Ok a little back story about my job. I work for a Book company that deals with printed and electronic eBooks. I am an assistant manager and if you ask to talk to a supervisor you most likely will get me.
So last week I have one of my agents call me stating that a customer wants to talk to a supervisor. I let the agent know to just transfer the call to me. Well the lady was angry because the agent was taking to long to take her order. The reason the order was taking so long was because the customer kept on changing what she needed. So of course you keep on changing what you want to order the order is going to take longer. So when I get her she changes her story yet again. I explain to the customer that I would be more than happy to assist her and proceed to take her order. When I get to the end of the order for payment I ask the customer how she is wanting to pay for her order. She states "I want to pay via third party billing". Well we do third party billing, but only one person in our company handles this and she is only in the office M-F (customer is calling on a Saturday). She lets loose a string of obscenities and hangs up the account. After she hangs up I flag her account to warn other people dealing with her to be careful as she is very abusive.
Fast forward to today....
One of my agents is trying to help her with her electronic book. I talk to him and it appears that everything that he has done to troubleshoot her issue is how we would troubleshoot it. I tell him to go ahead and transfer the customer over to me (I do not realize at this time that this is the same crazy I dealt with a week ago). She starts out the phone call just yelling. I confirm all her information, how she is trying to log into her account, the web browser (she first starts out saying she thinks she is using firefox. In order for me to troubleshoot an issue correctly I need to know the exact web browser someone is using. To which she responds with "Well how in the fuck do I figure that out") she is using and what type of connection she is on. She then goes on a rant on how we are blocking her from using her book and she does not appreciate it that we are blocking her access. Ok crazy I have other things that I need to do with my time then block your access to your book. Customer states that she is on a government network at work (which our website is blocked 90% of the time). I ask her to hold to troubleshoot her issue more. Of course I hear her ranting "I have been on the phone trying to get this issue fucking fixed for 30 minutes" while I am clicking the hold button.( NSFW LanguageCollapse )
Usually being called names and being sworn at does not rattle my cage. I do not get the happy customers usually and getting yelled at can be part of the job. But when you call me that word and mean it because you are deciding to be a bitch oh no I will not take this. So I call the Supervisor on shift and ask if I can please talk to him. I explain to him the call and how she had been abusive since the start of the call. He tells me to go ahead and flag her account that she is only able to talk to a supervisor (which is the level above me) when she call is ever again because she does not know how to act like an adult.