What can I say then
Ok, lemme preface this. I am a supervisor at a credit card call center. Basically I take calls from regular reps whose callers ask for a supervisor, nothing too hard. Alright so, this rep transfers to me; I answer
Me: “Hi, my name is _____, I am a supervisor here at [insert na-]”
Cardholder: “WHY ARE YOU TALKING SO FAST, I DONT APPRECIATE YOU TRYING TO GET ME OFF THE PHONE.”
Literally, I was speaking normal, sup calls don’t hurt my calls per hour I can take 2 hrs talking to this bitch and I’ll be fine. She didn’t even let me finish saying my shit.
Ch: “what’s your name you didn’t say it”
Me: ___, (and it’s 3 letters so I spelled it out)
Ch: I don’t like you spelling it out I’m not stupid.
Me: ~ok~ “how May i assist you ma’am”
Ch: I DONT LIKE YOU CALLING ME MAAM. THATS NOT MY NAME. MY PARENTS DIDNT NAME ME MAAM.”
Honestly, it’s habit. I don’t call them by their first/last name bc people don’t like that. Sir/ma’am are my words, so I apologize right.
Me: “I’m sorry, so how may I help?”
Ch: “well my payment is 30.77$, I need to know why it’s an even number, I need odd numbers because that’s what goes well with my check, and my due date isn’t working for me.”
Me: “ok so-“ (I’m about to rephrase what she says bc I’ve learn people like that bc it shows I listened right, but I just say it so I remember everything and do it in a way it’ll fit the acct.
ch: “I DONT LIKE IT WHEN SOMEONE TELLS ME “ok so”, IT JUST SHOWS ME THAT THEY DONT CARE WHAT IM CALLING ABOUT. I JUST SPENT 4 MINUTES WAITING FOR YOU TO ANSWER AND YOURE GONNA COME TO ME AND SAY “ok so”.”
Me: “It’s not that I don’t care, I just have to make sure I caught everything you said. First, your pymt is 30$ or 7% of your balance, whichever is greater. It’s 30.77$ because you’re over by 77 cents, if the even numbers aren’t working you can always round it to an odd number of your choosing, and in regards to your due da-“.
Ch: “I DONT NEED YOU TO TELL ME WHAT TO DO. I HATE WHEN PEOPLE TELL ME WHAT TO DO. YOURE NOT MY MOM. PLUS NO ONE TOLD ME ITD BE 30$ a month.”
Keep in mind she’s had this acct since 2015.
Me: “Well, when you applied the teems&conditions stated your pymts would be 30$/7% of your Bal, whichever is greater. Now, we can’t tel-“
Ch: “I HATE HEARING THAT YOU CANT DO SOMETHING. I AM A CUSTOMER, I DIDNT CALL TO HEAR A ‘NO’, I AM A CUSTOMER AND IM CALING FOR HELP.”
Me: “alright and I get that, I am trying to help but you keep saying you don’t like what I am telling you. I have to tell you what we can/can’t do, I can’t just ignore what you said and tell you something else. Now, you can pay 31$ that’s not issue. You’re just paying a bit more than the minimum that’s fine. In regards to your due date, (it’s currently on the 5th of each month) what date would you like?”
Ch: “the 1st or 15th.”
Here’s where I got frustrated, she’s due on the 5th, and she usually pays on the 3rd or 4th, so early. She’s requesting her due date 4 days earlier for whatever reason. I’m not in her life so whatever, she sounded hesitant when she said first, so I check the 15th.
Me: (keep in mind I can’t say “can’t” bc shell cut me off and we’ll get nowhere) “unfortunately we are unable to select the 15th as a due date, but the 14th or 16th work, do either of those work for you?”
Ch: “16th is fine.”
Me: “ok, before I select that I have to remind you, you can only change your due date once every twelve months, do you still wish to select the 16th of each month?”
Ch: “what day is the 16th next month (12-16-17)?”
Ch: “I CANT HAVE A SATURDAY I NEED THURSAYS I GET PAID THURSDAYS.”
Me: “we ca-, I mean we don’t choose certain daYS, for due daTES, we need a numberic daTE(#) that works for you. Not daYS (sun-mon).”
Ch: “I DONT UNDERSTAND WHY YOURE MAKING THIS SO HARD FOR ME.”
Me: “I’m not trying to, I’m trying to help, so what daTE works for you?”
Ch: “The 1st.”
Me: “ok so again, before I select that I have to remind you, you can only change your due date once every twelve months, do you still wish to select the 1st of each month?”
Ch: “NEXT MONTH ITS A FRIDAY AND THEN IN JANUARY ITS A MONDAY, NO THAT DOESNT WORK. I NEED THURSDAYS.”
Me: “I’m sorry but we ca-, don’t choose daYS, we have daTE-“
Ch: “I DONT LIKE HEARING WHAT YOU DONT DO I HATE WHEN SOMEONE TELLS ME WHAG THEY DONT DO.”
Me: “I have to tell you what is available and what is not, I cannot please everything you’re wanting. I cannot lie to you and say we can do things we can’t, I’m very sorry you hate all I’m saying but I have to do my job of letting you know your options.”
Ch: “I DONT KNOW WHY YOURE MAKING THIS SO DIFFICULT FOR ME. YOU JUST DONT WANT TO HELP.”
Me: “I am TRYIN-“
Ch: “WHY DO YOU TALK WHEN IM ABOUT TO TALK. I HATE WHEN PEOPLE TALK WHEN IM THINKING OF WHAT TO SAY.”
Me: “so what daTE, are you looking for?”
Ch: “I DONT KNOW. WHAT WORKS FOR ME DOESNT WORK FOR YOU. YOURE SO HARD TO TALK TO.”
Me: (I’m starting to get mad) “you gave me the 1st and 15th, I told you the 1st works and either 14th or 16th work. You keep saying you need a Thursday but we do not choose daYS. We choose daTES. You said the 16th and then said no and chose the 1st, I was about to confirm the 1st and you said no bc they fall on different daYS of the week each month. We don’t choose the daYS they fall on. Jus-“
Ch: “I KNOW YOU DONT OK. IM NOT A CHILD. I HATE WHEN YOU TALK TO ME LIKE A CHILD. I HAYE THAT YOU REPEAT YOUR SELF I JUST, AM SO FRUSTRATED BEVAUSE YOURE JUST MAKING ME MAD.”
Me: “Thats not my intention, what daTE works for you? That’s all I need.”
Ch: “I DONT KNOW OK I DONT KNOW”
Basically my call was 26 mins long, of her telling me she hates everything that I said and ended up requesting another supervisor and just hung up on him bc he was a male.
Tl;dr: lady hates not getting her way.