So I've worked for T-Mobile for 5 years. and some calls stick out in my mind more than ANY others. case in point:
Me: Thanks for calling, blah.
Her: OH MY GOSH! MY PHONE WON'T MAKE CALLS! YOU NEED TO CREDIT ME AT LEAST 3 MONTHS BECAUSE MY PHONE WON'T WORK! :o
Me: Oh wow! I'm really sorry, let's get your account pulled up. Now i see that you're calling me on that phone right now, correct?
Her: NO! I just told you it won't work! It won't even turn on! :x
Me: (checking my caller ID again, and saying, yup, it's the same number) so I ask her to take the back of the phone and the battery off.
Her: I can't, it will hang up the call.
Me: (yes, i muted for a moment as a sign of respect for the brain cells I had just lost :wacko: ) ok, so we are on the phone. What's happening, are you getting an error message when you try to make a call?
Her: LOOK! I am in the middle of a Mexican riot! I need to call the police, and I can't! My phone hasn't worked in months!
Me: Ok, have you been using another phone, or are you right now? I see a lot of usage, so we just need to figure out where the problem is. If you need to go to call the police, I can just note this, and you can call back later.
Her: ARE YOU DISCRIMINATING AGAINST ME? I AM A BLACK WOMAN IN A MEXICAN RIOT!
Me: (ummmmm. :huh: .) No, ma'am, I want to help, but if you are in an emergency situation, I don't want to take your time.
Her: Listen her, you f*****g b***h, I could be killed any moment, I want to call my family!
Me: Ok. Tell me what the issue is, I want to help! Do you have the phone with you (giving up on logic at this point)
Her: I AM ON THE F*****G PHONE! ARE YOU HAPPY? JUST CREDIT MY ACCOUNT!
Me: (being a mite bit naughty) Ma'am, crediting the account is not going to help you in an emergency situation, we need to get your phone working. :angel
Her: Is it because I'm a woman? is that why you won't credit me?
Me: Ma'am, I am a female, and a credit is not going to fix your service
*****At this point, she screams and curses for about 5 minutes straight, my sup has plugged in with me and we watch our IQ points dwindling***************
Her: I was just in a fatal car accident. I need to call my family.
Me: (WTF?) I'm sorry? I really think you need to call 911.
Her: I NEED A CREDIT ON MY ACCOUNT, AND YOU NEED TO MAKE ME ABLE TO MAKE PHONE CALLS!
***Another 5 minute cursing session****
Her: Are you going to help me or not?
Me: Ma'am, it sounds like you have a lot going on right now. (I review the ntoes in her account, and she had called at least 7 times in the last year, saying she was in a fatal car accident, and needed a credit.) By definition, if you have had a fatal car accident, then you are dead. And our phones may be good, but they're not going to make a call from beyond the grave.
actually no i read these bc they r funny and i cant believe some of the people that call yall. they need to know how to talk better with CSRs bc they r the one trying to freakin help not get b**ched at
As a former AT&T business care representative, I had people all the time call in saying that there was no way that their bill could be that high!
Me: Well, ma'am, it looks like your phone numbers ending in XXXX, XXXX, and XXXX have all been texting quite a bit.
Cust: Well, that's not possible.
Me: It's not? Okay (takes the bait), why isn't it possible?
Cust: well, they're too young to text, they wouldn't know how.
Me: (safely assuming she means her kids by this point, and having checked previous months usage) Okay, well, I have to admit, this kind of usage goes back a few months.it seems to be constistent.
Cust: Are you calling me a liar?
Me: *Thinking* No, I'm calling your children liars. *saying* Do you have one of those phones handy?
Me: Do me a favor and go to the messages section.now look for outgoing.
Cust: That little ****! GET YOUR *** in here and explain these messages!
Kid in background: But MOM! My friends said it didn't cost nothin!
Me: ROFL even harder!
Yeah, needless to say, the mom bout beat the kid while still on the phone, and then, once that was done, blocked all texts, mms, and media net on all of her kid's lines. LoL I couldn't stop laughing after that.
Me: Thank you for calling Best Buy Mobile. How can I assist you?
Cust: Yeah, I need to cancel my order.
Me: Okay, I'd be happy to help you with that, can I get your order number?
Cust: (Gives me an order number 10 digits long)
Me: O.k.sir, are you sure you purchased this item at Bestbuy.com?
Cust: maybe? I did it online.
Me: Okay, well, what I'm running into is that this order number is too short to be a Bestbuy.com order number, plus it'd have letters at the beginning of the order number. Are you sure that's the entire order number?
Cust: (Repeats same order number)
Me (Getting frustrated): Okay sir, what is this order for?
Cust: a refurbished lg shine.
Me: Okay, sir, we don't sell refurbished phones at Best Buy, other than the iphone and that's only available in store. You wouldn't be able to place an order for a refurbished lg shine on our web site. Do you remember where you purchased if from?
Cust: Oh, you know what I think I got it at ATT.com.