things a customer service rep said that pissed you off - Page 3

Hopey · #21 06-08-2007, 02:49 PM

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Comcast Cable High speed internet:
Me: Ok, I've already disconnected my wireless network and have the cable modem connected directly to my pc. I powered off the modem for 30 minutes and then powered it on. I rebooted my computer. Next step?

CS:
Turn the modem off and wait 30 seconds, then plug it back in.

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I had the same thing happen to me with Rogers (Canada). Except that I told the CS rep "weren't you listening? I already did all that and it still doesn't work"

The CS rep them repeated "Turn the modem off and wait 30 seconds, then plug it back in"...but this time he did it slowly and condescendingly.

As I had already been on hold for an hour before all this went down and wanted this to be resolved, I bit my tongue and went along with it.

Hopey · #22 06-08-2007, 02:50 PM

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In grade school we had a teacher who wouldn't let you go to the washroom if you asked "Can I go to the washroom?". You have to say "May I go to the washroom?" If you made the mistake of saying "can" he'd launch into a big diatribe about how anybody can but that doesn't give you permission to leave the classroom. Blah, blah, blah.

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Sounds like we both had the same teacher. [img]/images/graemlins/tongue.gif[/img]

Cry Me A River · #23 06-08-2007, 03:07 PM

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Sounds like we both had the same teacher.

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Mr. Steele, Thorndale elementary school in Pierrefonds, Quebec?

RR · #24 06-08-2007, 03:20 PM

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I work in a poker room. Players will often ask me things like, "Do I have to post a blind?", or "Do I have to put my name on a list?" My response is always, "I'll never tell you that you 'have to' do anything."

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Am I alone in thinking this sounds kinda smartassy?

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Yeah, that was my first thought, too. It sounds kind of condescending. Plus, the players at his table just want a "yes" or "no" answer, not the ambivalent response that Youtalkfunny is giving them.

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Youtalkfunny is answering this question the way a lot of casino people would want it answered. I have been in more than one orientation where it was stressed to NEVER tell a guest they HAVE to do something. Also the dealer needs to be certain everything he says is correct. I have seen players confused and ask if they have to post a blind wondering if they allowed to leave the table without posting one first etc.

I am sure most of the people here that have played live have heard someone say "if he isn't back in half an hour we'll chop up his chips" after someone has been gone for a long time. I once had someone that was clearly new to poker come up to me and ask "when do we chop up his chips?" The dealers need to give answers that are both clear to the person asking the question and anyone that might overhear that isn't familiar with casino procedure.

Hopey · #25 06-08-2007, 03:22 PM

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Sounds like we both had the same teacher.

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Mr. Steele, Thorndale elementary school in Pierrefonds, Quebec?

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It must be a West Island thing. [img]/images/graemlins/smile.gif[/img]

Mine was Mrs. Novak, at St. Paul's elementary, in Beaconsfield Quebec. Though I heard that a few years later she became the principal at St. Charles elementary in Pierrefonds.

pryor15 · #26 06-08-2007, 03:32 PM

i used to be a customer service supervisor at DirecTV, and this was one of my default moves that nearly always pissed people off.

guy calls in, a bit of an [censored], thinks the runs the world. his kid ordered like 15 adult pay-per-views on the TV in his bedroom late at night over the span of several days. so, clearly, the kid is watching porn.

the guy is convinced he isn't, b/c the kid is a "good kid" who "gets straight A's" and "goes to youth group" and "wouldn't do that"...uh huh.

so my rep will usually tell the guy something like, "well, these are your responsibility, but as a 1-time courtesy we can refund 5 of them"

he gets mad, asks to speak to me, and it goes something like this:

me: "these are legitimate charges. they're your responsibility. i suggest you ask the other people in the house if they purchased them."

him: "they wouldn't do that...blah blah blah"

me: "here's what i can do because, to be honest with you, I've got better things to do than argue with you. i can credit you 2 of them."

him: "the other guy said 5."

me: "you didn't want to talk to him. i'm offering you 2. take it or leave it."

etc...

Cry Me A River · #27 06-08-2007, 03:33 PM

I went to St. Charles from Kindergarden to grade 3.

Freaky!

Hopey · #28 06-08-2007, 03:38 PM

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I went to St. Charles from Kindergarden to grade 3.

Freaky!

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PM sent...I went to St. Charles before being transferred to St. Paul's in grade 5. I wonder if we were there during the same time?

NorCalJosh · #29 06-08-2007, 03:43 PM

KilgoreTrout-

I strongly feel like you're mis remembering the circumstances of that encounter, as none of that is even close to industry standard... if not, you had a customer service rep who was lying for no good reason. weird. bummer.

Hey Porter-

The store was closed for the night. Why exactly was it that they should have been obligated to open the doors for you after the customer service rep did her job and informed you that the location was closed?

youtalkfunny · #30 06-08-2007, 04:03 PM

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I work in a poker room. Players will often ask me things like, "Do I have to post a blind?", or "Do I have to put my name on a list?" My response is always, "I'll never tell you that you 'have to' do anything."

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Am I alone in thinking this sounds kinda smartassy?

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Yeah, that was my first thought, too. It sounds kind of condescending. Plus, the players at his table just want a "yes" or "no" answer, not the ambivalent response that Youtalkfunny is giving them.

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I guess this is an example of how different a spoken word can be, when compared to a written word.

This isn't a standard line that I use every day with customers. Whenever I use that line, it's to calm a nervous, agitated newbie, who is unsure of what to do. I say it in a soothing, relaxing tone, which tells the player, "Don't worry, it'll be all right. Take a deep breath, and we'll get through it together."

Also, if you're under the impression that I just say those words, then stop talking, then I can understand why you think I'm just being smart-ass. If I left you with that impression, that's my fault.

If I tell someone that they "don't 'have to' do anything," I also tell them that they always have a choice, and I then immediately list their options.

PLAYER: (nervous, not comfortable being the center of attention) Do I have to get my chips at the cage?

ME: (speaking calmly, trying to get this player to chill a little) You can do that, or I can sell you some.

PLAYER: (nervous babbling) I didn't know what I had to do...

ME: Sweetheart, you don't "have to" do anything. You're the guest here. You'll always have a choice. I'll never tell you that you "have to" do anything.

Guess what? Now, instead of being uncomfortable with not knowing the routine, or scared to death that she might make an embarrassing misstep, the guest now feels IN CONTROL a little more than she did before I spoke.

I've used this line countless times in my casino career, whether in poker or other departments. No guest has ever reacted negatively. They seem grateful for my sympathy, that I'm not barking at them to get in line, like the other dealers do. They take that crap off the other dealers, because they're not familiar enough with the game to know any better.

(Now that I think about it, I've only used this line with female customers. I guess males don't get as self-conscious if they misstep in unfamiliar surroundings.)