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Aibu to be annoyed with these customers/ bugbears in work

(99 Posts)
mollymaid16 Tue 07-Mar-17 18:41:31

I work for a large financial business and although I'm super nice to customers I have some real bugbears for example.

Me: Thanks for calling 'your bank' can I have your sort code and account number
Cust: oh I didn't think I'd need that (huff & puff), I'll just go get it hmm

Cust: I typed my security details in correctly and it's blocked me I definitely typed them correctly there's something wrong with your system, your bank always does this I want to complain.
Me internally: am no everyone makes mistakes and you typed it wrong ffs just like you done last month.

Cust: you've blocked a large payment I am so angry about this etc etc
Me internally: ok in future if you get scammed or hacked we will just let them take large payments ok brilliant.

How I understand people can be fed up with things the lack of common sense pickles me.

Me: can I have your account number
Cust: reads out card number
Me: no your account number
Cust: is my online Id ok
Me: NO Your account number

Any bugbears from your work place.
Or if your bank is annoying interested to know.

harderandharder2breathe Tue 07-Mar-17 18:59:38

My sympathies!

I work in a call centre to do with finance as well

- calling on behalf of mother/husband/daughter/next doors dog and getting huffy when I need to speak to the account holder

- me: what's your full name
Customer: Mr D T Menace
Me: your full name please mr menace
Cu: mr Dennis t menace
Me: and what does the t stand for?
C: Dennis The Menace
Me: (silently banging my head into a wall) thank you mr Menace

I do have similar moans and groans to you but I also speak to some lovely people fair play. Last week I had to call an old chap back and he was like "oh hello Harder how are you! Doris come to talk to Harder while I find my paperwork" (not real names obviously) so I had a lovely chat with the pair of them only briefly about his account but they were so thoroughly lovely and chatted away like I was their neighbour or something, they left me smiling.

Probably my most memorable ever call was a few years ago and a woman cried when I told her how much was in the account. I tentatively asked was she expecting more? No, she's expected much less and was having a totally shit time of it for various reasons and the amount she had was enough to set her right and she was so relieved.

mollymaid16 Tue 07-Mar-17 19:05:52

Yes I agree I hate when they call up for someone else then get arsey and I always say I can talk to you after I've got permission for the account holder.

Or when mothers call up pretending to be daughters (only results in there account blocked) as we aren't stupide, and mothers calling for their 19 year old sons.

mollymaid16 Tue 07-Mar-17 19:06:22

And yes most of the customer are lovely and I have a good old chat with them

harderandharder2breathe Tue 07-Mar-17 19:06:52

Yes anyone who bleats "mummy/daddy set it all up"

Have had it from people in their fifties before now!

highinthesky Tue 07-Mar-17 19:09:21

Lol OP, do you work for FD? Because for the record, the staff are brilliant! 19 years and counting....

StrawberryShortcake32 Tue 07-Mar-17 19:09:36

Mobile phone industry here.

Customer - My phones stopped working, it's under warranty, I want a new one now.
Me - (after inspection of phone) This handset has evidence of liquid damage, this isnt covered by your warranty. have you got it wet?
Customer - well I use it in the rain sometimes, if you can't use it in the rain it's not fit for purpose
Me- (To myself) the definition of mobile isn't "waterproof".
You wouldn't take your TV out in the rain, why do people think it's acceptable to get their phones wet?

I've also had some funny incidences where customers are disputing their phone bills and demand to know what the extra call charges are for. It's a bit awkward when alot of the time they've been ringing porn numbers. How the hell do you tell someone...Yes sir, you've been ringing porn phone lines. These numbers are charged at a high rate, why don't you try a magazine next time, it'll be cheaper lol.

mollymaid16 Tue 07-Mar-17 19:13:43

I know sometimes a customer will call and ask to transfer money to a bill payment and the references they have used sometimes are thing likes

Weed
Slutface
Shagaluf
Etc and it's lovely reading those back to the customer haha they obv think we can't see them.

Or the customers who have joint accounts but for some reason think that they can look at the other persons sole account and share online banking details etc then get huffy because they aren't smart enough to understand what a security risk that would be.

CigarsofthePharoahs Tue 07-Mar-17 19:13:53

Reminds me of the time I refused a refund on a laminating machine. It wasn't faulty, the customer was trying to wedge everything through the wrong way.

TyneTeas Tue 07-Mar-17 19:14:30

You might like this website : )

notalwaysright.com

mollymaid16 Tue 07-Mar-17 19:14:46

Highinthesky not sure what fd is but no i work for a bank in a call centre

Used to work in HR in a University.

Random caller: Have you got any jobs?
Me: Yes, what sort of job are you looking for?
RC: Anything
Me: ?? Well we have vacancies for cleaners, plumbers, lecturers in nuclear physics ... you'll need to narrow it down just a bit (FFS!)

Happened every. fucking. week.

Luckily once it all went online we just told em to look at the website ...

Allthebestnamesareused Tue 07-Mar-17 19:16:47

Actually my Lloyds Bank I can get online when I use my passwords, (many and varied) and its supposed to be the same for telephone banking but they don't seem to work. we then have to go through the rigmarole of me telling them some of my last transactions.

It would be helpful when the bank puts its phone number online if it put what information will be required. Some of the newer debit cards do not actually have the account numbers on anymore but just card numbers.

We have also on many occasions told our credit card provider we are going abroad and where and still get transactions blocked (even really small ones). Yes Tesco Credit Card we mean you! MBNA are much better at dealing with this.

MrsMoastyToasty Tue 07-Mar-17 19:18:23

Client: I'd like to see an adviser today please.
Me: I'm sorry I don't have an adviser free until tomorrow
Client : if I sit here and wait can I see one today?
Me: No, the advisers are fully booked today.
Client : But it's urgent.
Me: Have you any paperwork? (Looks at paperwork and definitely not urgent)
Client : I need to see someone today. Let me speak to your manager.
Manager: (after prolonged discussion ) no sorry we have no advisers free today you'll have to come back tomorrow.

mollymaid16 Tue 07-Mar-17 19:21:38

Allthebestnamesareused I understand what you mean but if we put online what are security would be when you phone then that would be a massive security risk. When you call and we ask questions we want to catch you off guard but I wouldn't rush you I would let you think before answering.

Also I hate when customers ryhme off a list of transactions thinking they are helping but what they are actually doing is writing of potential security questions I can ask you.

ONLY ANSWER WHAT YOR ASKED AND NO MORE

Unicorn81 Tue 07-Mar-17 19:26:30

We have so many people who have eq release and havent a clue what they signed up to. Just see £££ and think they wont ever have to pay it back, really?

Astoria7974 Tue 07-Mar-17 19:32:11

I hate being asked for my sort code and account number after I've already passed telephone banking security by entering it in. I hate being on hold for minutes at a time without being told of my queue position. I absolutely hate it when customer service reps tell me to call another department rather than put me through directly - this is a huge one for me.

TSSDNCOP Tue 07-Mar-17 19:34:56

If I phone LLoyds Bank one more time to tell them I will be abroad and they still block my card there will be murders.

They also don't seem to get that when you have a joint account, asking a bout transactions the other person made won't help you get the 3 security questions right.

Foslady Tue 07-Mar-17 19:36:05

When I worked in housing and people rang about rent and couldn't understand that 52 weeks does not equal 12 x 4 week months......

BrassicaBabe Tue 07-Mar-17 19:39:54

I've got sympathy for you all. Unless you work for BT in an offshore call centre. I'd rather speak to HMRC than BT!

hazelnutlatte Tue 07-Mar-17 19:42:10

I used to work in a credit card call centre. The amount of people who phoned up to complain that they had been charged interest was ridiculous! So many people seemed to think that as long as they paid the minimum payment there wouldn't be any interest to pay at all!

mollymaid16 Tue 07-Mar-17 19:46:13

My bank always transfers you to the other department after speaking with the other advisor to tell them what you want so you don't have to repeat or we fail targets if we don't as it's Bad customer experience.

I understand what your saying about not knowing about other account holders transactions but if your ringing your bank then ask your partner before hand any transactions they've done. If for example I ask for a recent ATM withdrawal it doesn't need to be the very last one done just a recent one so give your own and if you do t have a clue about the account then why have a joint account if you don't use it.

What pickles me is people struggle to answer the questions but they can log into their online banking and answer them if they had the sense to go check whilst I'm on the line.

GasLightShining Tue 07-Mar-17 19:47:36

I have rung up the insurance company and pretended to be my daughter! Won't be able to do it for my son though

mollymaid16 Tue 07-Mar-17 19:49:03

Gaslightshining if you get away with it fair enough but if caught then it cause a whole lost of hassle for your daughter. If she wants you to speak for her it's best she speaks first and gives permission to pass you on otherwise it's a fraud issue

Palomb Tue 07-Mar-17 19:49:58

I work in housing and the amount of people who call me to complain about their neighbours and then have no fucking clue when I ask what number their neighbour lives at!

confused

For fucks sake.

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