Work. >_

[evilbeej]

Dude. Some *asshole* asked me if I knew what a server was.

Fuck on a shiny weather balloon, does he think he got an Amish tech or something? YOU CALLED TECH SUPPORT. If I repeat 'You've been trying to get a server all day?' confusedly, it means that something in what you said makes no sense, and you need to rephrase if you want the information you're looking for, not insult the person you're trying to get info from.

Comments

[paradisacorbasi.livejournal.com]

Hate to tell you this, sweetie, but you're the one answering the phone.

You're the one who controls the call.

Repeating yourself over and over again, confusedly, will make you sound like you have no idea what you're doing to a customer or person needing assistance.

You need to tell the customer you're not parsing what they mean, and can they phrase it differently because you want to make sure you understand. That makes you sound intelligent, and gives them no ground from which to insult you.

[infinitepryde.livejournal.com]

This is one of my rare days when I'm glad the worst I have to deal with over the phone is telling people the IRS is taking their return for back taxes. People are, disturbingly, less upsettable about largish sums of money than about their computers. o.O

--which'll learn me to post details, not summaries.

[evilbeej]

Him: "Okay... I've been trying to get a server from you guys all day."
Me: "Er-- a server?"

(Note: I am ISP tech support. The people who answer the telephone number that this guy dialed are the people who handle Net Access' residential services, like, you know, dialup and DSL and minor webhosting and mailhosting and yadda yadda. That's what the number's listed as being for on the page-- *which*, it'll become evident in a moment, the guy *knew* he shouldn't be calling.)

Him: "...yeah, a /serr-verr/."
Me: "How do you mean you've been trying to get a server all day?"
Him: "Do you know what a server is?"
Me: "..." *shift into Absolutely Acidly Sugary Voice* "Of /course/ I know what a server is, sir! This is, after all, an internet service provider."
Him: "O-KAY. Well. We've been TRYING to get a SERVER from you people ALL DAY."
Me: *in same 'you have no idea how close you are to dying, do you?' voice* "You're going to have to clarify. I mean, this is a *tech support* number." *force self to shift back to affable conversational tone, which is my normal operating procedure* "You know, like for people who can't get their email, or whose DSL is down?"
Him: "Uh... you ALSO sell SERVERS."
Me: "...sir--"
Him: "And we bought *three*. From your /page/?"
Me: *light dawns, temper rises further, tone goes -completely flat-* "Ah. Fifteen Minute Servers. Unfortunately, what the page says is, in fact, quite true: there is no phone support available for fifteenminuteservers.com customers. You'll have to send an email to support@fifteenminuteservers.com."
Him: "No, we haven't heard back since we made the order this morning. We need to talk to a real person."
Me: *patiently, because I had, at that point, become Emotionally Detached* "Did you send an email to support@fifteenminuteservers.com?"
Him: "...and what, they'll get back to us in a month? A year? Never? No. Please connect me to the people who actually know about this."
Me: *silence*
Him: "...hel-LOOOO?"
Me: "...sir, I'm afraid there is *NO PHONE SUPPORT* for *FIFTEEN MINUTE SERVERS*. Please follow the instructions on the page where you signed up, and *send an email to support@fifteenminuteservers.com* and the department that handles that service will see to your problem in the order in which it was received."
Him: "Yeah right." *click*

Me, to co-worker, "Oh. My. God."
Co-worker's phone rings.

Co-worker, WHO IS A GUY, after answering and then listening for a minute, goes, "...I'm sorry, but unfortunately there's no phone support for that. You need to send an email to support@fifteenminuteservers.com."

Silence.

"Yes. I'm-- I-- sir-- SIR. They're there, and they -will- respond to it within an hour."

Silence.

"Yes, unfortunately, that's-- yes. No, I don't know if they'll call you, but they'll definitely respond. --Okay. Yes, that's the only support." *CLICK*

Co-worker, to me, "Wow."
Me, "Son of a fucking bitch."
Co-worker, "...did you give him the support@fifteen address?"
Me, "Repeatedly."
Co-worker, "What a jackass. I hate weekends."

[caffeineferret.livejournal.com]

Lets face it people are just dumb asses :D

This is what I learned while I was a customer service agent.


Asses! :D

[evilbeej]

Yeah. I think the reason I'm so mad about this one in retrospect, instead of just being irked, is that it was the third guy today who didn't take me seriously, but did what my male co-worker said-- which was EXACTLY WHAT I SAID. :(

I was used to that kinda shit when I was 16.

I am no longer the only girl in the TAC, and I am no longer 16.

So... I get mad. And... yeah!

ASSES!!!