear in my book.

Here, I'm going to go ahead and copy one of my favorite emails from the office:

On 2/29/08, "Office Uber-Conservative Girl" <xxx@xxx.com> wrote:
Can you please not respond to everyone if you are going to talk like that. Not everyone is comfortable with language like that. Thanks.


On 2/29/08, "xxx" <xxx@xxx.com> wrote:

Fucking RIGHT ON!!!


On 2/29/08, "xxxx" <xxx@xxx.com> wrote:

<We won some awards>

I wish it were a joke, but some people are genuinely personally offended by stuff like that.

whoa, you work for xxx.com?

 

[JS80]

OP, your mistake was the F bomb. Dropping the F bomb = CSR won't help you.

BTW all cell phone CS is shit. Contracts, systems, incompetent CSRs is the norm on cell phones. I had been hung up on by "accident" so many times when I have complicated billing issues.

 

[HannibalX]

If you can't operate yourself in a professional manner I would have hung up on you also.

Those phone reps don't get paid nearly enough to get cursed at by some angry customer. In many states cursing at someone is also against the law (assault) and the employer is not going to ask their worker to deal with that kind of work environment.

 

[queenrobot]

When I was a CSR I hung up on people ALL THE TIME. (I actually got fired over that ) The policy of the company I worked for was that you NEVER hung up on someone. If they cursed in conversation i.e "That is fucking insane" you let it slide. If they say "You are fucking insane" then you escalate the call to your manager.
However, it always put me in an awkward position when people talked shit about something the company did. It wasn't like I could agree with the caller, all my calls were effin recorded, so most of the time I just didn't respond.

 

[scootermaster]

Originally posted by: Pale Rider
If you can't operate yourself in a professional manner I would have hung up on you also.

Those phone reps don't get paid nearly enough to get cursed at by some angry customer. In many states cursing at someone is also against the law (assault) and the employer is not going to ask their worker to deal with that kind of work environment.

Who was doing this again?

 

[HannibalX]

Originally posted by: scootermaster

Originally posted by: Pale Rider
If you can't operate yourself in a professional manner I would have hung up on you also.

Those phone reps don't get paid nearly enough to get cursed at by some angry customer. In many states cursing at someone is also against the law (assault) and the employer is not going to ask their worker to deal with that kind of work environment.

Who was doing this again?

Was there someone else on the phone call besides you and the phone rep? Who were you directing your statement at? The Boogy Man?

Please don't try and tell us you weren't using your statement as an attempt to intimidate the phone rep into doing something for you. I suppose you really think people are stupid don't you.

Oh, and please learn to operate yourself in a professional manner before you call back.

 

[waggy]

Originally posted by: scootermaster

Originally posted by: Pale Rider
If you can't operate yourself in a professional manner I would have hung up on you also.

Those phone reps don't get paid nearly enough to get cursed at by some angry customer. In many states cursing at someone is also against the law (assault) and the employer is not going to ask their worker to deal with that kind of work environment.

Who was doing this again?

not sure. but i think it was some idiot who fails to get the point and take responsibility for it.

 

[Reckoner]

Wow Scooter, just let it go. And considering cancelling over something so trivial is insane. You yourself said Verizon has great customer service overall. So why not let it go?

 

[Steve]

Because he's a customer, dammit! This is America and he's got a falsely inflated sense of entitlement!

 

[spidey07]

Originally posted by: Steve
Because he's a customer, dammit! This is America and he's got a falsely inflated sense of entitlement!

Entitlement mentality will ruin us all!