Another one from WLR
When I was working initially on new line provisions, there were about 12 of us serving the whole of the UK and Northern Ireland. Because of this, combined with us doing inbound calls, outbound calls, calls to BT and general stuff, queues were 40 mins minimum. This irated some customers, so I had this customer on call back from another department. This pissed me off greatly because they knew how busy we were.

I read this guy's notes before I called him and softened a bit. A few months earlier, his mum had died, and had to pay the bill late (which he did pay). You know where this is going, don't you?

I thought I'd give him a free telephone line installation, saving him £130. I rang him up to arrange said installation, for two weeks ahead as requested by BT.

He kicked off at me big-style. Screamed at me about how his mum was in hospital and he needed the phone NOW. He was also losing business by not having his broadband, and he would SUE us.

Cue a snarky few remarks about people being brought back from the dead, and as it was a private phone line (we didn't do business), then we were not liable for business losses.

Oh, and I charged him the £130.


When I spoke to my boss about it, it turns out that he'd actually spoken to her about the bill, by being put through to the wrong department. He had sounded distressed about his mum dying, and genuine at the time, all crying and whatnot. The company couldn't give a shit if you pay one month late anyway, as long as you explain.
( Methylene Blue - electrohead, Mon 7 Sep 2009, 18:26, Reply)