Angry people
Mar. 16th, 2005 01:09 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
ambericaWhen I'm running the switchboard at work, sometimes I will get a call that has been transferred out of someone's voicemail. Usually, this is a client who has tried to reach a particular tech support person who did not answer their phone (on another call or out of office). When the client gets voicemail, sometimes they hit "0" and get kicked back out to me. The ONLY thing I can do for them is transfer them BACK into the same tech's voicemail, or to another tech if they have the name of someone else they want to speak with. Often, however, they try to tell me their case number and what their tech support problems are, and how urgent the situation is. I still can't do anything. The only option is for them to call our tech support dispatch line again (a toll free number) and ask to have that existing case re-dispatched to a new technician.
I got a call that had been kicked out of voicemail. I never know if this is a tech support call or just a regular call. So I grabbed the call out of voicemail and tried to answer, but all I could hear was a lot of road noise and some unintelligible shouting. Then I heard the guy saying, "Hello? Hello?" so I replied, "Yes, this is Veritas. How may I direct your call?" and AS I was saying that, he screamed at me, "Just hold on! Hold on!" So I listened as he seemed to rant like a madman a bit more. I heard him go, "I don't know what to do! I don't know what to do!" and still the road noise, so here I'm thinking he's going to get into an accident or something while I listen. Then again, "Hello? HELLO???" and I tried to say, "Yes, how can I help you?" and I got cut off again by him yelling at me to shut up and hang on. So then it started to sound like he was on a 2nd phone, and that's what I was hearing him talk to. So I just sat tight and waited while he talked to someone else, which I thought was VERY rude, but I waited anyway. Then he started doing the "Hello???" yelling thing again, and I just didn't say anything, because I figured that's what he had been saying to the other guy. When he said it three times, then I decided to respond, "Yes? Me?" and he said "Yeah, my case number is..." and ran off all this crap that I don't care about and can't do anything with. I told him I could not re-dispatch his call, but before I could tell him the correct phone number, he cut me off again, yelling, "Well who the hell are YOU?" I explained, very sweetly, that I was the receptionist in our building. (Let me tell you, being sweet at that point was NOT easy, but I pulled it off really well!) So then he's all yelling and pissed off because he doesn't know the tech support number and blah blah blah. I said very brightly and clearly, "The number is 800-xxx-xxxx" and he seemed satisfied enough, but still crabby and yelling and rude. At least it got him off my back, but I have not been talked to since I had that nasty old New Yorker call me when I worked at Swanson and make me cry. I wouldn't be a BIT surprised if this guy today was from New York.
Gawd I hate that city.
I got a call that had been kicked out of voicemail. I never know if this is a tech support call or just a regular call. So I grabbed the call out of voicemail and tried to answer, but all I could hear was a lot of road noise and some unintelligible shouting. Then I heard the guy saying, "Hello? Hello?" so I replied, "Yes, this is Veritas. How may I direct your call?" and AS I was saying that, he screamed at me, "Just hold on! Hold on!" So I listened as he seemed to rant like a madman a bit more. I heard him go, "I don't know what to do! I don't know what to do!" and still the road noise, so here I'm thinking he's going to get into an accident or something while I listen. Then again, "Hello? HELLO???" and I tried to say, "Yes, how can I help you?" and I got cut off again by him yelling at me to shut up and hang on. So then it started to sound like he was on a 2nd phone, and that's what I was hearing him talk to. So I just sat tight and waited while he talked to someone else, which I thought was VERY rude, but I waited anyway. Then he started doing the "Hello???" yelling thing again, and I just didn't say anything, because I figured that's what he had been saying to the other guy. When he said it three times, then I decided to respond, "Yes? Me?" and he said "Yeah, my case number is..." and ran off all this crap that I don't care about and can't do anything with. I told him I could not re-dispatch his call, but before I could tell him the correct phone number, he cut me off again, yelling, "Well who the hell are YOU?" I explained, very sweetly, that I was the receptionist in our building. (Let me tell you, being sweet at that point was NOT easy, but I pulled it off really well!) So then he's all yelling and pissed off because he doesn't know the tech support number and blah blah blah. I said very brightly and clearly, "The number is 800-xxx-xxxx" and he seemed satisfied enough, but still crabby and yelling and rude. At least it got him off my back, but I have not been talked to since I had that nasty old New Yorker call me when I worked at Swanson and make me cry. I wouldn't be a BIT surprised if this guy today was from New York.
Gawd I hate that city.
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Date: 2005-03-16 12:00 pm (UTC)no subject
Date: 2005-03-16 12:11 pm (UTC)My boss just stopped by my desk yesterday to tell me he's had a LOT of compliments on me from other people in the company. w00t! I think I'm gonna ask for one more small raise before 3rd QTR.