if you have worked, or is currently working, in a call center then i am sure you may have experienced some funny moments that puts a smile to your face and temporarily relieves the stress that you feel.
one of these funny moments i remember is connected with my previous account. a customer called in about her cable service which is apparently not working well. as i was troubleshooting with her, she got so frustrated and started screaming. she said, "can you see what i'm seeing on my tv?". i, of course, rolled my eyes and in all seriousness answered, " no ma'aam". she got even more frustrated and screamed, "lool! look!" (need i explain that any square inch of US soil is miles away from the Philippines?)
another one was with a customer who needs assistance in resetting his password. I was spelling out the password to him in phonetics indicating if it is capital or lower case letters. he was able to follow through until we got to the numbers, which he insist that i indicate if he should type in capital or not. I mean, capital zero, capital nine, etc.
on another incident, i was trying to validate if the caller is already able to connect to the internet so i ask her if she can browse any website. she said "ok" and was silent for a few seconds then said, "no, it still says page cannot be displayed". i was so frustrated already because we had been troubleshooting for half an hour already and had done all possible steps. so i ask her again if she can try a different website. she asked, " what website?". I told her, "any website ma'am". to this she irritatingly answered, "i told you i cannot access that website. although, i can access Google." i was confused so i asked her what website she tried to access when i asked her to try. she promptly answered, "any website". literally typing "anywebsite" in the address bar. whew.
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i remembered as well when i was new in my new account and i got a caller who was trying to use wireless connection. the modem was showing offline so i asked her to check the physical connection of the modem and make sure no cords were unplugged.
she took a deep breath and said, "there are no cords in the modem".
i though she confused the modem with the router so i asked her to tell me what the brand is. after verifying that the device she is looking at is the modem, i asked her to check again the cords and described how each one is connected.
she was clearly annoyed and told me, " lady, i don't think you know what you are doing. i want to use a WIRELESS connection so of course there's no need to put any cords in there."
i must admit i had to take a deep breath on this one. nothing annoys me so much than troubleshooting with a smart ass who doesn't know what they are doing but keeps on insisting that i troubleshoot their way. i took a deep breathe and calmly explained to her how a wireless connection works and how the network should be set up. i tried to explain to her that wireless connection does not mean she has to remove the cords. being overly confident with herself, she started telling me how i need to look for another job because i clearly don't know what i am doing and if i could please give her my supervisor because i am not competent enough to troubleshoot with her.
to this i asked her, "ma'am, do you see any lights on your modem?".
she said, "no."
i answered, " when an electronic device does not have a light on it, it usually indicates it is off. can you please check if it is turned on?"
she said," it will not turn on."
and i told her, "so how do you expect it to work ma'am if it does not have power to turn it on?"
she was silent for a few seconds and promptly hung up....some people are just plain stupid. in some cases, hilariously stupid.
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