Persistance is the Key? Or is it...

Man, yesterday I had this chinese customer, Mrs Lo, who kept calling us, and getting me! I had her a few days ago, in which I booked a service call for her since it couldn't be fixed over the phone. Then, she called back complaining about the same issue after missing the service call since no one was home for the tech!!!

THE THING IS, when she called in, she had already spoken to a different rep who had a rebooked an appointment for her anyways for June 5th 6pm-8pm! I was like, (she didn't recognize my voice) well... you missed the service call for the technician to come and fix the problem the first time, so you'll have to wait for the appointment on Monday. It's imperative that someone is able to stay home so that tech can come and fix the signal issues.

Then the customer keeps arguing with me that she was able to watch it this morning and yadda yadda yadda and how our service sucks. She thinks it's only because she pressed some wrong buttons that this happened. I kept telling her that it was a signal/box issue, but SHE WON'T LET IT GO. Then finally, when she gets what I'm saying, she keeps insisting on an earlier date since this is an ongoing issue. I said no of course, since I'm not sympathetic at all as she missed her earlier appointment. Besides, a 6-8 appointment is near impossible to overbook. FINALLY after 20 minutes of repeating myself over and over again, we end the call with her not very happy.

THEN GUESS WHAT?!SHE CALLS BACK AGAIN IN AN HOUR AND GETS ME AGAIN!!! So she acts all nice asking for my name (still doesn't recognize me after the millionth call) and then proceeds to tell me her problem again even though I totally remember her. Then she was like oh, the previous rep wasn't very willing to help me, maybe you can help me? -_-. Lol, I told her the exact same thing as I did on the previous call, and we ended the call again.

Anyways, I checked today, and it seems that she called in yet again yesterday, and got a different co-worker who I guess got pressured into talking to a supe to overbook an sc for her. Or maybe he was just sick of her. I would be too. I should check with him haha. Geez.

And this customer!! Gosh, what a weird call. Weird and stupid, it's the last time I'm going to take internet calls today. For some reason I always get stuck with some long call that doesn't make any sense when I try to take an internet related problem.

Problem Description: cx cannot get online.. using us robotics router/two comps

Action Description: receive level a little low, but modem still online pc light is offline... told cx to check connection from modem to router..cx insists it''s tight.. told cx to do direct to comp, cx cannot as the comps are in diff rooms.. told cx to swap out rj45 cable.. no gotold cx to do direct to computer again, after awhile, cx has it done and there is now a link light at back of modem.. still no ip.. added free ip192 address.. release/renew, working now..however, while explaining issue of router to cx, modem kicked offline while on call!! had to bypass splitter from cv to modem.. modem came back online, however, cx doesn''t believe that it is her router problem, so she connected her router back, and this time it DID work, and there was a link light/cx could get online. very confusing call as link light shouldn''t have anything to do with rf.. told cx we can prove it out with sc, cx wants new splitter.. gave cx appointment date, she thinks it''s too late.. cx in a hurry, will call back to book an appointment.. if she insists on an earlier, i suggest booking an 09 crew to drop off a splitter, but explaining to her that tfr won''t be able to fix signal levels if that' is the issue.

The majority of you won't understand what that means. It's for my own reference really, it's funny to read back on calls that I've had that were crazy.

Basically that was my documentation of the call. She called in, couldn't connect to the internet. Modem was online, and functioning properly. However, it wasn't communicating with her device (computer/router). It has nothing to do with signal levels or not. When the issue is seemingly resolved, her modem goes offline just as we're about to end the call. Then when she finally gets it back online by bypassing splitter, she naturally to blame us. The kicker is the router works after getting modem back online. -_-. That's the gyst of it for you normal peeps.

Quiet.. I bet that'll change at around 4. *crosses fingers*

Keep you guys updated!

HAHAHAHA. READ THIS NOW.

HELLO MORTALS,

YOU ARE ALL SO LUCKY TO BE READ THIS, AS IT IS THE FUNNIEST CRAP I'VE EVER SEEN. $5 DOLLARS PLZKTHX. VIA PAYPAL WILL BE FINE. (not that I'm mocking Tracy or anything).

This was a customer's account notes that a fellow co-worker so kindly passed on for me to read (Thanks E!!!). It made my day :D. Sometimes I really love working here hahaha.

167 24-May-06 5781 ------------------------------------------------------------
168 24-May-06 5781 cx called in about something. believe it may have been
169 24-May-06 5781 something to do with her remote. cx very irate and ranted
170 24-May-06 5781 about our evil nature and our persacution of spanish people
171 24-May-06 5781 cx hung up abruptly. cx beleives we are watching her
172 24-May-06 5781 ------------------------------------------------------------
163 21-May-06 5395 CX called in extremely irate, mentioned something about her
164 21-May-06 5395 vcr
165 21-May-06 5395 unforuntely there was language barriers and cx hung up on me
166 21-May-06 5395 before i could attempt to troubleshoot.
159 20-Apr-06 3728 *****CX CALLED IN RE: BALANCE OF 68.66 ON ACCT. TRIED TO
160 20-Apr-06 3728 ASK IF CX WANTED TO KEEP B-FCS OR NOT, BUT CX WOULDN'T GIVE
161 20-Apr-06 3728 A STRAIGHT ANSWER. KEPT ON SAYING WE'RE TROUBLE MAKERS AND
162 20-Apr-06 3728 WE'RE POSSESSED BY DEMONS? CX HUNG UP*****
151 23-Mar-06 4042 ******************beaware of irrate customer ******
152 23-Mar-06 4042 customer called super irrate b/c she is missing t2 channels
153 23-Mar-06 4042 she had it for free for a very long time and when csr
154 23-Mar-06 4042 call to offer free trail of t23 and later on remove it
155 23-Mar-06 4042 cx wasn't aware that t2 was not charged before
156 23-Mar-06 4042 and try to explain and cx didn't want to listen
157 23-Mar-06 4042 and started to swear in spanish and hang up
158 23-Mar-06 3476 Cx never requested to downgrade from b-fcs -
134 16-Feb-06 0097 cx called re channels, cx refused to verify id, notified cx
135 16-Feb-06 0097 that if she does not wish to continue with channels we can
136 16-Feb-06 0097 send a tech to remove, cx interrupted and started yelling
137 16-Feb-06 0097 saying she does not want a technician that we are trouble
138 16-Feb-06 0097 makers and keep bothering her, asked cx if she would like to
139 16-Feb-06 0097 keep the channels then (still unclear what cx wants at this
140 16-Feb-06 0097 time) cx continued to yell saying you dont bother me...spoke
141 16-Feb-06 0097 to sup, since cx didnt verify any info and since she was not
142 16-Feb-06 0097 clear about wether or not we should continue these channels
143 16-Feb-06 0097 we will leave them as we tried to call cx back after she
144 16-Feb-06 0097 had hung up on us we have done what we can but without her
145 16-Feb-06 0097 being clear or verifying id we cannot make the changes to
146 16-Feb-06 0097 her account, notified cx that all i need her to do is let me
147 16-Feb-06 0097 know yes or no if she'd like the extra channels, cx continue
148 16-Feb-06 0097 to yell i stated that we would have to keep it the same
149 16-Feb-06 0097 unless she says to remove it, cx keeps yelling and disco's
150 16-Feb-06 0097 a 2nd time...no change made as per conv. w/ sup
133 09-Jan-06 4956 kelisr cx accpt nchu t23 st17 je 1mo free
131 18-May-04 2656 **Customer called in screaming- DIE DIE -GO to HELL, says
132 18-May-04 2656 we are victimizing people and shold burn in hell***
130 13-Jun-03 6941 kel isr cust declined slsi test drive no pc
127 14-Dec-02 0867 cust upset that cable was not working said we will burn in
128 14-Dec-02 0867 hell and she was going to make sure this will happen to us
129 14-Dec-02 0867 stupid people we are wicked ????
126 03-Apr-02 5546 KEL-ISR
125 29-Nov-01 4351 OFFERED SHSI--NOT INTERESTESTED
120 23-Jun-01 1029 *****CAUTION*****
121 23-Jun-01 3460 SUB CALLED IN SAYING I WAS EVIL AND WOULD BURN IN H*LL AND
122 23-Jun-01 3460 SAID THAT "STUPID *** PEOPLE MUST BE WORKING THERE. i TOLD
123 23-Jun-01 3460 HER THAT I WOULD HAVE TO TERMINATE THE CALL IF SHE KEPT ON
124 23-Jun-01 3460 INSISTING I WAS SATANS ASSISTANT. CALL WAS TERMINATED.
10 22-Feb-01 PAD SHE SAID I WAS ...I SAID I WASN'T...ETC ETC...ANYWAY.. SHE
11 22-Feb-01 PAD ALSO WOULD MUCH PREFER TO DEAL WITH A MAN..SHE DOESN'T LIKE
12 22-Feb-01 PAD DEALING WITH WOMAN...WE DON'T KNOW WHAT WE ARE DOING....THA
13 22-Feb-01 PAD NKS IT'S BEEN FUN...KATHY 7150 12MAR96...SUB INSINUATED THAT
14 22-Feb-01 PAD OUR TECHNICIAN BROKE HER TV THE LAST TIME HE CAME. SHE ASKE
15 22-Feb-01 PAD D ME IF I WAS FILIPINO. 7135 19MAR96... SUPV CALL, SUB WANTS
16 22-Feb-01 PAD THE OWNER'S NAME, OFFERED THE NAME OF EVELYN BISHOP, SUB DO
17 22-Feb-01 PAD ES NOT WANT MY MGR. SHE IS INSISTANT TO GET THE OWNER'S NAME
18 22-Feb-01 PAD , MILAN
46 22-Feb-01 PAD ME..ASKED HER IF SHE HAD VCR SHE SAID THAT DOES NOT MATTERA
47 22-Feb-01 PAD AND TOLD ME I WAS MAKING FUN OF HER..I TOLD HER I WAS NOT AN
48 22-Feb-01 PAD D THAT MY JOB WAS TO ASK HER THESE QUESTIONS..SHE INSISTED I
49 22-Feb-01 PAD WAS MAKING FUN OF HER AND TOLD ME TO FIX IT AND HUNG UP ON
50 22-Feb-01 PAD ME? TRACY/7118 06OCT96..WOW NOW IT WAS MY TURN.. VERY STRANG
51 22-Feb-01 PAD E LADY TO DEAL WITH WOULD NOT DO ANYTHING I ASKED JUST KEPT
52 22-Feb-01 PAD ON ABOUT PEOPLE MAKING FUN AT HER ALL THE TIME...7167 22MAY9
53 22-Feb-01 PAD 7...SUB CALLED RBO AND WHILE TRANSFERRING SHE HUNGUP.TRIED
54 22-Feb-01 PAD TO CALL BACK BUT BUSY SIGNAL.SHE IS HAVING POOR
55 22-Feb-01 PAD 22MAR96..20:25..SUB INFERRED THAT WE INTENTIONALLY SENT A P
56 22-Feb-01 PAD PPV FLIER THAT SHOWED DESPERADO AS THE MOVIE OF THE WEEK JUS
57 22-Feb-01 PAD T TO P.O. HER..SEZ NONE OF HER FRIENDS GOT THE FLIER SO SOME
58 22-Feb-01 PAD ONE HERE MUST BE MAKING FUN OF HER..I ASSUREDHER NO ONE WAS
59 22-Feb-01 PAD MAKING FUN (BESIDES, THE LABEL ON THE ENVELOPE WAS A PRINTED
60 22-Feb-01 PAD LABEL, NOT HAND WRITTEN)..SHE THEN BABBLED, ASKED IF WE HAD
61 22-Feb-01 PAD ANY MORMONS WORKING HERE, ASKED THE SKIN COLOR OF VARIOUS P
62 22-Feb-01 PAD EOPLE AND SIGNED OFF.. TOODLE-OO..CPEAKE..7184 06OCT96..MRS
63 22-Feb-01 PAD CALLED,,HOLLY COW..PR ON CH 2 SAYS IT MAKES HER SICK..ASKED
64 22-Feb-01 PAD HER WHAT TYPE OF PIX IT WAS..SHE IGNORED
19 14-Apr-00 PAD 14APR00 SUB IS INSANE! SAYS WE'RE ARE NOT PURE & WE ARE E V
20 14-Apr-00 PAD VIL. WANTS HER CHN 2 TO BE FIXED BUT UNWILLING FOR ME TO TRX
21 14-Apr-00 PAD HER TO TECH SERVICE. SHE KEEPS SAYING SO MUCH NON SENSE ISS
22 14-Apr-00 PAD UES WITH A HEAVY ACCENT I CAN'T EVEN QUITE UNDERSTAND. SHE W
23 14-Apr-00 PAD ON'T COOPERATE WITH US. INFRMED HER I HAD TO ENDHER CALL & A
24 14-Apr-00 PAD POLOGIZED. 2142 14APR00...SUB CALLED ABOUT POOR RECEPTION...
25 14-Apr-00 PAD OFFERED TO TRX HER TO TECH SERVICE....SHE CALLED ME CRACY, S
26 14-Apr-00 PAD TUPID AND OTHER NAMES THAT I DON'T WANT TO TYPE....I HAD TO
27 14-Apr-00 PAD HANG UP ON HER.....2251
82 07-Apr-00 PAD W/O MISSED 04JUN91 ------ TECHNICAL SERVICES ATTEMPTING TO
83 07-Apr-00 PAD GET SOMEONE OUT 05JUN PM/EVE PER LINDA M KATRIN TRIED TO CO
84 07-Apr-00 PAD NTACT SUB AT 3PM 04JUN NO ANSWER KATRIN 09MAR96...SUB PHONED
85 07-Apr-00 PAD AND SAID THAT SHE HAD NR. SAID THAT SHE PHONED LAST NIGHT A
86 07-Apr-00 PAD ND SAYS THAT SHE TALKED TO A PHILIPINO AND DOES NOT LIKE TO
87 07-Apr-00 PAD DEAL WITH THEM, EVEN THOUGH SHE ISPHILIPPINO . PUT IN T/T FO
88 07-Apr-00 PAD R NR FOR 09MAR ...7162 09MAR96..THIS WOMAN IS NUTS..SHE ARGU
89 07-Apr-00 PAD ED WITH ME WHETHER OR NOT I WAS PHILIPINO..LIKE I HAD NO IDE
90 07-Apr-00 PAD A AND SHE COULD SEE THROUGH THE PHONE(SO MUCH FOR BLONDS) PF
91 07-Apr-00 PAD 12
28 05-Apr-00 PAD 28MAR00....SUB PHONED WITH POOR CV ON CH 2. SHE KNOWS WE AR
29 05-Apr-00 PAD RE WATCHING HER AND THAT WE'RE PART OF A CONSPIRACY!!!!!! OH
30 05-Apr-00 PAD YEAH! AND WE'RE EVIL. THEN SHE HUNG UP....4767 4APRIL00...S
31 05-Apr-00 PAD AME ABOVE. SUB CALLED IN WANTING US TO CHECK HER CHANNEL 2.
32 05-Apr-00 PAD SHE KNOWS THAT WE CAN SEE IT FROM HERE AND THAT WS KNOW WHAT
33 05-Apr-00 PAD SHE IS WATCHING???? BECAME VERY HYSTERICAL AND HUNG UP.....
34 05-Apr-00 PAD 4725 05APR00 SUB UPSET. (ABOVE NOTES). WANTS US TO FIX CH 2
35 05-Apr-00 PAD W/OUT GOINIG OUT THERE. SAYS IT HAS WRONG AUDIO FOR CHANNEL
36 05-Apr-00 PAD 2 COMING ACROSS. 1ST WANTED MANAGER, THEN DIDN'T, 2253YK
92 05-Apr-00 PAD 05APR00 SUB NEEDS NEW PATCH CABLE.....CHANNEL 2 IS POOR MIG
93 05-Apr-00 PAD GHT BE THE TV BUT SHE JUST HANGS UP??????.....4769 07APR00..
94 05-Apr-00 PAD ..MRS CASTILLO HUNG UP ON ME AFTER BLAMING ROGERS FOR "BLOCK
95 05-Apr-00 PAD ING" OUT HER CHLS. WHEN I OFFERED TO SEND SOMEON OUT - SHE W
96 05-Apr-00 PAD ENT BALLISTIC AND SAID SHE DID NOT WANT TO TALK TO US AS WE
97 05-Apr-00 PAD WERE NOT "NORMAL"..I EXPLAINED THAT I WOULD MAKE A NOTE ON H
98 05-Apr-00 PAD ER ACCOUNT. BE FOREWARNED. 4764OPS *** SUB IS ABUSIVE TO REP
99 05-Apr-00 PAD S AND NOT COHERENT****
65 28-Mar-00 PAD STRONG MORMON PEOPLE??? WHEN I TOLD HER THAT I COULDN'T HEL
66 28-Mar-00 PAD LP HER WITH HER ISSUES THAT SERVICE CAN TALK TO HER ABOUT VO
67 28-Mar-00 PAD LUME CONTROL SHE DIDN'T WANT TO SPEAK WITH THEM..SHE DIDN'T
68 28-Mar-00 PAD WANT ANYTHING ELSE FROM ME..2125 12AUG99, SUB CALLED AGAIN,
69 28-Mar-00 PAD SHE HAS INT CV AND WOULD NOT CHECK THE CONNECTIONS, I KEPT C
70 28-Mar-00 PAD ALM AND SIMPLY ASKED HER TO CHECK THE CONNECTIONS TO SEE IF
71 28-Mar-00 PAD THEY ARE TIGHT BUT SHE SCREAMED WE ARE IMPOSSIBLE EVIL AND H
72 28-Mar-00 PAD UNG UP. OOOOOH SCAREY. 4759DT ******************************
73 28-Mar-00 PAD ***********************)))))
100 20-Apr-99 PAD 07AUG98...DUB CLLD AGAIN SAME AS ABOVE SOUNDED LIKE SAP PRO
101 20-Apr-99 PAD OB COULD NOT GET A WORD IN. TOLD US HOW WICKED AND EVIL WE R
102 20-Apr-99 PAD E AND H/U.4766 SP 24NOV98 SUB CALLED AGAIN .. SAME STORY.. B
103 20-Apr-99 PAD USY TODAY..4718 20APR99..SUB IS REALLY A PIECE OF WORK..SHE
104 20-Apr-99 PAD CALLED TO SAY THAT THERE'S SOMETHING WRONG WITH THE VOLUME C
105 20-Apr-99 PAD ONTROL ON CERTAIN CHANNELS & WANTED A SUPE..ADVISED THAT A S
106 20-Apr-99 PAD UPE CAN'T HELP HER WITH THIS BUT I CAN TRANSFER HER TO THE S
107 20-Apr-99 PAD ERVICE DEP..SHE STARTED IN ON ME HOW SHE CAN'T TRUST ANYBODY
108 20-Apr-99 PAD BUT
1 11-Jun-98 PAD SHE IS SCREAMING BECAUSE HER TV TIMER IS ON. WOULDN'T LISTE
2 11-Jun-98 PAD EN. SPENT SOME TIME ON THE PHONE WITH HER BUT THE SCREAMING
3 11-Jun-98 PAD GOT TO BE TOO MUCH. I TOLD HER THAT I WOULD HANG UP IF SHE W
4 11-Jun-98 PAD OULDN'T STOP SCREAMING. SHE DIDN'T STOP SO I SAID GOODBYE. I
5 11-Jun-98 PAD HAVE TALKED TO THIS LADY MANY TIMES BEFORE AND SHE DOES THE
6 11-Jun-98 PAD SAME THING EVERY TIME..4740 11JUN98...DITTO...4719JR 11JUNE
7 11-Jun-98 PAD 98...SUB IS HYSTERICAL. SAYS THAT WE ARE CRIMINALS AND THAT
8 11-Jun-98 PAD THIS SHOULD BE RECTIFIED IN COURT????? NOT COHERENT AT ALL.
9 11-Jun-98 PAD SUB HUNG UP AFTER ALL THAT..VERY UNSTABLE.4748
74 25-Dec-97 PAD ER BILL... SHE WAS SCREAMING SO LOUD IT WAS HARD TO MAKE HE
75 25-Dec-97 PAD ER OUT... SHE REFUSED TO CONFIRM ACCT INFO - SHE ACTUALLY DI
76 25-Dec-97 PAD DN'T EVEN ASK FOR ANY - JUST SCREAMED & HUNG UP...2126 29OCT
77 25-Dec-97 PAD 97 SUB IS NUTS I HUNG UP ON HER SHE WON'T TELL ME WHAT PROBL
78 25-Dec-97 PAD EM IS SHE SAYS WE KNOW? SHE'S BEEN HAVING PROBLEMS SINCE 199
79 25-Dec-97 PAD 0? 30OCT97...MS SZ VARIOUS CHS R LOUDER THAN OTHERS, SZ WE R
80 25-Dec-97 PAD DOING THIS ON PURPOSE & HUNGUP....THX/ROB4731 25DEC97...JUS
81 25-Dec-97 PAD T TO CONFIRM THIS SUB IS UNBALANCED. PF12
109 29-Oct-97 PAD WOULDN'T LISTEN, SD IT WAS A CONSPIRACY. I TRIED AGAIN, SHE
110 29-Oct-97 PAD E SD WONT HAVE ANYONE COME TO HER PLACE, WE ARE DOING IT AT
111 29-Oct-97 PAD OUR END & WE CAN FIX IT HERE. ALSO IN THE BEGINNING WOULDN'T
112 29-Oct-97 PAD GIVE ME PHN OR ADD, SD LAST TIME SHE CALLED PERSON SHE SPOK
113 29-Oct-97 PAD E TO ALREADY NEW WHO SHE WAS SO SHE BLOCKED HER NBR.ANYWAYS,
114 29-Oct-97 PAD WHEN I AGAIN TRIED TO DEAL WITH HER PROB SHE STARTED SCREEC
115 29-Oct-97 PAD HING AT ME, I COULDN'T UNDERSTAND WHAT SHE WAS SAYING, SHE J
116 29-Oct-97 PAD UST KEPT SCREAMING. I TOLD HER I WOULD TERMINATE CALL IF SHE
117 29-Oct-97 PAD WOULDN'T CALM DOWN & TALK TO ME, BUT SHE KEPT ON. I REPEAT
118 29-Oct-97 PAD 4X'S THEN TERMINATED...4719JH 31OCT97: THIS SUB SEZ WE'RE EV
119 29-Oct-97 PAD IL & WICKED - SHE'S PAYING H
37 09-Aug-97 PAD PICS SINCE FILTER INSTALLED..4740.. GOT AHOLD OF SUB.SHE SA
38 09-Aug-97 PAD AYS OKAY NOW..SUN 02AUG97...VERY UNUSUAL...SUB INSISTS WE AR
39 09-Aug-97 PAD E CONTROLLING THE VOLUME ON HER TV. AT FIRST DID NOT WANT A
40 09-Aug-97 PAD TECH TO COME OUT,THEN ALL OF A SUDDEN SAID SEND HIM OUT & TH
41 09-Aug-97 PAD EN HUNG UP.CALLED HER BACK & BOOKED TECH FOR TUES,4-5PM.4766
42 09-Aug-97 PAD SB 09AUG97..AS PER THE ABOVE NOTES, SUB CLD ABOUT PAST PROB
43 09-Aug-97 PAD WITH AUDIO CH 31 & 33, THEN SD SOMETHING ABOUT CH10 VOLUME.
119 29-Oct-97 PAD IL & WICKED - SHE'S PAYING H
37 09-Aug-97 PAD PICS SINCE FILTER INSTALLED..4740.. GOT AHOLD OF SUB.SHE SA
38 09-Aug-97 PAD AYS OKAY NOW..SUN 02AUG97...VERY UNUSUAL...SUB INSISTS WE AR
39 09-Aug-97 PAD E CONTROLLING THE VOLUME ON HER TV. AT FIRST DID NOT WANT A
40 09-Aug-97 PAD TECH TO COME OUT,THEN ALL OF A SUDDEN SAID SEND HIM OUT & TH
41 09-Aug-97 PAD EN HUNG UP.CALLED HER BACK & BOOKED TECH FOR TUES,4-5PM.4766
42 09-Aug-97 PAD SB 09AUG97..AS PER THE ABOVE NOTES, SUB CLD ABOUT PAST PROB
43 09-Aug-97 PAD WITH AUDIO CH 31 & 33, THEN SD SOMETHING ABOUT CH10 VOLUME.
44 09-Aug-97 PAD AGAIN INSISTED WE ARE DOING THIS TO HER INTENTIONALLY. I REA
45 09-Aug-97 PAD LLY TRIED TO EXPLAIN THAT WE DON'T DO THAT, BUT SHE >>>

Yes, we are the devils associates. Sweet. LOLXZORS. I'd like to say that all customers are like that, but that'd be false. It must be pretty funny though to the rep afterwards when they're not getting yelled at.

The time is now 3:52pm, and it's been pretty quiet for a few hours. I'll keep praying it stays that way. Keep you guys updated later!

Hmm, I should try doing a real time blog while a customer is yelling at me. Well haven't had an SDP escalation yet today, so I'll wait for that to come in and see what happens.

Dang, 4:38pm. It just got busy ... how fun. Don't people have better things to do than to call us on a Saturday night. Bah.

Yep, never fails. SDP customer called in and will be cancelling his services in a few days. Whenever he takes his cordless phone near his computer, the reception on the phone becomes staticy. However, when he tries on his telus line with the same phone, guess what! It's totally fine. HAHA, ask a "senior" technician, aka TSR2, lovely. Nothing we can do, it's intereference. *sigh* That sure was a fun customer. At least he wasn't exactly yelling at me. But I sure sounded stupid since I didn't have anything to say in regards to the Telus reception. Haha, oh well.

Stupid wrestling event. It has got to die. Three 20 minute calls with extensive troubleshooting, and couldn't resolve one of them. Man... I hate having to give credit back to the customer for 40 bucks. That's alot!!! Well at least it's my weekend now. Lousy night shift.

Balance.

So yeah, our team got split into 4 different teams today, and we played a game during our team meeting. Running around balancing balls on spoons. I dunno don't ask. Our company can get weird. Doesn't matter though, since our team won!! Yay for gift certificates!! Although... for jugo juice? Man, give me a timmy's/starbucks anyday of the week.

My supervisor coached me. Again. This time, I didn't notice because I had already been coached this month. So yeah, he took me aside, and for once I got over 90%. He's like yep, you did well this month. 96%! Oh wait you did a service call wrong, 95%. I was thinking to myself, well that's still good, it sure will look good on my record! Then when he was about to get me to sign the papers, he was like "Oh, wait I already coached you this month. Oops, this one doesn't count." Lovely. Gotta love work sometimes.

Oh yeah, here's the bear I won at work for a draw we had :). Er, for security purposes, I'm crossing out the logo, but PM me if you want to see the full thing.

The CSR bashing continues...

HOLY CRAP. HOW COULD ANYONE SCREW UP SO BADLY. AND NOT JUST ONE, BUT TWO CSRS. Then again, our TSRs screwed up too.

So yeah, this chinese customer at 6:23pm today called in, and was like why did that previous rep hang up on me? And I'm like uh, I don't know?

Then he started explaining his problem. Yeah. I was like wtf the whole way.

He started off saying my address is 1234 Argyle St and I've been there 3 years. You guys really screwed up my account I don't live at 4321 38th Ave. That's where my wife's parents will live. I said I wanted to transfer a digital box to my wife's parents account, not transfer my whole account!! Why'd you cut my cable in the basement? And why was that previous rep so rude hanging up on me after telling me he couldn't help me???

@_@. So I clarified, then realized that a CSR had transferred his whole account without his permission to the new address at 38th ave, then removed the wrong digital box in his own account, effectively making it unwatchable, as well as taking off internet services/full cable, and then downgrading him to basic cable and fairchild. Then, before sending out a tech, he posted the work order off right away (which means that no tech will go to install services at the new address, but disconnects the current address right away) The customer had 3 boxes on his account, and was told by one of our TSRs that the serial number couldn't be found even though it was in the customer's account information. The customer was so frustrated yesterday trying to explain to the rep that he had been watching tv on that digital box for years without problems, but eventually got hung up on and didn't bother to call back until today.

So I had to call the customer's wife and find out exactly what was happening with the new installation for her parents at 38th ave. She was like I don't understand how they could have screwed up so badly, it seemed like everything was in order! They even phoned my parents to ask if it was ok to go ahead and install services at the new address!

Haha, that's the good thing about chinese calls that late at night. I was like "omg you're so right, I don't know why they're such useless idiots." My co-worker beside me who speaks mandarin started laughing really loud because he could understand what I was muttering.

Anyways, I confirmed everything and confirmed the way the customer's bill would be like for next month. Then she was like man, I wish I had copied down the stupid reps names so I could write a letter about how terrible they were! What's your name? I'm gonna write a letter about how great and efficient you were! (even though the whole call took me an hour and 20 mins to fix up)

Yep, I didn't even get to take my last break today. So the supervisor just let me leave 10 mins early. I took my lunch/dinner break really late too at like 5:17... geez the time in between my first break and my last break is sooo long, it's like 3 freaking hours!! But since I took my lunch so late, it was actually 4 straight hours I worked. Spent so much time following up on irate customers today.

Yeah one of my co-workers who got off at 3:30 passed a pissed off elderly customer to me to call back. He threatened to cancel all his services if a tech didn't go back to his house to help him out. Of course my co-worker was waiting for a reply back from dispatch (department that deals with our technicians) and when I finally got one it was as I expected: "No, that tech isn't able to turn back, please rebook with customer." And of course I was the one to phone the customer back to inform him of the happy news. When I called he was like WHAT THE HELL IS WRONG WITH YOU GUYS SO USELESS. Then he eventually calmed down enough to be able to allow me to diagnose the problem. That's the funny thing about me. I guess subconsciously, I really do have this calm soothing voice. I've noticed customers rarely ever stay mad with me even if they've been wronged on so many levels. Anyways, after I figured out it was a quick fixon the telephone, I guided the customer through on how to do it (man that took forever, I had to keep repeating myself 3-4 times since he was kind of deaf), and eventually problem was resolved without any further escalation.

All the rest of the escalations were SDP related naturally. It always comes down to SDP in the end where I get the most pissed off customers. No dial tone, feature not working properly, 'CSR told thems', 2nd day of service and it's already failing, yadda yadda. Why is our phone service so unreliable? Well probably because it's new. But still, I get frustrated with it all and sometimes I wonder how successful we'll be in the future. I mean this could really bring us down if this fails, since word of mouth passes by so fast. Bah, oh well I have to keep hoping things'll get better. Sometimes I really wonder what our CEO for SDP is doing right now. Sitting in a coffee shop with the engineers discussing the oilers game while forgetting the customers who continue to lose faith in our services? Bah, I guess I'm just being too melodramatic. But I really hope we shape up soon cause if we don't, yeah.

By the way, they REALLY need to train more TSRs/management for SDP. Today when I was trying to look for help with an SDP issue, there was literally NO TSR2s/supes/a-supes for the queue. I had to take a rep off the phones and make them go into project mode to help me out. Then the call management desk (the people who phone random people up who they think are slacking off when they should be taking calls) phoned both of us up to ask what we were doing since there were only 3 SDP reps taking calls at the moment, including both me and the rep who was helping me. Since we were both in project mode, the 3rd rep couldn't go for his lunch... HAHA... 3!!!!!!!! Man, good thing it hasn't been as busy on weekends.

I really didn't like how one customer called me today and he was having a heavy fight with his girlfriend in the background. So he kept swearing back and forth with his girlfriend while I was trying to troubleshoot. And he was yelling to her too so it was really amplified on our headsets. I had to put him on hold for awhile since it was really pissing me off. Good thing he hung up, impatience wins again!

Oh well, signing off for today. First day back to night shift was one of the longest days ever working here.

More ice-cream plzkthx

YAY, today they actually treated us to DQ ice cream sandwiches. Omg, if they'd to that everyday they'd totally win my loyalty. It was funny though, they sent us an email to help ourselves in the kitchen freezer, but then when I went to the freezer, there was a sign that said DO NOT TOUCH. Go figure, I touched and ate anyways.

I got coached again today by my team supervisor. 2 times in 2 weeks. Must be a personal record for him. This time I knew though. I'm getting smarter with that. I sit at a spot where I can see exactly what he's doing, and whenever he had his headset on and his phone has a whole bunch of lights, I know he's listening to someone. Then I monitor to see his listening patterns, and I clue it that it must be me he's coaching. That's why I actually did decent today yay! Ask for E-Bills for the calls I know he's coaching and screw the rest.

There was this one customer he coached me on where neither of us knew what the cust was saying. His speech was sooooooooo slurred it sounded like he was really drunk. The thing is though, he wasn't, he was just disabled or something. Anyways, the only thing I caught in the whole conversation was Cable is fine and Bye. WHY CALL ME. EMAIL US OR SOMETHING. Yeah, I did really well being coached for that call though because my supe didn't want to admit he didn't understand what was going on either.

I just roll my eyes everytime a customer starts "But the CSR who signed me up said...." Gotta have one of those everyday.

I had a disabled customer who couldn't dial out on the phone and had to have operator assistance to help with dialing long distance numbers. He had a system setup so that he dialed the operator by blowing into a straw. Apparently, he was told by our CSR that he could use the operator to dial out long distance numbers no problem. GUESS WHAT? THAT'S NOT THE CASE. Apparently we work with Bell and their operators can't dial long distance for customers because there's no way for them to give us back the charges associated with the call. Lovely. That obviously turned into a supervisor call.

And finding a supervisor sometimes can be hell on earth too, especially for SDP. No one ever seems to be around when I need them. Bah.

Oh well, time to enjoy my 1-day weekend...

P.S. I still hate CSRs.

The Speakers Corner

One of the supervisors today approached me and asked me if I wanted to go upstairs to voice my concerns or questions. I was feeling kind of really sick and didn't feel like speaking to customers, so I agreed! LITTLE DID I KNOW THEY WERE FILMING ME. I wanted to go back downstairs but they were like no go do it Maria. So yeah, I asked them when they were going to make the CBS (cable base system, our database to access customer info) enhancement to actually be able to read exactly how many long distance minutes a customer has used. Right now, we have to calculate it manually with pen and paper omg. Then some customers want the EXACT amount, even when you say oh it's approximately x number. So just tell the customer yes sir you've used exactly 199 minutes 24 seconds and 999 milliseconds of your long distance minutes.

It was pretty funny though. One guy said "Thank you for choosing Shaw, my name is X and I work at the Shaw tower." Another guy couldn't remember his name or where he worked! Haha they only gave me one practice round, then filmed the 2nd one and kept it. One wonders though, where that film will go. They say they're going to edit it in calgary, but they couldnt' specify exactly what it'd be used for. Man, I'd just die if they showed it at one of our general meetings where there's 500+ people looking at big screen TVs.

Today was a pretty relaxing day actually. Most of the time I was in project mode. First the speakers corner, then I won that reply to email thing where if we reply first, we get to go on a special project. Actually that was funny too. When I got to the sup after I had won, she was like "ok your project is to wash the dishes, here I'll bring you over." *both walk over to the kitchen and see the whole kitchen is clean*
"omg I swear to god 10 minutes ago this place was filthy! How did someone clean this kitchen without me noticing? .... I guess you earned a project mode though so let me think of something to do for you."
I ended up going around ordering people to put their jackets in the closets, and cleaning up papers/dirty cups. Although it got pretty nasty at times (stupid filthy pigs... I mean guys), it was time off the phones. I made sure that 'project' took 49 minutes, and then I got to go on my lunch break.

After that, another sup approached me and asked me if I wanted to do another project for him. Of course I agreed, and that took half an hour. By the way, our photocopier machine is aweeeesome, it orders and staples papers for you. Then I had a meeting for half an hour. Wow I spent like 2 and a half hours doing projects today. No wonder I don't really feel tired.

Our call centre has been pretty busy for the past week. I'm really surprised, since I'd think people would want to spend more time out in that beautiful sunshine instead of bitching and moaning to us. Who knows why. They wouldn't even let me leave early today *gasp* Although it wasn't really busy until 3:30 or so. Geez good thing I leave at 4:30, it's been a crazy queue after 3:30 nowadays.

Oh one last thing today, I actually got a reply from one of our reps that screwed up!! Omg, it made me so surprised I'll post it: (Btw, the first email starts at the bottom, and yes, that's how outlook works)

-----Original Message-----From: M Lawrence
Sent: Wednesday, May 17, 2006 2:22 PM
To: M Y
Subject: RE: about a cx you dealt with

Thank you – I somehow entirely missed the whole “evening” slot. As for the schpeil, I definitely do try to advise the cx of the demands placed on our field techs. Thanks again for keeping me on track!


-----Original Message-----From: M Y
Sent: Wednesday, May 17, 2006 2:11 PM
To: M Lawrence
Subject: RE: about a cx you dealt with

Hi M,

Nope, we have 3 time slots:
Morning (A slot) is 800-1200
Afternoon (B slot) is 1200-1600 hrs, and
Evening (C slot) is 1600-2000.

When I looked in the initial sc, it specified in the spin notes to arrive after 6pm.

If a customer requests to have a technician come in at a certain time in the appointment, it’s best to note in the ns as “arrive after 6 pm if possible” since most techs follow a certain route that may not be convenient for them to go to that household at a time. Then, inform the cx that their request has been placed into the call, but also that it may not be possible since you don’t control how the techs route their calls. I find that works best with customers. Hope this helps! Feel free to msg me about any other questions you may have.

Me

-----Original Message-----
From: M Lawrence
Sent: Wednesday, May 17, 2006 1:37 PM
To: M Y
Cc: M Lawrence
Subject: RE: about a cx you dealt with

Hello,
I’m pretty sure that I specified that the booked time was for a “PM” slot. Isn’t that from 1200-2000hrs? If I did mention anything about that being the timeframe, I would never want the customer to be so misinformed. I’m not sure how the customer feels that was what I may have meant, but I am greatly sorry for any confusion that might have come about. I try to be very clear with all the customers whom I have to book PM time slots for. You did mention that the timeframe was for 1300-1600hrs – am I incorrect about the PM slot being from 1200-2000hrs? Thank you for bringing this to my attention. Please let me know what I can do to assist in regards to this matter.
Thank you,
M Lawrence

-----Original Message-----
From: M Y
Sent: Monday, May 15, 2006 8:43 AM
To: M Lawrence
Subject: about a cx you dealt with

Hey M,

In the future, pls do not tell the customer that a tech can be there after an allotted time for a timed sc. This customer called back in saying that she was told that the appointment was for after 6pm, but cbs was booked for a 12-4 appointment. Someone does have to be home for the entire period for a timed crew.

010-0032-1292

Thanks!

Me


Yeah see I'm nice with our reps hoho. Oh well too much for one blog already.

The neverending pain.

which is SDP. TSRs really just act as the mediator towards the customer and the company, aka, since no one knows anything, we relay that to the customer!

It's a fun and rewarding job that's for sure. Stupid chinese customer today treated me in a condenscending tone like she was teaching ME what stuff was. How the hell am I supposed to know why your call display shows "Operator"? Don't bother me omg. It doesn't even matter, lady! You're NOT being charged for it. Stupid chinese customers have to know every single unimportant meaningless piece of information about everything. Damn I could see myself in for one hell of a ride with it being launched in richmond now. Why the hell did I accept to go into the SDP team??? I have no technical knowledge of phones at all.

Although, it was funny today. I owned a TSR2.
Oh btw, the way our management works is that we have from the beginning:
TSR (me, the lowly ones who essentially do all the work in the call centre)
TSR2 (the ones who know as much as we do, but are off the phones and get paid more)
Assistant Supervisor (Really laid back.)
Supervisor (Where are they most of the time? Downstairs "investigating" things)
Manager (Only one, but she's really nice)
But yeah, TSR2 'F' was like "so replug the RJ 45 cable into the telephone jack"
Me: "Don't you mean RJ 11? RJ 45 is ethernet cable."
F: "...."
(Everyone laughs)
F:"omg, I didn't have formal technical training."
Haha, that sure was funny.