A Day in the Life: Customer Service Volume 42

I swear that when people call customer service all of their common sense goes straight out the window!

I have a few examples:

I told a customer to close down his internet explorer and then asked him to go back to our website how he normally get to it. After these instructions, he asks, "Do I go to Internet Explorer?" I respond with: "I don't know, sir, do you?"
Seriously?!

A customer asked how to get to our website, so I told him to open up the internet and he says "Where is the internet?" Um...? Down the street, duh!
Ok...?

Someone calls me because he can't access a part of our website, so I ask if it says "Hi <and your first name>" on the right side of the screen. He says no, so I tell him he needs to sign in. And he was totally dumbfounded about how to sign in! So I tell him, "You click on the button that says 'sign in..'"
Um...?

These are just a few...sometimes people just misplace their 'marbles' before they call and then we are expected to 'find' them for the customer! ha!

A Day in the Life: Education Services Day 8

As an Education Specialist, I also answer email requests.

I came across this gem and couldn't resist sharing

"Message:I bought a new Logitech wireless mouse.  I can't type in the chart name.  also could not type in the name and address in the above section.  I had to use the old mouse and old wireless connector.

What do I do next so I can use the new mouse.  The mouse downloaded the new software.  I also restarted the computer when the new mouse did not work."

Really?

Why on Earth would I be able to help you with your mouse?

And why is it my problem that you can't type anywhere?

Really?

A Day in the Life: Customer Service Volume 38

We offer free trials of the news paper and our online products.

We process a lot of trials throughout the day.

Customer: My friends told me I could get a free trial

Me: Absolutely, I will set that up for you, just a moment

Customer: Well do you want me name?

Me: Yes, in just a moment

<pause>

Me: May I have your name

Customer: <Spells his name>

Me: May I have your phone number?

Customer: Well, I am traveling all of the time, so its hard to reach me...

Me: OK...What is your delivery zip code first please?

Customer: Don't you want my address?

Me: I am asking you for your zip code first please.

Customer: Oh, <gives me his zip code>

Me: <asks him for the rest of his address>

Customer: <gives me the rest of his address>

Me: What is your email address?

Customer: It's a work email, so I don't want to give that out because they monitor it

Me: Ok, So your trial will start on <X> date and expire on <X> date

Customer: When will I get the paper?

Me: Like I said, it will start on <X> date

Ok, seriously?!

Why don't you just listen to what I say and answer the questions that I ask...

We obviously need the entire address, so I will ask you for it, when I NEED IT!

Ugh!

Ha!

Doppelganger ...

I saw the doppelganger post here and had to play along to see who I look like.

So from the blog I went straight to the site and got a little carried away...

Picture 1.

 I get Reese Witherspoon often..

Picture 2.

Really, my best match is Bruce Willis?

And Dwayne Johnson?

Who on earth is Madeline Albright?! She is old...how do I look like here?! 

 Picture 3.

 Picture 4.

Beyonce? Wow!

I don't see it in almost all of these!

ha!

That was fun, even if they were so out of left field! 

Happy Tuesday!

A Day in the Life: Customer Service Volume 19

So every 8 weeks or so, I don't work on Friday so I can cover phones and work on Saturday.

Our Sales department is not open on Saturdays to receive inbound calls. Sales will come in on Saturday and they will make outbound sales calls, but I can't transfer anyone to Sales from Customer Service.

Anyways, long story short: a gentleman called because a sales rep called him and he wanted to talk to him. I cannot transfer to sales and I politely told him the department was closed and he would have to call back on Monday.

Customer: Well, he just called me, 10 minutes ago.

Me: I apologize, but the department is closed and I can't transfer you.

Customer: Is he a ghost?

Me: Well, no, sir, he is not a ghost...Actually maybe he is...I've never met him

Customer: UGH! He isn't a ghost, he just called me!

blah blah blah

I thought I would be sassy back with the guy because he was being sassy with me. Probably a bad idea...hahaha

Oh well, it's done...now I know to say that the customer just missed the sales rep for the future...

Moral of the story: Don't ask stupid questions if you don't want a stupid response...