To whom it may concern:
When you are asked to verify your address or the last four of your social, it is for your protection. Not because I want to make you repeat the same information 3x before your issue is fixed. Also if I ask for the last 4, it's because I can see it on a screen in front of me.
Next time you are upset about the fact that you haven't been getting the service you expected from your phone, internet, or cable t.v.
Go read the E.U.L.A./T.o.S. you signed. Did you know that some cell phones companies don't actually have to refund anything, unless you are with out service for more then 30 days.
Most supervisor can't make that "stupid" technician come back out to your house tonight to fix the issue properly, and they also can't make them get there any faster then I can. Also they won't troubleshoot with you, and they are there to supervise us, not to take phone calls.
Besides more then likely the error came from between the keyboard and the chair.
Because you work from home and don't have a business account doesn't make you any of a priority then the next customer when it comes to scheduling service calls. First come, first served basis here. (it's all a violation of some ToS)
Back in the day when the internet went down at work, we would do all the tasks unrelated to the computer. So I suggest organizing that "insert messy area of home here", that you've been putting off. Instead of swearing your head off at me, because an Act of God, knocked out your internet.
Another thing, After repeating my name three times (plus in my intro) I will refuse to spell it for you.
1. Because you are too angry to hear me.
2. You don't deserve to know it so you can rant about me, to the poor soul who has to talk to you after have I've escalated you to a supervisor.
Because there is a fine like between being frank and rude. (which I still haven't quite mastered yet,Expect for the time, one of you said "She is going to hang up on me" and I mumbled "You wish" as I put you on hold.
Did you know when you tell me "I know it's not your fault, BUT" and you continue tell me how upset you are and frustrated, "I would love to tell you to shut up and let me try and solve your issue". The more you complain, the longer it takes me to get to the root of the problem. With some of you, I don't even get there because I am so tired of being talked over or yelled at that I will schedule you a tech to come fix the issue even if this means the company charges you a service fee.
When I apologize sincerely and you snap at me, telling me that I am being sarcastic, it actually hurts my feelings.
I take my job seriously.
I am sorry that the last rep was unprofessional/uneducated and that has caused your life to be interrupted.
So next time you pick up the phone to call for help, please think about how the voice on the other end that greets you.
Treat others as you would like to be treated, and go the extra mile by taking a deep breath and letting me assist you.
Someone who works the night sift so you can have 24/7 support.
PS If I do a good job, don't be afraid to ask for an email address or supervisor to tell them how much you appreciated my customer service!
This is an open letter to anyone who has ever yelled, berated, sworn or gotten angry at the CSR (customer service rep) on the phone or even in person for that matter when it was not an issue created by this person.