God's People,God's Will

Well, well, well, guess what this post's about.

However first thing first, what is with the other customer service centres who just see that it's a divested customer and immediately transfer to us? This rep couldn't answer a simple question for why the alpha tag read roaming and whether the customer would be charged w/ roaming or not. Hello, the alpha tag works the same no matter which customer you are. Gawd, whatta moron.

Anyways, I've been answering the phone as Customer Service instead of Customer Care, because really I don't care most of the time. There was a time, a long time ago, when the satisfaction of knowing that I did a good job was enough to get me thru the day and weather all the crap that happens in the workplace, whether it was lousy schedules, inter-office politics, or obnoxious customers. Now, since our team has the best quality in the centre, I'm thinking why the hell aren't we being recognized for that? If the focus is on quality and that's what supposed to be the main focus all the time, and not PAR, contract renewals, answering quizzes about P&P or those other contests they like to have, why don't they have an established incentive program for it? All we're asking for is a pizza party for 15 people. You're looking at about 7-8 pizzas. But nope, our OM won't do it. Then what's the point? Wow, we get an extra $0.15 on our raise because of a better performance appraisal. Maybe.

And I think that if we've repeated our explanation 3 times, we should be able to tell the customer to write down the explanation so that they can look at it in their own time and quit making me lose my voice. Of course that would be assuming that they could read and write. For a 1st world nation, the US has a low literacy rate. I swear I told this guy 6 times why we couldn't send out a copy of his bill, twice in my "I don't care, this is what it is, and if you want to go to collections, that's your prob." voice, twice in my nice "I understand you want to see your invoice before you pay your bill, and I feel the same way, but..."voice, and twice in my "Look, you stupid f*ckwad..." voice. He still didn't get it.

Which leads me to the title. Got a call from a rep who spoke to someone who lived in New Orleans. First the rep just starts talking about what the customer told him, and went on about 2 min about that, and I'm thinking, "yeah so, it's on the news". Finally he gets to the point, which is the customer wants to be credited for all the charges that they're incurring right now w/ txt msg since the voice network is overloaded. Well we can't see their bill so we can't CR for what we can't see, and the company hasn't said anything about reimbursing charges that might be incurred b/c of everyone trying to find each other, so we can't guarantee anything for CR. Well that rep didn't like it and tried to elicit sympathy by saying the customer was crying. Am I bitch for sticking w/ the issue and telling them the txt msg pkg they pick will be prorated? Yeah, probably, but guess what? This brings me to this point-- People's true nature is revealed in times of crisis. So if the Americans response to a hurricane is to loot stores, rape, shoot rescue workers, murder people, steal from destroyed homes, sneak in for relief aid when they don't need it...well guess we know it's not God's country anymore and God's just taking care of business.