things you don't like to hear when you're a call center rep

" i want my service turned back on NOW "

--please believe us when we say that we understand how important it is for you to have your service working because we really do and we want nothing more than to resolve your problem as fast as we can. No need to burst our eardrums. No need to cuss us. No need to belittle us. No need to treat us like idiots who can't understand English. What will we get by prolonging your call? What will we get by not fixing your problem?

we are not super-humans. we are merely technical support representatives who our doing our best to resolve your issue. yes, it is our job to make you happy and feel good about the company. yes, it is our job to resolve your issues. BUT we are humans only. we cannot resolve all issues. we cannot answer all questions. there is a limit as to what we can do with our computers and our tools.

"I want to speak to your supervisor!"

-- as if my supervisor can resolve your problem for you. do you know that what i'm seeing on my screen is the very same thing my supervisor will see on his screen? Of course, there are instances when you have all the right to ask for a supervisor and only rightly so. But please, don't ask for my supervisor when you can't even follow the simple instructions i'm asking you to do. don't demand for my supervisor and expect him to fix your problem when you refused to follow troubleshooting steps necessary to resolve your issue.

"I want to talk to an American rep! transfer me back to the US!"

-- if there is an american rep available at that point in time, you don't have to ask for that because you would have been routed to them already.

... and please, don't blame us for answering your call... it's not our fault they decided to outsource.

"You are not helping me!"

--are you sure? what about that time when i am asking you to troubleshoot with me and you so helpfully started ranting and blabbing instead of starting to trouble shoot? What about when I already provided you credits we don't normally provide because I understand you were greatly inconvenienced and deserves to have that credit? What about me offering to send out technician to resolve your problem?

and you are complaining because I don't have the power to credit you whole month's bill. and you are complaining because your service cannot be restored over the phone and has to be checked by a tech. and you are complaining because i cannot give you everything you want.

"I already did that."

--- when asked to secure connections.

when asked to refresh an equipment.

when asked to double check certain settings.

... and then you get upset when i tell you that i need to send a tech out? if you have already done everything i am asking you to do then what else can i possibly do?

"It is not my equipment. It is your equipment that has the problem"

--- really? so how do you explain the fact that you are getting internet service without your store-bought router?

... seriously, some people just can't help but ruin my day.