Employer: Big Honkin’ Call Center that Hires Out to Other Companies
Title: Customer Service Representative for Pimple Cream Service
To my employers:
I appreciate that I got this job, but for Christ’s sake, some of your policies are incredibly stupid. We’re not (officially) allowed to read or amuse ourselves even during huge lags, and using the Internet is verboten. Look, you already monitor a billion other things about us. If our statistics are fine and we’re exceeding our production standards, why not? Why am I supposed to stare at my cubicle wall for the forty-five minute lag times on weekends? (I usually break this policy and read anyway, but I really wish I could surf the Internet. 10 hour dead shifts are agonizing.)
Also, some of your monitoring procedures are moronic. I know you want people to be productive and take a lot of calls, but working on accounts off the phone actually works against you. However, there are no consequences when a person decides not to do the sidework necessary to keep a customer happy, or even to keep them from cancelling their account. My stats are still pretty good, but I simply can’t maintain 99% activity time (on the phone or available for calls). Did you ever actually look at the people who are scoring that high? I have to clean up after them because they don’t follow up on their promises.
To our customers:
Some of you are great. Really. I love talking to people and I really do like my job. Because our company does try to be flexible with people and has a popular product, most people are not wholly unhappy with us. There is, however, a solid segment of 5 or 10 percent of you who are rude, semi-literate fuckwits.
When you call to cancel your account, I realize you may not know your account number. Heck, I don’t always keep track of all of my paperwork for everything I’ve ever bought. However, the correct answer when I ask if you have your account number, and you don’t, isn’t a sarcastic “Uh, NO” or a sigh and “Nope”. (Saying “Sorry, no, I’m at work” or “I’m afraid I don’t have any paperwork handy” is fine.) Look, I’m not asking because I like to, I’m asking because it’s the fastest way to locate your account. And, if you don’t have it, don’t get all miffed that it takes a while to find your account because you have had 4 different addresses in the last year and haven’t bothered to give us any of them, and don’t have your credit card number. It takes like 30 seconds more. You call a lot and are tired of this routine? Great. THEN WRITE DOWN YOUR ACCOUNT NUMBER.
Second, don’t lie to me. I can tell and I am not going to give you any more just because you are colossally rude about it. In fact, I give a lot more leeway to people who have made honest mistakes and who don’t blame other people for them, and who are nice to me. You haven’t received the last 3 packages, nor the 6 past-due notices for them, but magically – and without your address changing – you finally noticed the final notice before collections? And, oh, what a shame – it was sent out 8 months ago and you just found it. (Not received. “Found”.) I cannot magically make your problems go away. I will not remove your debt, and I actually can’t, because it’s gone to the collection agency. Yelling will not help you.
Canadian customers: Please do not get angry with me because your government charges you a customs fee for our product. If you do not accept the fee, don’t pay it. The product will go back to us and you’ll get a 100% refund – even including shipping charges. Don’t ask me to refund it or be sorry about it. For all customers, please realize I do not know everything about everything. Fortunately, as a former eBay seller I do know how the post office works, but I don’t know everything. There is no way for me to schedule a date every month for your package to arrive because the post office does not offer that service. I have no way of knowing if your package came on a certain date when you were away. I don’t know what speed you sent your urgent collections payment into us at, and I don’t know how long it takes for “the mail” to send a package back if you don’t know how you sent it.
Also, please don’t get mad when I can’t do what you want when you ask me to do the impossible. Don’t ask me to cancel or modify a shipment that’s already been sent. It’s not my fault you forgot to tell us your new address or because you really wanted to buy something else with that money. We do not offer overnight delivery. No amount of whining, screaming, threats, or personal insults will change this fact. It is currently 7pm; there is NO PHYSICAL WAY ON EARTH that, even if our company offered it, that I could get a package to you by tomorrow morning! Even overnight delivery doesn’t work that way! This isn’t for insulin, it’s for ZIT CREAM for gods’ sakes! Honestly, sometimes I think I’m selling crack by the sheer panic of people who realize that they can’t have it IMMEDIATELY.
(We do offer FedEx overnight delivery only for cases where we have royally fucked up somehow. It is expensive to do and we pay this expense. No matter how very, very important you – or your boss – is, I cannot sell this service to you. It is is huge pain in the ass for our warehouse and shippers to do, and even then we usually tack on a day or two for the order to be physically processed. It is simply not feasible for us to offer this as a regular service, as it would be incredibly expensive and resource-consuming. Our regular rush shipping already produces enough whining about the cost.
Some people abuse this service for royal pains in the ass. I will not do so as it only encourages such boorish behavior. I am a very nice person on the phone, but I will dig in my heels awfully quick if you decide that you have a right to be a huge asshole.)
Most of you are very nice people. I can understand getting frustrated. However, there is a limit. Screaming at me for 15 minutes because this “scam” actually expects you to pay for what you bought and abide by the policies that we distribute on all of our catalogs and are repeated during sales, then saying “I know this isn’t your fault” by means of a half-apology is not OK. If you know that, then don’t scream at me. Some things are simply beyond our control. I am sorry that you decided to call at the same time as everyone else (typically weekday evenings). Don’t go on for 5 minutes about how horrible the lag is – it only makes the problem worse! We do have dead times; as I said, the weekends are (oddly) very slow, probably because people don’t think we’re open. I know queues are frustrating – we hate being understaffed too, and we suffer a lot more because of that than any individual customer does – so please don’t expect me to send you free stuff, or break the rules for you, just because you had to wait a few minutes on hold. The customer service for our company is open 24 hours a day. Being a huge fuckwit about it only really compounds the problem, because it a) takes up more time to deal with fuckwits and b) causes people to find other jobs, which causes more understaffing. Please, don’t do it. (Sidebar: I realize some people complain in order to have problems heard. However, in my experience, virtually all of the nasty fuckwits decline when I offer to forward them to a supervisor or to send a note to the company and make a formal complaint. They just want to get it off their chest and don’t think about the person on the other end of the line.)
To our companions on the order-only line:
Do not transfer calls to me because the person has a hard time speaking English and the call will take you longer, or because they’re asking a few questions and answering them will raise your statistics. That is just incredibly insensitive, as well as bad for the company. Even worse, do not hang up on them! I have had elderly women who were apologetic because they were hard of hearing, and because you gave them such a hard time about it the first time that they were extremely thankful that I took the time to actually listen to them. Why do you upset these poor people? Honestly, isn’t being a little bit kind to somebody’s grandmother a wee bit more important than your precious call-time stats?
Do not lie to the customers. I know you do not have to deal with the consequences, but it is incredibly irritating. If somebody does not want to subscribe to the membership, do not sign them up anyway. (I know some people who claim that this happens are liars, but we get this complaint so consistently from people who are otherwise very nice and forthright that I know it occurs.) Do not tell them to just go ahead and place an order because customer service can cancel it for them at any time. We can’t. Once it’s placed, it ships and there is no way to stop it. The only option is a return.
I like my job, but these are just some irritatings. Heck, maybe I’ll reach some poor, misguided customer who thinks that being mean to me is a way to conduct business and reform them!