Too much time on my hands...

I decided to test out my theory yesterday, so I basically slept 11 hours yesterday to see if I'd still be tired today. The end result.....?

*drum roll*

I'm tired. And not just a little tired, but FRIGGING tired. I think the moral of the story here is not to waste time sleeping and just stay up all night cause it really doesn't make a damn difference if I sleep 3 hours vs 11 hours. Not that I'm bitter or anything.


Crap, chinese customer got all pissy with me today. He had called yesterday and gotten me, then I ended up booking a service call for him. Then he called back today more pissed than ever, cause his internet quit on him too. I remember talking to a TSR2 about it yesterday, and they said we hadn't collected enough examples in the area. I checked the area, and it was like 90% online, indicating that there wasn't a major issue. So I told him that there probably wasn't a problem in the area according to what we can see, and he totally freaked out on me! He was like "WTF cause I was out of internet and cable yesterday, I spent my time knocking on my neighbors houses yesterday to ask if they had services. They were all having the same bloody problem and you're telling me there's nothing wrong in our area?!" Uhh, yeah. *shrug* Again, too early in the morning to care.

But hahaha.. this one customer today called in to get TSN for the world cup, so I quoted her the install fee of 9.95 and also the 13.95 monthly charge. Then she was like "well I have 3 PPV coupons on my account cause your CSRs screwed up my account. Can I convert those into credit towards TSN?" I told her no, since it was against our policy. Then she tried to make me feel bad for her and proceeded to tell me about the previous CSR who had charged $6397.00 on her credit card vs the $63.97 she owed us. HAHAHA. Man. That did the trick for me though, and I fulfilled her request. I'd be so pissed of that happened to me. I'd demand a whole month of credit for my bill if that ever happened to me lol. 3 PPV coupons my ass lol.



Hmm...I had this pissed off customer call in who had lost his dialtone for the 3rd time in a week. Hoho, that was fun. Anyways, near the end of the call, he said,
"I had referred so many people to this service. If they're having the same problems as me I'm gonna be in bigass trouble. Oh by the way, we get a 25 dollar credit for each person we refer that signs up for digital phone right?"
"(Wanting to get off the call ASAP) Oh yeah as long as you give us all the info of the person."

So he did that and I said it'd be fine. Then when I looked into it further on our website, it turns out you can't get credit for existing SDP customers. When I looked at the two referrals he gave me, they had just signed up for SDP a couple days ago so technically the pissed off customer no longer qualified for the 25 dollar credit. (Here's where I say *shit* to myself)
So I go to a supervisor to try and get an override for this situation since I had screwed up. The supervisor agrees to it, on the condition that I call his friends to confirm that it was the pissed off customer who had referred them. Then I look at his friends accounts, and see that they've been having no dial tone/various other problems as well. (Here's where I really say "shit" out loud)

"Hi Ma'am, this is a follow up call from **insert company name here**. How's your phone service going? Oh, badly you say? Oh, okay. By the way, did anyone refer you to our phone service? Oh you're gonna go yell at him, you say? Okay, have a nice day now."



Seriously, we have GOT to define our support scope more for SDP. It's such a borderline for issues sometimes. Like how we don't support routers/broken pcs. Where is our limit for SDP? Cause currently, I'm trying to support everything, including broken phones *sigh*. And lets not even go into fax machines, cause each fax machine call I get takes around an hour at least to figure out. I had the luckiest encounters this past week when I started off with a fax machine call before 9 am each day. The fax machine issue on wednesday took me an hour and a half to figure out *cries*.


Moving on, I really hate people who argue with me when I'm trying to verify their information. (Phone #/Name/Address) Frigging hell, this guy today spent a good 3 minutes arguing with me on why he didn't need to give me his name and address since it was only technical related and not billing related.
He was like "you have my info in front of your face, I don't see a need to give it to you."
"Sir, it's procedure."
"No one else is going to call on behalf of me to try and fix my phone."
"Sir, this is the procedure we follow. Now please give me your name/address."
"This is stupid, just help me with my stupid phone."
"Sir, I'm not doing anything until you give me your name/address." ...aka ("YOU DUMBASS, GIVE ME YOUR NAME AND ADDRESS BEFORE I HANG UP ON YOUR ASS")
"Fine my name's blah, and my address is blah."


And finally, a mini continuation of yesterday's story with the TSR who transferred that internet/SDP call to me. He never did respond to my email asking which TSR2 was the one who told him to transfer to SDP queue. I have a feeling he was BSing. Bitch. I saw one of the trouble tickets he created yesterday. This was the heading: "cx wanted to install SS. Note: cx was passed to me by another tech who was not able to help him."

Ouch. The previous rep (tech as he calls it) states in his trouble ticket that he had only transferred it to this TSR because he was off his shift. (perfectly acceptable practice in our call center, to transfer a call when nearing end of shift)

Man, how would that TSR have liked it if I had put in my trouble ticket title: "TSR transferred internet call to SDP queue because he couldn't handle it." What a rudeass.

God... I sure hope that the new batch of TSRs coming in are significantly more intelligent than some of our reps. Sheesh.

One more day till the weekend *sigh*.