Archived Yes! I got to be nasty to a caller!

Status
Not open for further replies.
Joined
Aug 20, 2012
Messages
34
As some of you know, I work for a UPS call center as a team leader in strategic (preferred customers). Whenever a call escalates to me, it's usually bad. Their preferred customers, they get our full name (only strategic customers get our full name-no other department in the call center) and if we want to keep our jobs we can NEVER be the LEAST bit nasty. Well today I was walking through a different department (tracking-regular customers; when you call 1800PICKUPS), and I saw a team member frantically waiving his hands (you raise your hand if you have a question internal resources on your computer can't handle or a supervisor call), and on his desktop notepad application, typed in it was a threat call (confidentiality kinda limits me on what was said-in fact I may be pushing the envelope already). The caller threatened to "slap the S**t out of him". Now, threat calls automatically escalate to a team leader or above. Unfortunitaly, it was NOT a threat call, because UPS outsources their call centers to a third party company called APAC (who I officially work for) if we are threatened we are not official UPS employees, therefore it is not a threat call (per UPS, who sets all quality phone guidelines). I felt SO bad for the CSR, I could hear this guy (who sounds like a girl) screaming through the headphones that were worn by the CSR. After 5 minutes, I had enough and I tapped into his line to make sure corporate was not listening, took the headphone from the CSR and the conversation went like this:

Me: This is Joshua, customer service supervisor---
Prick (the customer): WHY THE F*** DID YOU GET ON THE LINE
Me: Sir, I am going to have to ask you to keep this call professional and at an acceptable tone, otherwise I will disconnect this call (CSR's are NEVER allowed to disconnect a call) and you will not get any assistance, in addition, I want you to know I am documenting this conversation and any other representative you talk to will see said documentation and will be instructed to disconnect the call and not provide assistance (lie-I do have to document the call but unless specifically searched for it is not common knowledge)
Prick: I'M GOING TO SLAP THE S*** OUT OF YOU AND BEAT THE S*** OUT OF THE UPS DRIVER
(BINGO! Threat made against UPS employee means threat call)
*call recording starts, official threat call, I get a Team Coach to listen in-per policy*
Me: I asked him to repeat what he said, he did, and I informed him that I will be forwarding this to the operating center manager (OCM) of the UPS Customer Center the package is coming out of for a possible ban on receiving UPS packages and I will be initiating a UPS interal intercept (UII) and RTS'ing (returning to shipper) his package. In addition, this will go UPS corporate offices where a security officer will review the conversation and possibly refer it to local law enforcement for criminal action.
Prick: Omg, I'm so sorry. What can I do to get my package.
Me: You cannot, the package will be returned. As per UPS policy I am disconnecting this call now. *click*

I love revenge. Especially since I haven't been able to get any for about six months haha
 
B

Barcode

Guest
Seems like a lot of hoops to go through to disconnect somebody. If I had to deal with even half of that on the phone at Target I'd have hung up.
 
Joined
Oct 11, 2011
Messages
217
I can relate allinone. I work at a call center too, but for a different company. There are certain circumstances in which you can release a call (but those a very few exceptions to the rule). And I have had a couple people curse me out, so it does take a thick skin, but if the situation calls for it I will get stern with them, sometimes they will not hear a word you are saying. I like to to think of it as being assertive, not nasty lol
 
Joined
Aug 20, 2012
Messages
34
haha at least someone knows my pain! In strategic you can never ever hang up. period. I missed my target days "YOU F****** As*****" "Okay sir well you have a great day" *click*
 
Status
Not open for further replies.
Top