thank you for scaring the customer

i work as a verifier on behalf of one of the major landline phone companies in this fair country. i do not answer questions about plans; i don't even know what the plans are for this company as i (thankfully) don't live in one of the areas this phone company is...at this time. today was a very hard day for me.

there is the theory that people go crazy at the time of the full moon. i was talking to the quality control person for my team after work and she pointed out today was a new moon. new theory...you can figure it out.

i had so many dumb bunnies that i had the most sincere pleasure to talk to today. one refused to be recorded and wondered why verification had to be done in the first place. legal purposes, so you don't get switched without authorization, blah, blah, blah. i guess i should add here i have certain scripts to read. and if i want good quality i may not deviate from them. i think they should be a little more polite honestly. also, you hear the same thing over and over you don't want to hear it again. i add inflections of apology as i read the said scripts. i really try. but there's only so much you can do.

don't yell at me. don't tell me i'm a horrid person and that you don't want to talk to me. i wonder if you'd give me the time if i could just show you what we do is not compromising you in the least. i have access to a very limited pool of information. the billing name, the phone number, the plan(s), and your birthday (for most places) when you tell me what it is. i don't give a crap about your social security number. that's none of my business. i also don't need to know maiden names and where your mother is buried. the representatives of this company obviously don't know what's really going on as many people i talk to are expecting some kind of long icky process.

also they can't seem to understand that "uh huh" or "mm-hmm" doesn't exactly mean yes. and just because you're the only one in the house doesn't make you authorized to change the account.

i ask these questions i have as eloquently as i can. but yet the customer doesn't listen. it's not like the phone company's reps do either. stupid people....