So I got chewed out on the phone for the first time today (At work)

[nater]

I'm the queue administrator for a rather large printing company. Basically whenever someone has a tech support issue they call a 1-800 #, where their issue is placed into a ticket and given to me. I look at those tickets, and if it's something small that I can do from my desk, or by remoting or calling in, I do it, otherwise I assign it to someone else and let them know that they have a ticket. Well today there have been problems with the scanners that are used to track packages. This was caused by a server that was restarted a few hours ago. The local IT has been looking at the scanner problem all day, and I have already received several tickets for the same issue. Well, about twenty minutes ago, I got yet another ticket for the same issue, followed by a rather nasty call from someone in the affected department. He b1tched me out for about 10 minutes, describing his problem multiple times and asking for my manager even more times than that. I basically told him (repeatedly) that the tech's have been working on the problem all afternoon, and that he could talk to my manager, or argue with me on the phone for a few more minutes, but that it wouldn't help him with the problem because all that can be done is already being done.
I spend quite a large amoung of time on the phone helping people out, and I've been doing this for a couple months now. This is the first time someone has really chewed me out. The people on the floor aren't even supposed to have my number, it's supposed to be a call-out phone not a call-in. Anyway, my manager overheard the conversation, and asked for the guy's name. He said he would make sure that he got talked to or reprimanded in some way.

Cliff notes
I got b1tched at for a problem that someone else is working on solving. My manager supported me

 

[Keego]

I loved phone calls like that when I was supporting Winfax 😀

 

[pyonir]

Welcome to corporate america.

 

[nater]

Originally posted by: pyonir
Welcome to corporate america.

yeah...I knew it was coming sooner or later, but it freaked me out a little. It also reaffirmed my belief that 90% of the people that work on the floor here are complete morons.

 

[djheater]

Originally posted by: Keego
I loved phone calls like that when I was supporting Winfax 😀

{{sudder}} support {{/shudder}}

 

[T3C]

sucks doesnt it, i get on average 1 of those calls a month

 

[TheNinja]

Being in phone support as you seem to be, you can probably expect some more phone calls similar to that. I always say you have to have a pretty thick skin and be able to control your emotions when working support calls in IT b/c there are people calling in that are pissed off at their machine and will take it out on the first person they talk to. You have to understand that the people are frustrated but that doesn't give them the right to bitch you out. It is really cool that your manager supported you though...thumbs up.

 

[pyonir]

Originally posted by: nater

Originally posted by: pyonir
Welcome to corporate america.

yeah...I knew it was coming sooner or later, but it freaked me out a little. It also reaffirmed my belief that 90% of the people that work on the floor here are complete morons.

You have now seen the light! (it's the same here). I don't work in support though, i work in marketing.

 

[Drakkon]

yeah...I knew it was coming sooner or later, but it freaked me out a little. It also reaffirmed my belief that 90% of the people that work on the floor here are complete morons.

Oh cummon now dont give them that much credit....its probobly more in the 98%-99% range 😛

 

[nater]

Originally posted by: Drakkon

yeah...I knew it was coming sooner or later, but it freaked me out a little. It also reaffirmed my belief that 90% of the people that work on the floor here are complete morons.

Oh cummon now dont give them that much credit....its probobly more in the 98%-99% range 😛

well ok, they're pretty much all morons, but at least most of them are reasonable morons....

 

[NesuD]

Originally posted by: nater

Originally posted by: Drakkon

yeah...I knew it was coming sooner or later, but it freaked me out a little. It also reaffirmed my belief that 90% of the people that work on the floor here are complete morons.

Oh cummon now dont give them that much credit....its probobly more in the 98%-99% range 😛

well ok, they're pretty much all morons, but at least most of them are reasonable morons....

LOL!! i bet they say the same thign about you guys
:beer:

 

[sygyzy]

I am confused. Was this a customer or coworker?

 

[Orsorum]

Once when I was working in retail, I got a phone call on a Saturday from a woman - her mother in law or something was on the other line.

She literally spent ten minutes yelling at me about how she had "bought $1000 worth of musical equipment" and was pissed that it hadn't arrived yet, blah blah blah, how she was going to get a lawyer. All the while her mother in law was giving her advice "record the conversation", etc. I was confused as hell, considering my shop never sold stuff over the phone.

So finally I managed to get a word in, and asked her where she'd bought the items from. "Mills Music, xxx Pl SE, Kent" (a store from a completely different chain, about a mile down the road). "This is East Hill Music. We're not even part of that chain."

Dead silence for about ten seconds, then *click*. I was so rattled I considered going home. (I was 16 at the time)