sarasvati: A picture of a sign featuring vegetables and the text, "Welcome friends, I am POTATO." (I am potato)
Sarasvati ([personal profile] sarasvati) wrote2011-04-17 10:41 am
Entry tags:

(no subject)

So for my bookblog, I decide to create a fun little meme based on 30 Days of Video Games, which I call 30 Days of Genre I make the intro post, make Day 1's post... and then find that within a couple of hours the hits to my blog have just exploded as word started to spread about the meme and its topics. People all over were getting in on it. Somebody created a Twitter hashtag for it to help group all the link together. All because a friend who runs another bookblog went, "Hey, this is nifty, I think I'll spread the word."

It's gone from 30 hits being a decent day to 30 hits being a steady morning, and we're only on Day 5 of the meme. It's a little bit mind-boggling. I'm used to thinking of myself as somebody who stays in the background, who gets a little attention but will never be able to compete with the big players. And suddenly there are some big players who are linking back to me and increasing my site traffic and I still can't quite wrap my head around it.

Not complaining. Just goggling. :p

In more amusing news, I got a little bit snarky with a customer on a sup call the other day. Quite frankly, I kind of think the guy had it coming, and while I probably should have held my tongue and said something more polite, I just couldn't be bothered. I'm too tired of the bullshit there to put up with it being slung from another angle, and the customer wasn't listening to reason..

Let me set the scene. The company I work for bills for their Internet service per circuit, which means if you've got one Internet connection coming in, you get one invoice. It seems pretty straightforward that way.

However, this one customer called in and his story was thus: He has an ADSL connection, 1.5/384, and that connection is split over 3 condo buildings. Now my first thought it to feel pity for his tenants, because split that connection 3 ways and you're going to get slow speeds. Not as bad as dial-up or IDSL, but still pretty damn slow. Anyway, because it was split over 3 buildings, the guy wanted to be sent his bill in 3 equal parts, so he could bill each building seperately.

Here's our conversation:

Me - I'm sorry, sir, but since you have only one circuit on one account, we can only send you one invoice. If you wanted to get multiple accounts and multiple connections, then you could absolutely get multiple invoices, but where you've just got the one, you'll only get one bill.
Guy - Well, somebody there should be able to split it up.
Me - Sir, you have one line and you'll get one bill. That's how it works.
Guy - You should be able to change it for me.
Me - Sir, it's automated. Our system will detect that you have one line and thus only send you one bill. What you're asking cannot be done.
Guy - It's all done by computers, so I can't see why you can't just do that for me.
Me - *fed up* Okay, sir, I'll be blunt with you. While what you're asking is theoretically possible, I don't possess enough knowledge of coding to reprogram our entire billing system for you.
Guy - *grumpy mumbling* Well somebody in your company must be able to.
Me - Sir, there's nobody here who can complete your request. Is there anything else I can help you with?
Guy - Fine! But I'm going to report your response to my manager.

Ooh, big threat there.

Maybe I shouldn't have said that to him, and even the guy who I took the sup call from, who is known for being rude to customers, couldn't believe I'd said that, but I was just sick of it. I wanted to get across to him just how ridiculous his request was, especially when he'd been told multiple times that it can't be done. It would involve recoding the billing system. Whoever in the company can do that probably makes about as much in an hour as this guy pays for Internet each month, and I wasn't going to escalate the request to Corporate because this guy was too lazy to break out a calculator. I get that paperwork has to be submitted in a certain way, but when you involve outside companies who bill differently, you might just have to suck it up and deal. And nothing I was saying was getting through to him. I'd tried explaining things. So had the previous agent I took the call from. And according to the notes on the account, so had two other people, earlier in the week. One circuit, one invoice. End of freaking story. Stop calling.

You can tell I've had enough when I stop caring about getting in trouble. The worst they can do is write me up and tell me I can't be a Tier 2 agent anymore. Which bumps me back to being on the phones, which just gives me one more excuse to get out of there, which I'm already working on doing anyway.

And I highly doubt I'll even get written up. I flat-out told the supervisor what I said to the guy, and she laughed. Nobody's been doing quality monitoring for about a month now because one guy quit, one was out for bereavement, and the other's out on disability and is waiting for surgery. Nobody's replaced these people, or even started looking for replacements, so agents are doing a ton of stuff wrong and there's nobody to hear the calls properly and coach them appropriately. The company just doesn't give a shit. Neither do I.

And now I'm going to go eat a strawberry turnover and read a book. It's raining outside, and I feel like endulging in warm comfy things while I can.