Friday, July 5, 2013

Team Player

I took a call today that I had to transfer to our fraud department. Apparently one of our customers needed to order a replacement social security card, and after searching for "ss replacement," clicked on the first ad that popped up, completely ignoring the officially Social Security Administration website. They not only charged some bogus fee to their credit card but also gave up a lot of personal, identifying information in the process.

I warm transferred, as always. While I was in the process of introducing myself to the other rep, she said, "I'm having a really hard time hearing you," I said, "sorry, hold on," and suddenly I was completely logged off of my phone as I was reaching for the volume button. System error. Shit happens. I confirmed that the customer had transferred through and commented the account about my end disconnecting. If it had been just me and the customer speaking, I might get permission to call them back, but since 1) I have no way to get back into a 3-way conference call with the customer and that fraud rep, and 2) the whole purpose was to transfer the customer to fraud anyway, I moved on to my next call.

 A few minutes later I received an email from my "teammate" in the fraud department. This shit pissed me off so bad that I actually had to log off my phone and take an unauthorized break. I had to take a walk.

Basically, this bitch said, "While we here in the fraud department are happy to assist you and your department with your needs in verifying customers (No shit? Do not act like you're doing me a fucking favor when that is your job description!)...I do not appreciate the way you transferred that call...without giving me your name or your [employee code]...I asked you for the [employee code] but you weren't there and it was only the customer. Our [employee code] is private bank information which the customer is not supposed to be aware of (if you say so...). This created a very uncomfortable experience for me and the customer, and I feel it's very unprofessional to transfer a call like this..."

I thought of a few responses but decided to forward the message to my manager instead. "Not sure how to reply to this, I was disconnected due to a system error."

My manager knows that I am not a fucking idiot but I am a consummate professional so his answer was, "No reply needed." Now, I don't know if this means that he's going to handle it, or just telling me to calm the fuck down, but I don't need to defend myself against this bullshit. 

How fucking stupid do you have to be to not realize that the call got disconnected? I was literally in the middle of a sentence when I dropped off the call. If my intention had been to do a "blind" transfer, then I would have done a blind transfer, pure and simple!

I get enough shit from our asshole customers every day. I do not need to be lectured about professionalism from a "teammate." You are not my manager. Go fuck yourself.


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