Customer Support Best of Newsletter March 2008

CUSTOMER SUPPORT BEST OF MARCH 2008

WARNING: The following newsletter may contain profane language. If you are offended by such language, don't read this. Delete it!

Welcome to the MARCH 2008 edition of everybody's favorite Customer Support Best Of newsletter!

IT IS KIND OF A SLIM MONTH THIS GO AROUND. We are now opening the floor for tickets this go around. Always feel free to submit entries! This newsletter basically highlights the best (best meaning worst) situation that we experienced while doing Customer Service. It is open to any call center, website, company, job, etc that involves you and a customer (whether internal or external). So if you got a buddy who does customer service somewhere else, that person's submissions are always welcome.

Just as a reminder, the newsletter censors customers information, and does not supply any potential privacy invasive information. I am basically doing my best to avoid breaking the ethical rules in which we are all bound by. Hey, the materials provided in and of themselves are pretty damn hilarious.

Here was the best of MARCH:

SITUATIONS, NOTES, & MORE

WOW...

Customer called in with no dial tone. Modem shows no lights. She says that when she put paperclip in reset button, she smelled an electrical smell. Oops...

Is it wrong to laugh?

Customer called to cancel phone order. Says no one ordered phone service and doesn't know why they received a letter. Then stated that the grandmother lives there and does not speak english, so she tends to say yes to just about anything. Customer apologized.

You silly geese!

Rep called and wanted to know why order was cancelled. Answer in the call note at the top listed on the account. Apparently rep has an issue with reading call notes.

Very illustrative!

Customer called back to confirm that, yes, it is Unit 6 that they live in. After confirmation, the customer called me an idiot and hung up.

What the heck?!

CUST WILL CALLBAC
< TMRW AFTER JOB IS COMPLE']['ED ADD ZE PHONE

SITUATION OF THE MONTH

Customer did not like the new phone number assigned to her because it has "666" in it. Assigned the customer a less evil phone number.

ACTUAL SUBMITTED SUPPORT TICKETS

Starting up a small section here with actual submitted technical support tickets. By small, I mean 1. Hopefully we will have more in the coming months! :-)

#1. TICKET: is getting the retention message on email when he goes to inbox sent mail is all there but inbx and get mail give him the email retention deletion policy tried deleting temp files and restarting pc/sent test email and it got deleted

ACTUAL DOCUMENTED RESPONSE: What?

THE CONVERSATIONS

RED = MUTE COMMENTS

The PTSD Customer...

REP: How can I help you?
CUST: CHARLIE IN THE TREEEEEEES!
:: Customer hung up ::

FRIEND! I love you THIIIIIS MUCH!
REP1: Yeah, we have to wait for this to cancel out. Then we have to do the non-published order, and THEN we can do the Telephone Number Swap
REP2: Well, it looks like I am going to be making another friend today. I've been making lots of them. NO NEED TO STOP NOW!

THE CONVERSATION OF THE MONTH:

OVERHEARD REP: So, what are you using Lifeline for now?!
OTHER REP PASSING BY: So if they are about to die... THEY DON'T!

Thanks, y'all...don't forget to join in on the fun! If you think you have some good notes, hilarious exchanges, classic notes, stupid customer e-mail (for those whom handle e-mail), or something you would like to contribute to next Month's edition. LMK!

RJ-45