StupidFollow

I am going to run a situation past you and you tell me how you would react given the information at hand. I work for AAA in road service as a garage field representative. A member breaks down in rural Pennsylvania, New Salem to be exact, at a pet cemetary. Said member is driving a 38 foot RV. This man placed a road service request at roughly 7:30pm Est.

Multiple attempts at reaching the man came up short. The garage being sent out was coming from about 40 miles away and is unfamiliar with the area. Dispatch left a voicemail for the member leaving him the garage's direct phone number to call back to give them directions.

9:30pm Est, man's wife calls in literally, shrieking. Which is nothing new, people get spastic when things don't go their way. It seems her loving hubby received the voicemail and instead of calling us, called his wife. Unfortunately in all of her shrieking about having someone's job, she neglected to get the one thing we needed, directions.

She then is transferred to me, in all her shrieky glory, demanding that I fire said garage and compensate her and her husband for their time. She continues screaming until I tell her that I understand her concern and it will be handled but at this time I am looking to help her husband and at this moment she is doing nothing to aid me.

Which then led to her asking how I dared to speak to her like that. She then demands the phone number for the garage, which I cheerfully advise her was left on her husband's voicemail, but nevertheless I give her the number again as she promptly hangs up.

It is now 10:09pm Est. Garage has called me back and is now refusing to go and help her husband because she called and was pulling the same routine with them. Now given what happened would you have;
A. Called the garage when you heard the voicemail
B. Called your horrid shrewish wife
C. GFY

F[black][/black]ucking forty nine minutes left and I know this ***** is calling back.

waht was the middle one again?

Psshh, If you were a GOOD pothead, you'd have been baked before the call.

I think the thread title is the best answer.

Don't laugh, I had to fire a garage when they showed up for a meeting with my boss, every single one of them were stoned off their asses.

That was an amusing day. HA 11pm I'm out, peace Asylum.

Edited, Mon Apr 10 23:06:54 2006 by Buffyisagoddess

best of both worlds!

Back when I was working customer service for the insurance company I would occasionally (read:constantly) need to patch folks through to roadside assistance if they were too dense to follow automated prompts. I found it best to do so quickly, and to never go through the motions of asking if they were in a safe place, because no matter what they said I was going to reply:

"Great, hold on a sec; I'll get you right through."

They could have been on fire and I would have answered in that manner. Worse was when I was selling policies full-time, and would have the following conversation:

"Could you describe that accident?"
"We were on the highway, and an eighteen-wheeler rear-ended us."
"Oh my, was everyone okay?" <--- That's the question you never ask.
"No, my grandkids were in the backseat and were killed."
"Oh fu[red][/red]ck, forget I asked. Had any tickets in the past three years?"

At least she had something semi-worthwhile to be upset over.

The sad thing is when people get this upset, but over the fact that they can't get a copy of The Pacifier or Saw II.

I just got in today and there shining like a beacon in the night was the big red light on my phone showing I have messages. She left a 26 minute message about last night. She wants a free membership for life as well as for us to pay for the repairs to the RV. Not to mention she is still pushing for the garage to be fired and that I myself, should have some action taken against me.

So I just filled out a 25.00 AAA check to shut her up and deleted the message

Yeah, being in a customer service business sucks. Especially that part about dealing with the customers.

I've found that it's easier to send them out the check because it makes them feel like they have won....until they need road service again, then they're mine.

But all kidding aside, since All-State and Cross Country have branched out into road service, we are emphasizing total member satisfaction so they continue to use us. Road service is the biggest loss that AAA takes yearly. If we finish up 1 million in the hole, it's been a good year.

Of course if I really wanted to be a prick last night, I could have just told her that I can only take a complain from the member at the breakdown location. But I figured that would set her off even more.

The main problem is that the equipment needed to tow a vehicle that size is astronomically expensive and maybe only one or two garages in a three county radius have it. When someone calls in, they are generally quoted a 60 minute running time. When it's something like an RV call they are told as soon as possible and they are told that due to the specialized equipment required.

The major problem is anytime I have to speak with a member it's generally because they are going insane. First they go to a calltaker, then to one of the shift managers on duty that day. Then if they still are unsatisfied, they go to me. So by that time they have spent quite a bit of time getting transferred from person to person. So I usually end up getting an ear beating for a bit.



Edited, Tue Apr 11 16:10:20 2006 by Buffyisagoddess

Yup, hence making any further attempt at seeking compensation null and void.

Edit* Two f[black][/black]ucking sentences and I have to edit it, sad.

Edited, Tue Apr 11 16:27:47 2006 by Buffyisagoddess