Angry customer
I just called and yelled at Rogers for the first time... and it worked!
Oh, I've had my share of two-hour phone calls before where I was left frustrated and exhausted, but never have I raised my voice to someone at Rogers or Bell. This time I basically just lost my temper. After an hour and a half on the phone in November, after which I thought everything was set and ready to go for transferring my services effective today, I more or less lost my shit when it turned out that things were not set and ready to go today.
The result? The customer service rep (not the technical support guy, mind you -- he was utterless useless to me) got both my cable and internet working when tech support said it would be at least one day, and she credited me my reactivation fee. And I was only on the phone with her for about 20 minutes (including holding for 12 minutes).
I bet I've used up all my consumer good luck with this one call. It feels so good to have something resolved for once. Though I'm sure that this is not the moral of the story that anyone who works in customer service would want me to learn from this ordeal, I believe that all of this just goes to show that yelling does work.
My yelling technique is unstoppable. Not flat-out screaming, but a winning combination of a loud and very firm tone of voice that lets the CSR know you're at your wit's end + the odd leading question with irrefutable logic thrown in ("from my understanding of how this problem originated, there was nothing that I should have actioned on my end; you failed to follow your own internal procedures, correct?") + and always staying polite ("pleases" and "thank yous" and also referring to the previous incompetents as "the lady named Natasha" and "the gentleman in tech support").
Oh, I've had my share of two-hour phone calls before where I was left frustrated and exhausted, but never have I raised my voice to someone at Rogers or Bell. This time I basically just lost my temper. After an hour and a half on the phone in November, after which I thought everything was set and ready to go for transferring my services effective today, I more or less lost my shit when it turned out that things were not set and ready to go today.
The result? The customer service rep (not the technical support guy, mind you -- he was utterless useless to me) got both my cable and internet working when tech support said it would be at least one day, and she credited me my reactivation fee. And I was only on the phone with her for about 20 minutes (including holding for 12 minutes).
I bet I've used up all my consumer good luck with this one call. It feels so good to have something resolved for once. Though I'm sure that this is not the moral of the story that anyone who works in customer service would want me to learn from this ordeal, I believe that all of this just goes to show that yelling does work.
My yelling technique is unstoppable. Not flat-out screaming, but a winning combination of a loud and very firm tone of voice that lets the CSR know you're at your wit's end + the odd leading question with irrefutable logic thrown in ("from my understanding of how this problem originated, there was nothing that I should have actioned on my end; you failed to follow your own internal procedures, correct?") + and always staying polite ("pleases" and "thank yous" and also referring to the previous incompetents as "the lady named Natasha" and "the gentleman in tech support").