You don’t have to believe everything customers say to you when you’re a customer service rep. You don’t even have to actually care. But if you can’t stop yourself from slipping in phrases like “not my problem” when you’re helping out a customer, maybe you need to try a different career. Like, say, parole officer.
This customer wanted to remove his active mobileme address and turn one of his existing email only addresses into his main account. Here’s how the chat went:
Brian: Hi Sheena!
Sheila H: Hello, Brian.
Sheila H: I understand you want to switch your main account and email only account, correct?
Brian: I have a little problem. I need to switch the main mobileme account to an email only account and switch one of my email only accounts to the main account. Is that possible?
Sheila H: Unfortunately, email only accounts are no longer available, so if you cancel your existing email only account, you will not be able to reactivate it.
Brian: I’m talking about current email only accounts. And I’ve been able to reactivate email only accounts since the Mac Plus was around.
Brian: Such as switching making yyyyy@me.com into the main account instead of xxxxxxxxxxx@me.com
Sheila H: I understand. However you wish to cancel one account and make it an email only account, that is not possible.
Brian: It’s the main account I wish to cancel. I want to keep the email only accounts.
Brian: Frankly, I’m being harassed and stalked and I just found out I the brain tumor I thought went away didn’t. So my day isn’t really peachy.
Sheila H: Not my problem. Okay. So let me clarify, you wish to cancel your main account (which will cancel your email only accounts), and reactivate your email only account as an Individual account, correct?
Brian: Yeah, um, thanks for the compassion, I just want to get rid of the email address on the main account. If I could convert one of my other email only accounts to a full account, that’d be great. Would that be free under the circumstances or would I just have to buy a whole new subscription to get it done and get started on my email to the Consumerist?
Sheila H: You will need to purchase a new membership because it’s a new account. However, you will receive a prorated refund for your current membership which will be applied to the card it was activated with.
Brian: That would be over six months at this point.
Sheila H: You will be credited for any unused portion of your prepaid membership. Would you like me to cancel?
Brian: Not right now, thanks. I’ll just visit an Apple Store fifty miles away. But thanks for the information and compassion. I hope Steve Jobs reads this.
You stay classy, Sheila!
(Photo: Getty)
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The “C” word comes to mind.
@legwork: but they have the APP STORE!!!
Yeah – the rep was extremely rude and a slow to understand a simple request – but what’s the help of playing up the pity card? I’m having a bad day / I’m sick reminds me of all those “I was treated poorly, and I’m in the MILITARY” posts we see.
@Clold:
Agreed on that. Playing the pity card tends to not work, and that’s what was done here. It does suck, but it’s totally unrelated to the problem and something the CSR didn’t need to hear about.
@Clold: Disemvowel! Disemvowel!
To be honest: is this really something you should be sharing on a tech support call? It’s such a non sequitur overshare that it could’ve sounded like a joke.
“I just found out I have a brain tumor” sounds like a genuine thing you’re going through. An out of nowhere: “I’m being harassed and stalked and I just found out my brain tumor didn’t go away” sounds kinda like the crazy dude talking to himself at the bus stop.
@glitch44: @Clold: @sketchy:
God forbid the caller explain why she’s upset.
I choose to give Sheila a teensy bit of slack: when a total stranger reveals something completely personal out of the blue, it can be so off-putting you blurt out something before your brain kicks in.
And, only a teeny bit because, when she recovered, she should have apologized.
If customers want to be treated professional they have to act professionally themselves.
Saying, seemingly out of nowhere, that you have a stalker and a brain tumor is unprofessional when being used, as it seems in this case, as emotional leverage. Tell the CSR what you you want, if they can’t help ask to be escalated.
Also threatening to go over their heads and drop an EECB on the big boss is a pretty garbage move, too. We consumers have tools and options for getting what we paid for, but the constant abuse of those tools and options will come back to bite us all in the a**. You want something out of the ordinary? Ask, if you can’t get it why do you think you’re entitled to it anyway?
@sketchy: The stalker was relevant, because that’s the reason he was changing email addresses. I’ve changed phone numbers for the same reason.
The phone company (at the time) gave much higher priority to a phone number change because of a stalker. They waived fees for the change and for having an unlisted number, even though I didn’t ask them to waive the fees. It’s a safety issue.
@nsv: And that’s fine, I can tell you want to nitpick here – the stalker isn’t relevant AT THE TIME.
Brian asked for something, tried to explain it once, then promptly lost his marbles and went aggressive. The CSR was explaining that Brian’s request was not possible either technically or by policy (it’s not clear which by the transcript) when his behavior went south. If you need the change BECAUSE of the stalker, bring it up as part of the initial exchange, not as leverage to get your way after you’ve been declined for a change which may or may not even be possible.
@glitch44: Of course he sounds like a crazy guy talking to himself at a bus stop… He has a brain with a tumor in it.
@glitch44: Right on!
“”I just found out I have a brain tumor” sounds like a genuine thing you’re going through. An out of nowhere: “I’m being harassed and stalked and I just found out my brain tumor didn’t go away” sounds kinda like the crazy dude talking to himself at the bus stop. “
I have to give the tech credit here. It is not his problem. She wasn’t getting her way show she tried to get him to help her because she has cancer(or so she said). Personally someone trying this shit with me would just just make me care less about helping them.
Unless the email account caused the cancer somehow it doesn’t need to be brought up.
@cosby: AND @sketchy: Totally disagree with the both of you. There are plenty of other ways to handle it. This was definitely NOT one of them.
Maybe she was thinking out loud. Like, “Is this my problem? Do I need to respond? No, not my problem.” Maybe she was just clarifying to herself.
Yeah, I would have just ignored that comment if I were Sheila. It was rather superfluous.
I’m on side with Sheila – your life story has no bearing on what a CSR can do for you, particularly when the explanation is as vague as it seems and the tone of the customer is very terse.
Just say what you want, if it can’t be done politely ask for an escalation.
I hate to be the jerk around here, but she’s right, it ISN’T her problem. She could have handled it better, sure, but if there’s nothing she can do, you having a medical condition isn’t going to change that.
Okay. Deep breath. Gotta get through layers of dense. Must focus…
Here’s the thing: When you have a brain tumor, you are automatically entitled to be a little pissy. It’s just how it works.
Now having a brain tumor is not an automatic trump card to get whatever you want, but here’s the other thing: When someone tells you they have a brain tumor and the FIRST WORDS, the FIRST WORDS you say in response are “not my problem”… I shouldn’t have to finish that sentence. If I haven’t penetrated all that dense, it means there’s nothing to penetrate to; eventually I’ll just come out the other side of the dense.
@mrpenbrook: No, sorry, you’re not entitled to get pissy if you have a brain tumor. Your problems in life have absolutely no bearing on how you get to treat people. Or would you have us whip out our problems like trading cards to see who has it worse off? Perhaps the Tech Support lost both her legs in a car accident so she trumps his tumor and she’s allowed to get pissy?
No, of course not. That’s dense thinking.
Is his illness, if true, horrible? Sure. Could she have been more polite? Definitely.
But is it her problem? No, it is not. His brain tumor has no bearing on a tech support call.
Sorry, venting about brain tumors falls under the mother/ father/ sister/ brother/ significant other category. It does not fall under the tech support/ UPS delivery / mechanic category.
We are not beautiful and unique snowflakes cherished by everyone in the world. To delude yourself into thinking otherwise is sheer folly.
@glitch44: @meske: Guys, look. Chris posted in this very thread not to play blame the OP.
The point of comment threads is not to rip every submitter to shreds who doesn’t behave purposefully. This is a consumer watchdog site – not every consumer does things in a way we would do ourselves. That’s no excuse for acting in this manner. We want people to feel safe submitting stories and not be publicly mocked on the site.
This is a warning. Follow the comment code or do not comment.
If it can’t be done, ask politely for an escalation.
Sounds like the caller expected somebody to do something for him because he has a brain tumor. I am guessing if he isn’t a bold faced liar he should spend some time worrying about that than email accounts and what he will be charged. I wonder how irate customers would be if the CSR said, my husband left me, and my daughter is pregnant and I cant afford health insurance, but thanks for spending my time dealing with changing your email issues.
In my experience, people only bring up things like that to get sympathy so they can get service they aren’t entitled to. And what he asked for wasn’t possible since the MobileMe switch, of which she had already informed him, so why else would he mention it? So while Sheila’s response wasn’t professional (the only proper thing to do would to have ignored his statement altogether), you get tired of hearing stuff like that.
So in essence, they don’t give a crap about us, we don’t give a crap about them, and we don’t give a crap about each other. I have no idea why there are so many customer service problems in this country.
I don’t believe that the caller was “playing the pity card”, I think that people who receive distressing news have the urge to share it because they’re full of tension and it needs to get out.
When they’re in another stressful situation, like dealing with small hassles like tech support, it tends to be a way of releasing some stress and not escalating to being overtly angry with the person who isn’t making the situation any easier.
Compassion costs nothing, nor do good manners or civility, but you’d think they were the most costly things in the world by the way some people behave. All she had to say was, “I’m so sorry to hear that, sir,” and then pause and wait for him to state his next request. I disagree that the “proper” thing to do was ignore it. Even if it was a lie (and I *don’t* believe it was a lie after reading the conversation), how hard is it to make one compassionate statement in response?
@ShariC: You’re absolutely right.
And a CSR should be trained to know how to deal with people on a human level. It’s NOT her problem, but she’s a horrible person who may end up with her own brain tumor for feeling like she can be such a wench to others.
@Rey:
“feeling like she can be such a wench to others.” i don’t think the word “wench” means what you think it means. i loves me a right saucy wench even on a tech helpline. as a sheila supporter who detests random maudlin elements of pity injected into professional contexts, here are the top ten replies to this non sequitur:
10. if you don’t have any heirs, would you consider naming me in your will?
9. (for male reps only) that’s nothing, i popped a viagra four months ago and i’ve had a monster stiffie 24/7 ever since.
8. i hope the part of your brain that keeps you balanced remains intact so you can wear this season’s sexy stiletto pumps.
7. do you have an address for next-of-kin i can send the final bill to?
6. lucky you! you know when your time is coming so you’ll have a full opportunity to embrace jesus as your savior. people who die in car wrecks don’t have this opportunity.
5. my manager has a brain tumor too, and with any luck at all i’ll be promoted to his job in 2-3 months.
4. was it caused by too much cellphone use? my ex-wife’s cousin is a lawyer who specializes in this kind of suit.
3. have you ever heard of viatical settlements? you can sell your life insurance policy to an investor and enjoy the proceeds while you’re still with us.
2. i can give you the number of the mayo clinic. maybe they can stop the tumor before it spreads to a vital organ.
#1 (drumroll)…we’re offering a special deal for that. just go to our website and enter “braintumor” in the promotional code box.
@the-perfect-face-for-radio: “random maudlin elements of pity injected into professional contexts”
Absolutely.
Huh, to me it sounds like the caller as just venting his frustrations by saying out loud the laundry list of shit not going right (with the “and this isn’t going right either” being unspoken). I have occasionally done it myself. A person can only take so much before they have to say something. And you know, when other people do it I respond with compassion and understanding.
You see, we are all sharing the same human experience, so for me the “I’m not paid to give a shit about you” attitude just doesn’t cut it. It’s a matter of decency. You don’t kick a man when he’s down and by sharing the list of stuff that’s upsetting him not only is he explaining to the rep why the email issue is so irritating (..It’s not just the email lady, I’m not crazy, I’m just having a shitty day, please don’t take offense..) he is BEGGING not to be kicked while he’s down (sorry lady, I can’t take any more, can you please just help me, I’m suffering here.)
I think most people need a lesson in empathy and compassion. Most people are so self absorbed they don’t realize what asshats they are. “That’s not my problem” ie. “This doesn’t affect me or my paycheck so it doesn’t matter. Sorry ’bout your luck looser.”
The correct response to someone venting this kind of frustration would have been “Sounds like your having a tough day. Lets see what we can do to fix the issue with your email.”
That’s it. Just a little sprinkle of humanity.
Of course, that’s above and beyond for most people.
@JamieSueAustin: While I agree with you, it’s hard to believe everything you hear when working such a job [or any job for that matter. Or quite frankly anything ever because everybody lies]. People will say all sorts of crazy stuff just to get what they want. Plain and simple. People will lie through their teeth if they think they aren’t getting something they deserve.
While the tech person may not have gone about the situation correctly she was ultimately correct. It is not her problem. People have bad days all the time, cancer or not.
There’s no such thing as a free lunch. And if people don’t want to be treated differently for being gay, or handicapped, or whatever then as far as I’m concerned the same applies to those with cancer. Good or bad.
Not to say that the person was lying, I just could imagine a friend telling them to say that they are getting stalked, “They’d have to change your account if you say that”, thinking it’s a good idea, and then attempting it.
With the “I’ve been able to do it since the Mac Plus”, comment: Has .mac been around for 20 years? What the hell does a Mac Plus have to do with .mac? That’s like the people who come and buy a computer and say, “Oh I’ve been using Macs since the IIe”, or “The last computer I had had Windows 3 on it”, and want to transfer their data files from their tape drive to their new computer. “Oh, well it worked backed then!”
Well that’s fine and dandy, but when you go to your car do you accidentally walk out in front to turn the old-timey crank and suddenly realize where has all the time gone?
@madog: The OP wasn’t asking for extra money because of the brain tumor, and the complaint wasn’t that the requested action didn’t happen. It would have cost Apple no more for Sheila to write “I’m very sorry” than it did for her to write “Not my problem,” and it doesn’t commit Apple to anything different. So I really don’t see this risk you imply in treating the OP’s statement at face value. The CSR doesn’t lose anything even if it turns out she’s being lied to.
There are all kinds of things people can say that may be technically correct. “Technically correct” isn’t enough to legitimize an asshole statement in *any* circumstance, let alone in the circumstance where somebody’s being paid to offer assistance (which is why the “bad day” defense doesn’t wash for the CSR; if she’s having too bad a day to do her job properly, she shouldn’t be there, and if she’s there, she sucks up her bad day and does her job properly like the rest of us).
I join the posters who are hoping this might be a mishearing and she just said “Not a problem.”
@madog: Thing is, assuming it’s true will not affect you in any way, and (if it’s true) it will help someone else, if only by showing some caring (you don’t even need to feel it).
So where’s the reward for assuming it’s false?
You don’t need to go above and beyond for him. If you can’t (or shouldn’t) help at all, just say, “I’m sorry to hear that, but I can’t (don’t have) comply with your request”. Once he escalates or desists, you could even say something along the lines of “hope everything works out” – but that’s not really necessary.
Heck, if this is too much empathy, then play deaf. You simply didn’t hear that, and continue your conversation.
You don’t even spend more breath saying that over “Not my problem, and I can’t help you”.
It’s sort of surprising that so far every consumerist poster has taken the side of the CSR. The point is, it isn’t her problem, but she should have said “I’m sorry to hear that…” Simple as that, none of this would have happened.
Even if those who are saying the OP shouldn’t have mentioned the cancer had a point, the customer service rep should never have responded with “not my problem”. That was in no way an appropriate response. If I were a manager, and any employee under me ever treated a customer like that, I’d fire them in a heartbeat.
could it be possible that the CSR made an inadvertent typo… and meant “not a problem”, rather than “not my problem”?
granted it took her a while to understand him… i’m saying that maybe we’re not giving sheila enough credit.
Regardless of whether it’s oversharing, that is not an appropriate response from a customer service representative. A simple “I’m sorry” would have been fine, or if that’s just too much compassion, ignore the statement altogether.
That damn voice recognition software! Next time, don’t speak your thoughts, Sheila!
It doesn’t matter what the caller says or does. The CSR is supposed to be professional, the caller is not. A professional makes a meaningless statement of empathy and redirects the conversation.
If the caller says, “I’ve got a brain tumor,” the CSR is going to think, “Gee, I haven’t heard that one in a while,” and say, “I’m sorry to hear that, unfortunately we have no way to do what you’re asking,” or simply ignore it. That’s her job. She doesn’t have to get suckered by a pity play, but neither should she have responded in that manner.
Is it possible she meant to say “Not A problem” instead of “Not MY problem”?
I’ve had many CSRs – from different companies even – use the phrase “Not a problem” when responding to a request or question. (Much like “My pleasure.”) It must be a CSR lingo thing.
Am I the only one who thought it could’ve been (a really awkward) typo/Freudian slip? Perhaps she meant “Not a problem.”?
@msbluesky
You read my mind!
I think she meant to say “Not a problem.”
The rest of her communication seems to jive with that too.
@twophrasebark: I thought the same exact thing. Change “Not my problem” for “Not a problem” and the whole paragraph makes more sense.
Isn’t it possible that this is what the CSR said (or meant to say)?
Oops, already mentioned by others.
Some of you people who commented are just as bad as Sheila. Maybe he shouldn’t have mentioned his problems to her, but a HUMAN response is necessary. If you made idle conversation at the bus stop with some one and they mentioned that they just found out they had cancer, would you say “not my problem?” The circumstances of the situation aren’t so different that it immediately means he’s trying to get special treatment and pity. Show some respect.
Brian, I’m sorry for your bad news. I’m sorry you have cancer. It is a terrible, terrible thing. I hope you do well.
I’m not trying to be mean or evil. I’m just saying.
And I checked out the blog and the person may in fact have cancer, and may in fact have a stalker, but I still stand by my OPINION.
I don’t want to come across as unsympathetic, but I don’t really think this is too bad. For the record, I just graduated with a degree in neuroscience and I’m attending medical school next fall, and I’ve talked with patients who have brain tumors. It’s not a free pass to be irritable and vent at tech support.
To be honest, I’m more offended with the caller in this situation. There was obviously a misunderstanding between the two, and he breaks out the “I’ve been around since xyz, I know how things are done” line. It would seem that a policy has changed, a policy that is totally out of Sheila’s realm of responsibility. Brian jumps to an entitled and arrogant tone before Sheila does anything wrong.
Additionally, if you are having a bad day/week, you can say so. A simple “I’ve had a really rough day, and I’d really appreciate any help you could give me” is much better than indignantly rattling off personal problems that the tech obviously had no prior knowledge of.
After Sheila’s comment, Brian doesn’t even take the high road. He begins with threats of emails to the Consumerist and name drops Steve Jobs. If he is going to publicly air his personal problems, he had better realize that people might not care like they should, even if they are supposed to be serving him.
Could Sheila have conducted herself better. Sure. However, I would never approach tech support like Brian did. That, to me, seems like an irresponsible consumer.
What has happened to this site?
its dis-hearting to see so many anti-consumer ideas/posts on this site.
@yakkowarner: What do you mean anti consumer? In this instance, the Apple Rep might have actually made a typo. If they didn’t then they should absolutely be reprimanded for being rude. However just because the life of the customer is crappy doesn’t mean they get free stuff. Quite frankly, if I was the Apple rep, I would be suspicious if I was on the receiving end of this conversation. The sad thing is that there are plenty of people who lie through their teeth to get free things. I’m not saying this person is but in our system that’s willing to put up with a lot for the customer is rife with potential for screwing over the business. The other thing is sometimes consumers want something they just can’t have. In this case, either what this person wants can’t happen or the company could do it but chooses not to. If it’s the first case, then no amount of complaining can change the situation. People are quick to judge the employee, who knows maybe that employee’s spouse just died or something tragic has happened in their life. Apple has a decent rep for customer service, so while people are berating the emp for not showing empathy, why don’t you step down for a second to ask maybe the employee was going through something that needed empathy.
Before you make a comment on the site, read the comments code. This paragraph in particular:
@Chris Walters:
Since I don’t post here often, I can’t tell if that was directed solely at me, or everyone posting in the comments section.
Either way, I do believe in good customer support. I do not believe in people using an unfair and unrelated situation to try and manipulate someone who is entry level customer service representative, and become hostile when they don’t get their way. I’m not trying to be disrespectful, but that is what I perceive to have happened in this case.
I typically love the advice from the Consumerist, and have used EECB to some success. However, I personally don’t think this experience was as bad as others, while others obviously do. I just assumed the comments section was where we could discuss our differences of opinion.
@Chris Walters: All to often the best help one can give the tipster is to correct their wrong behavior/attitudes/expectations.
Ummm, who is Sheena? I thought her name was Sheila.
I was stalked for a year. It was the worst year of my life. Imagine being raped mentally everyday and you will have a small idea of what it was like. Having been a victim of a crime and am still dealing with residual effects, I know that when I get moody and pissy it is NOT the time to call up tech support to get a problem taken care of, call people I am having a disagreement with, etc no matter how tempting it may be.
Whenever we are going through trauma, we have to remember that it really isn’t anyone else’s fault or their problem. It is a hard pill to swallow but it is true. There are individuals who can be so uncaring and hateful. When going through any sort of trauma, illness or whatnot, we have to take care of ourselves before anyone else and that means avoiding uncaring and hateful people.
My advice to Brain would be to make sure he is in a good state of mind when making phone calls that have the possibility to be unpleasant (and being a reader of the Consumerist, you know that tech support calls can be unpleasant). It isn’t worth raising his stress level.
Could Sheila have handled it better? Yes. Could Brian have handled it better? Yes.
(And I loathe it when people claim they are being stalked to get their way or to get back at someone. They need to fall off the planet. I don’t feel this is the case in Brian’s situation.)
@thelushie: Sheena is… a punk rocker! Sheena is… a punk rocker!
Okay, I’ve worked in customer service for going on 10 years now. But even if it had only been 10 minutes I’d still know enough to not to fucking say “Not my problem”. I’ve heard some pretty insane stuff over the years and have never had a problem dealing with it politely. OP wasn’t asking for a new car or free shit FFS, just to get the problem handled.
WTF is wrong with all of you saying OP should keep their mouth shut about their problems? How about, you’re in customer service, service the fucking customers regardless of what information they disclose as long as it’s reasonably civil? Any other response aside from some polite empathy is out of bounds from a CS standpoint. Seriously, WTF is wrong with some people?
*facepalm*
First rule in Customer Service, you don’t talk about Customer Service.
No…wait.
First rule in Customer Service is don’t be a jerk to the customer.
“too often,” not “to often.”
Ceriphim: If you’ve worked in customer services for so long, you’ll know people don’t bring up these kinds of personal details unless they’re demanding you go above and beyond or are using it as ammunition for a complaint.
The person on the phone didn’t cause her health problems and it’s not related to her support request. Trying to guilt trip someone into doing more than they should do is a cheap tactic and customer services people get it all the time.
Your unrelated personal issues are not their problem, it may be very blunt to say it but it you use these things as a trump card you’re pretty unlikely to get pity from a phone operator who hears these things day in day out and are more likely to be treated with contempt.
@abigsmurf: Haha! People bring up stuff like that all the time! I’ve worked in Customer service for… ugh.. at least a decade, myself. Believe me, some of the stuff people say…
I sincerely think most of it isn’t true. I may roll my eyes while staring at the wall, but I would never say anything rude to the customer. You sympathize, apologize, then figure out what you *can* do to solve their problem. There’s no need to be rude. It’s part of my job description to put up with customers and their quirky ways.
The above situation is no doubt largely due to Apple outsourcing to another company (regardless of being overseas or located in the states). Contract employees do not receive decent pay, benefits, or good, safe working conditions. They suffer from high turnover rates and poor attitudes due to the disrespect they receive from management.
Every company-run call center I’ve ever managed has been pleasant in the extreme, with calls handled efficiently and politely. It’s not the best job in the world, but at least you feel like you’re being compensated fairly for the effort you put in every day.
I swear, outsourcing is the worst thing to happen in the Customer Service industry. Customer Service agents are your first point of contact with the customer. If you’re paying them $6.00/hour and sticking them in hot, crowded call centers, where even a three minute unscheduled bathroom break is cause for reprimand, it’s not surprising they’re so grumpy when they answer the phone.
yeah, OP fault, I know.
i agree it sounds like ‘not a problem’ was misheard as ‘not my problem’. But even if the CSR said “not my problem” so what, they don’t want your life story and it just gets in the way of resolving your problem for you to bring it up.
Maybe Sheila was pissed he called her Sheena, and racially insulted her..
“I’m sorry sir, but mobileme is no longer tumor-enabled. I’m not authorized to remove stalkers for you either, without additional charges.”
I’m sorry – but why would you tell a CSR on a chat that you have a brain tumor??!? It has noting to do with your request. I just don’t get why people today feel the need to disclose so much personal information to strangers when it has absolutely no relevance to a situation.
@meske: I think it’s obvious, they feel they’re entitled since they’ve had something incredibly shitty happen to them. I completely disagree with this attitude but as a CSR I’ve talked to people who told me all about how their life got flipped-turned upside down and I liked to take a minute just sit right there I’ll tell you how I became the prince of a town called Bel Air.
What a bit..
This one I buy.
Wow you guys have no idea some of the excuses tech supp and cust support hears. the way the person just said well i have a brain tumour makes it sound like he was making it up to get some better service.
I am somebody who has been through things even cancer survivors feel sorry for me and i never ever use them to my advantage.
I used to work in phone tech support and people would mention this kind of thing all the time. They had cancer or they were recovering from some medical condition, sometimes they were on heavy medication. Usually they were stuck at home recovering. Might as well get your computer fixed since you feel too sick to do anything else. It’s not a pity thing it’s just explaining extenuating circumstances, why they might be testy or tired or off-kilter. It sure as hell was not about entitlement. I think anyone who suggests it is, is as big a of a jerk as the CSR. I find some of these comments deplorable.
As a side note, anyone who called in and mentioned they had cancer or anything similar, I fudged the numbers and made it a free call. It was the only thing I could do to keep me sane in that job. They had enough problems without a $29.95-69.95 charge from my company.
I think the problem is the callous response. If I found out I had a brain tumor, and vented it in my frustration in a CSR chat, I would not expect a “Oh you poor dear, let me help you” since brain tumor or not, they should be treating me the same exact way!
The fact that she actually went out of her way, used 2 precious seconds to acknowledge that it isn’t her problem, whether she believes it was or not, is just reprehensible.
@The_Atomic_Pod: I agree. Why type “Not my problem” when it’s just as easy to type “Sorry to hear that” and then move right along in the same exact fashion?
Brian: “Thanks Sheila – See You Next Tuesday”
Ok. so we know what was said. But about 90% of communication is non-verbal. not what you say. BUT HOW YOU SAY IT. She could of been very nice. While when we read it it sounds rude. He could of been rude.
Perhaps the brain tumor isn’t her problem, but if he’s getting harassed and stalked on the email he’s asking to cancel (which was my first impression) than she should care about that, as it’s relevant to his inquiry. Regardless, any person who is good in customer service wouldn’t utter those words.
You know, she wasn’t THAT bad until she said, “Not my problem.”
That was just so out of left field I have a hard time believing it’s real.
Though, considering it’s Apple, a little more deliberation and I know it is, sadly.
Just remember that it is easy to play ‘Monday Morning Quaterback’ when you are reading a transcription of a chat between a consumer and a CSR. Business transactions are a two way street and either side of the table is just as likely to make a foolish remark, an unservicable request, or anything else considered highly inappropriate during the course of a conversation or transaction.
If I had a brain tumor, I don’t think I would tell that to the CSR I’m working with. It really isn’t their problem, and for what it is worth how would they know if I’m being honest? They don’t know me from Adam. And honestly, what if they are having a bad day as well? What if, before taking on my concern, they had four or five people playing the pitty card or were downright rude with them? You don’t know.
Stick to the facts, be thankful when they are helpful, and request a transfer or hang up and call again if there is a problem. CSR’s are people, too.
1. No reason for the person to be rude – but at the same time, what does personal issues have to do in the call?
2. I have a simpler solution – get a free Yahoo or Google mail account and just stop looking at the other one. Heck, every ISP account I’ve ever had I have never used the e-mail they provided.
I’m gonna go with the “she made a typo” school of thought. The rest of her statements were all very professional and if not FRIENDLY, at least COURTEOUS.
I think that unless there was additional dialogue after the Steve Jobs threat, that there might have just been a misunderstanding. If she had made a typo, how was she to know that his “thanks for the compassion” was sarcastic? That’s the danger of online communication – so much of what is said in verbal communication doesn’t flow through the tubes that it’s impossible to say what REALLY happened.