Call Center employees

[tmobileman]

I thought I would see how many call center employees for all of the carriers might like to have a thread to post stories about the worst customers that they handle..a spot to compare horror stories...any takers?

[Ddeere2]

When I start next week, I'll try to remember if I have any and post them when I get a chance to. I'll be working with Sprint so I'm sure they'll be plenty.

[tmobileman]

yeah doesn't matter which company you're with you'll get some real winners on the phone, best of luck, remember attitude is everything, don't let anybody ruin yours and you'll do fine

[Ddeere2]

I got a real weird call today. This old lady called me and said that she would like a new phone because her new one just broke and she barely had it for 2 months! She told me she wanted a new one for 50 dollars or less, and if not, she was going to cancel her service. To top it all off, she didn't have wireless insurance. But overall I think it worked out for her, I transfered her and the supervisor of the other person said that it was ok for her to get a new phone for 50 even though she had no insurance. A friend of mine got a call with a guy trying to activate 8 phones. When he tried every one, they where registered to different people. he gave up and hung up. lol, wonder what i'm going to get next haha

[RJB]

Originally Posted by Ddeere2

I got a real weird call today. This old lady called me and said that she would like a new phone because her new one just broke and she barely had it for 2 months! She told me she wanted a new one for 50 dollars or less, and if not, she was going to cancel her service. To top it all off, she didn't have wireless insurance. But overall I think it worked out for her, I transfered her and the supervisor of the other person said that it was ok for her to get a new phone for 50 even though she had no insurance. A friend of mine got a call with a guy trying to activate 8 phones. When he tried every one, they where registered to different people. he gave up and hung up. lol, wonder what i'm going to get next haha

Huh very interesting. Thanks for sharing.

[tmobileman]

Originally Posted by Ddeere2

I got a real weird call today. This old lady called me and said that she would like a new phone because her new one just broke and she barely had it for 2 months! She told me she wanted a new one for 50 dollars or less, and if not, she was going to cancel her service. To top it all off, she didn't have wireless insurance. But overall I think it worked out for her, I transfered her and the supervisor of the other person said that it was ok for her to get a new phone for 50 even though she had no insurance. A friend of mine got a call with a guy trying to activate 8 phones. When he tried every one, they where registered to different people. he gave up and hung up. lol, wonder what i'm going to get next haha

HA HA the old I am going to cancel if you don't do this for me, come on really people...I am so tired of this call, (perhaps because I get this call all day long, as I am in customer retention) The best is when they call in and say I understand that I didn't want the insurance but I pay my bill on time every month so I think you should do this for me, then you point out the fact that if they're willing to cancel and pay the ETF why don't they just buy a phone for one hundred and stay here, then they say it's the principal...some people always try to get something for nothing...sorry for the late reply great call

[tmobileman]

I had a good call yesterday, it was kind of sad, but the way it ended up was awesome. So this sweet 74 year old lady calls in and she is calling to cancel her two lines that are under contract, I ask mam you have been a customer of ours for over ten years...why are we losing you? Man she starts crying saying I don't want to cancel but my husband of 54 years left me for his 35 year old secretary and is in Mexico with the *Bleep* right now for a month...I have to admit I was thinking because I am a guy...right on old dude got the young hottie, but I also didn't want to lose a ten year account so I empathise with her...I say wow I can't even imagine you must be devastated...then I say you want to really get him? She says yeah so I mention that the account is in his name and he is gone for a month I tell her you are on the acct you can make any decisions that he can so how about I sell you two tmobile wings for full price and we lock both lines up with a two year contract today, I'll express them to you the 14 day trial period will be over by the time he gets home and guess what there is not one person here that will accept those phones back for a refund and not one person who will let him out of either contract without paying a 200 etf per line. She was quiet then she just started laughing and said serves him right, but what am I supposed to do with the phones, I then ask her who she knows that has tmobile service turns out her son and daughter both have their own family plans, so I say tell them it was a gift from their dad. That was really a fun call, she was so happy, we kept the business for now and personally I think it serves him right what a douche

Man I hope I don't get the call from this guy when he gets home from mexico but if I do I do think I am going to tell him that it was me that helped his wife, just to see what he will say about it.

[Ddeere2]

Lol, i know right, i hate those calls. i just remember that one for some reason. woah, that's got to suck for her. i bet they let that slide to keep her business. haha. i just hate it when people threaten to cancel to get things.

[tmobileman]

Word UP man, customers really if you are reading this call in and be nice to your call center employees, most are nice people who will bend over backwards for you if you just treat them like their human beings, have a little patience and don't get mad at them

[Ddeere2]

Yeah, we know you hate having something break or not work, but don't take it out on us or think because of one bad customer service rep, all the rest are bad. Were just here to help you as much as we can. Side note, lol, i'm not taking a lot of calls this week. I have off for a few days

[tmobileman]

always nice to be off of the phones for a few days enjoy

[Ddeere2]

Yup, time to be a couch potato for a while and catch up on everything else. Oh, I just recently found out they're asking people to help with the Comcast side of our call center. I'm not sure if I should take it, they said it pays a little more and you don't get that many calls, lol, wonder how true that is. I might go for it, don't know yet.

[tmobileman]

my buddy in utah works for sprint and dell, he works two weeks for each side, I don't know how he does it, but I think that might have something to do with sprint's rating for cust service ...lol, Me, I am tmobile employed directly take the same type of calls everyday, but I get compensated very well so it's worth it

[Ddeere2]

Wow, that's crazy. I wouldn't be able to do both. Just handling Sprint is a hasle because they make you go through like 20 steps just to make a payment. I think I'm going with the Comcast, even though they don't offer the service in my area, lol. It has better hours, checked when I went to go get my check. So might go with them. That's awesome, I would like to be directly employed, but no chance, were an outsourced call center, haha.

[tmobileman]

direct employment definately has better pay and benefits, with tmobile anyway...we have some centers in texas...mission, brownsville, and an outsourcer in houston...but that houston center sucks...good luck either way

[Ddeere2]

yeah, i heard about the houston center. I used repassit a couple times because i was having some trouble looking for something, the reps there are just rude. like its our fault we can't find something or its not working. thanks. I start tomorrow.

[tmobileman]

Cool Good luck, man I hate mondays seems like all the crazies call on mondays. What I wouldn't give to talk to a reasonable customer on Monday

[Ddeere2]

Thanks. So far its been going good, by Thursday I should be back to taking calls, but with Comcast. I know right. Its like they wait the whole weekend and call on monday just to bug the heck out of you. guess it makes their day. haha.

[tmobileman]

I swear I have been stuck in the unreasonable customer que for two days in a row something has got to give soon...lol

[Ddeere2]

Lol, any luck of getting out of it today. Man, I swear our call center likes firing people. Because the other day, i forgot to post it, some lady came and asked a few friends and I if we worked for Sprint, but we said no, because we were with Comcast, so she walked off, but I later found out she was firing people from sprint because a lot of them had really high call handle times and very low customer quality. Glad I switched. Anyways, today in our training class, after they told us our schedules, some guy got all bent out of shape because he didn't get the time he wanted and got all pissed, so they talked to him, we didn't hear the conversation, and sure enough, he got fired. Wow, been pretty busy this week with the new training and all the firings at my work.

[firstmode]

"I had a good call yesterday, it was kind of sad, but the way it ended up was awesome. So this sweet 74 year old lady calls in and she is calling to cancel her two lines that are under contract, I ask mam you have been a customer of ours for over ten years...why are we losing you? Man she starts crying saying I don't want to cancel but my husband of 54 years left me for his 35 year old secretary and is in Mexico with the *Bleep* right now for a month...I have to admit I was thinking because I am a guy...right on old dude got the young hottie, but I also didn't want to lose a ten year account so I empathise with her..."

Wow, classy man, I hope you never have to feel someone cheat on you, let alone a marriage of 54 years. 54 years! Can you even fathom that many years on this earth, that was just her marriage.

Sorry if I seem harsh, but what you said seemed real harsh but the comment "I have to admit I was thinking because I am a guy...right on old dude got the young hottie" was terrible man!

It is forgivable though, you are probably young. When you are 40 or even in a marriage you would not say something like that.

[tmobileman]

Originally Posted by firstmode

Wow, classy man, I hope you never have to feel someone cheat on you, let alone a marriage of 54 years. 54 years! Can you even fathom that many years on this earth, that was just her marriage.

Sorry if I seem harsh, but what you said seemed real harsh but the comment "I have to admit I was thinking because I am a guy...right on old dude got the young hottie" was terrible man!

It is forgivable though, you are probably young. When you are 40 or even in a marriage you would not say something like that.

I did empathise with her, I know that would be totally heartbreaking, did you miss that? Anyway she didn't know that I thought what I thought, all she knew is that I was there to help her did you miss that. I am married and I love my wife more than anything. Don't judge me you don't know me. If I want to give a guy props for getting a younger woman, than I will do that, I did not say right on dude you ditched your loving wife of 54 years who raised your children and was there by your side for 54 years, I think that the actions of the call displayed that I was on the ladies side. I think you're judging me unfairly and I would appreciate it if you would either apologize or just not post here again unless it is to share your experiences as a call center employee, as the title of this thread says this will be my only reply to your criticism, as I feel that if you decide to post an ignorant reply to this post, I would be angry and I like this site so I will not say anything to jepordize my ability to use this site to speak with others who are involved in the wireless industry, or have questions that I can answer, and so I can continue to learn from some of the great people involved in this site. Thanks

[firstmode]

Looks like we just have 2 different perspectives (maybe religious backgrounds?), so this must all be a misunderstanding.

I saw your reaction to a man chasing his lusts (the younger woman, who left his wife for) as disgusting. Also though, I guess the way that you helped her get revenge is not really my cup of tea (again, probably just a religous background thing, I see it as a sin, the Bible says a white lie or any other sin is the same as murder in the eyes of God and to love your enemies and your f