Theme of the day:
"Kiss ass"
That's it. Very simple, very easy. Since the company has deemed that I'm non-empathetic towards customers that are too stupid to turn off their firewall or too ignorant to know where their router is, we're going to change that. Today and today only we're going OVERBOARD. So far I've given away over $100 of Comcast's money. I'm Mr Empathy today. "I'm sorry that your router doesn't work right, let's check the settings in there!". Got something we don't normally support? Call me!
Pissed that your bill is too high? Call me!
Can't determine the difference between your ass and a hole in the ground? Call me!
I've given the same level of support for the past 13,534 calls (I looked it up), so today we're trying the "customer first" approach that Comcast dictates. Remember when your mom was pissed off at your Dad, so he'd buy her something and make it all better? Well, that's what we're doin today. We're gonna BUY our customers love with money. I think we're going to continue this trend until someone catches on and questions it. Of the thousands of dollars I've saved the company by not giving out frivilous credits, well we're giving back. Apparently they don't want us to tell the customer that it's their fault for not plugging in the computer, they want us to issue a credit for our tech not plugging in the computer while he was out there. (We're talking about the power cord to the computer.)
Take this guy that's on the phone. According to his story he's been offline for 3 days now. He hasn't called us to report it in, then when I started asking questions he states that it's gone out and come back. His modem is online and everyting looks wonderfull from this side. Turns out it WAS something in his computer. Had it fixed in 15 minutes (we're bullshitting more on the phone to kill time) and he was back online. Was it something Comcast did to make it not work? No. Was it something out of his control? No. Was it the porn he downloaded? Most likely. In either event, he just got a $20 credit for the 'inconvenience' of being offline for 2 days.
LoL. Just as I typed the above period, my manager sends me an email "Your call quality has improved, but you're giving away too many credits." So we're shooting him an email back something along the lines of 'better safe than sorry' and 'damned if you do, damned if you don't'. I love having someone that's very focused on my work with their head up my ass.
See, when I first was told I was going to be put on this asshat's team I specifically requested otherwise. At the time, I knew I should have put it in writing and in hindsight I was right. It would have shown some foreshadowing to HR for not completing my request. Ohh well. I'm stuck here until the next shift bid. At which point I think I'm going to midnights. It's the only safe way to get away from the asshat managers. I thought going to this shift would get me just outside of their reach since they both work 8-5, but I was wrong. Well, back to the grind.
That's it. Very simple, very easy. Since the company has deemed that I'm non-empathetic towards customers that are too stupid to turn off their firewall or too ignorant to know where their router is, we're going to change that. Today and today only we're going OVERBOARD. So far I've given away over $100 of Comcast's money. I'm Mr Empathy today. "I'm sorry that your router doesn't work right, let's check the settings in there!". Got something we don't normally support? Call me!
Pissed that your bill is too high? Call me!
Can't determine the difference between your ass and a hole in the ground? Call me!
I've given the same level of support for the past 13,534 calls (I looked it up), so today we're trying the "customer first" approach that Comcast dictates. Remember when your mom was pissed off at your Dad, so he'd buy her something and make it all better? Well, that's what we're doin today. We're gonna BUY our customers love with money. I think we're going to continue this trend until someone catches on and questions it. Of the thousands of dollars I've saved the company by not giving out frivilous credits, well we're giving back. Apparently they don't want us to tell the customer that it's their fault for not plugging in the computer, they want us to issue a credit for our tech not plugging in the computer while he was out there. (We're talking about the power cord to the computer.)
Take this guy that's on the phone. According to his story he's been offline for 3 days now. He hasn't called us to report it in, then when I started asking questions he states that it's gone out and come back. His modem is online and everyting looks wonderfull from this side. Turns out it WAS something in his computer. Had it fixed in 15 minutes (we're bullshitting more on the phone to kill time) and he was back online. Was it something Comcast did to make it not work? No. Was it something out of his control? No. Was it the porn he downloaded? Most likely. In either event, he just got a $20 credit for the 'inconvenience' of being offline for 2 days.
LoL. Just as I typed the above period, my manager sends me an email "Your call quality has improved, but you're giving away too many credits." So we're shooting him an email back something along the lines of 'better safe than sorry' and 'damned if you do, damned if you don't'. I love having someone that's very focused on my work with their head up my ass.
See, when I first was told I was going to be put on this asshat's team I specifically requested otherwise. At the time, I knew I should have put it in writing and in hindsight I was right. It would have shown some foreshadowing to HR for not completing my request. Ohh well. I'm stuck here until the next shift bid. At which point I think I'm going to midnights. It's the only safe way to get away from the asshat managers. I thought going to this shift would get me just outside of their reach since they both work 8-5, but I was wrong. Well, back to the grind.