I am a Nextel customer care rep. I have been doing this job for 3 yrs now. I must say that I am VERY tired of having customers call in and think that we are just slaves there to do thier bidding and that we are nothing, that we have no thoughts or feelings of our own. If we don't know the answer to a question in less then 5 seconds then we are called stupid and worthless and they want to talk to our supervisors. If we try to give them the answer to a question and they don't like that answer then we don't know what we are doing and need to be re trained. When a customer calls in with 200.00 in overage on the bill and they see the calls on the bill and they want us to credit them for the calls that they have made because "they didn't think they used the phone that much" and we tell them no we can't give credit for the calls they have made, then we are trying to screw the customer over.
I am saying all of this because I dealt with a customer today who thought that he could get me fired because I wouldn't transfer his phone services to another phone. He had called into the wrong care department and when I informed him of this he became abusive and called me just about everything under the sun. He claimed that he knew the VP of Nextel and that he would have me fired because I advised him he was in the wrong care department and that he should call tomorrow to the right one. Needless to say because of how he was treating me and not letting me explain he instantly wanted a supervisor. Big suprise there, and just to let people know, we don't have supervisors just sitting around with thier thumbs up thier butts waiting to talk to you, at times they are to busy to get on the phone.
Of course when I told him that my supervisor was not around at that time, he proceeded to say that I was not willing to help him and that I was being rude, then tried putting words in my mouth saying that I called him white trash and an *ss hole. I have never done that to a customer and I have no reason to now. He did get to talk to a supervisor and he did get his services transfered. He was also informed that 2 out of the 3 phones he was trying to use were listed as lost or stolen, that sends us a red flag in care as possible fraud on an account. If you ever call in to make changes you have to be autherised on the account to do so, it took us 20 minutes to get him verified on the account, this also says fraud to us if he has to search for 10 minutes for the account info that he is calling about.
All that I am trying to get accross is that customer care reps have no reason to screw over customers or to rip you off, we get no personal gain from it or great joy, we are just trying to get through the day and keep our nerves in tact. Maybe customer care would be in a better mood and treat you the customer better if you called in a little nicer and understood the stress and abuse that we go threw with every call we get.