For the past week, our computers have been screwed up. It's been one thing after another, and they keep changing our estimated time of repair. We've been excessively slammed, and Management has decided to cut the night crew from 8 people on our specialty team to 5. (Only one of them, by the way, has weekends off.) Add in getting hit by the worm yesterday, and it's been less than pleasant. I admit that back to back calls for over 30 shift-hours, no scheduled breaks (having to work around business needs), and no sups after 7:30 have led to my attitude being less than stellar on occasion. I've still managed to smile, a lot, and work my ass off.
Recap: Cell phone slave.
Our company has a website where you can activate your phone without having to wait to talk to a real live person. The only function we don't really offer is the ability to port your number from another company, and that's because we have to record part of the conversation. Honestly, it's for your protection.
A beep in my ear, which got the canned greeting. The woman on the other end of the phone didn't answer for a moment, so I gave the greeting again. I hear a voice on a speakerphone, and then it went downhill.
I realize that you were on hold for quite a while, and I do apologize for that. Dispite to the fact that you came to the wrong queue of your own inability to listen to the IVR, the fact that only three of us were working tonight, and your rampant entitlement bitch attitude, I was willing to try to help you. That was, of course, until you started the attacks on me. At that point, all bets were off.
I did get nasty with you. I did tell you that if all you wanted to do was activate your phone, I could show you where to find the information you needed, so that you could do this yourself. I did ask you to be considerate of the other customers on the phone, reminding you that they had needs that *had* to be handled by us, as opposed to yours. Yes, you are "a customer, too" and on any other day, I wouldn't have cared. Today, though, the 18 people who also had wait times of 10 minutes or more would have appreciated you not whining.
I did get you a sup rather than hanging up on you, for which you should be greatful. The thought did cross my mind, but I stupidly went and got my normally decent sup. I did deserve the scolding she gave me about not forcing customers to the website, and I accepted it with as much grace as I could while she spent nearly HALF AN HOUR on my phone, petting your ego.
This kind of crap pisses me off, a lot. Just because you can't/won't do some basic reading does not mean that I should have to babysit you.
And no, my unwillingness to help you was not because you were black. It was because you were dumb. There's a huge fricking difference.
Hate and such,
Your currently in trouble rep.