Entry tags:
Etiquette Lessons
I'm at work doing the obvious and avoiding working and emailing ![[profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
johnnym77back and forth regarding various things we are coming across as we go through our day. Now, I'm not saying that all customers are stupid. I am saying that a large majority of people we are dealing with today most likely either ride or need to ride the short bus and not because they went to a small school.
The following are some tips we have come up with regarding proper phone etiquette when calling your financial institution (or really calling anyone):
I also blame a large majority of this list on massive amounts of 70% dark chocolate...
johnnym77back and forth regarding various things we are coming across as we go through our day. Now, I'm not saying that all customers are stupid. I am saying that a large majority of people we are dealing with today most likely either ride or need to ride the short bus and not because they went to a small school.The following are some tips we have come up with regarding proper phone etiquette when calling your financial institution (or really calling anyone):
1) If you call past 10 pm on a Satuday night, there may not be someone available to take your call, do not get upset by this
2) If you filed Bankruptcy, Federal Law prevents us from calling you back
3) If your co-signer filed Bankruptcy, Federal Law still prevents us from calling you back
4) If you have an attorney of record, Federal Law prevents us from calling you back
5) Swearing at us and leaving nasty messages will not encourage us to break Federal Law to call you back
6) If you call 19 times in two days and receive a message stating I am not available, but here is the general helpline number for any available agent to take your call, I will not be returning your call
6a) Especially if I don't even work your account in the first place and told you this sometime around call 7 or 8
7) Swearing at us does not encourage us to go that extra step for you
8) If you do feel the need to swear, try to make sure you have either completely hung up or pressed 'end' before doing so
9) On the topic of pressing the right buttons, if you claim to put someone on hold, do not just put the phone down on your desk and talk to your friend about your favorite snack cakes for 5 to 10 minutes before picking it up and claiming you were unable to find what the person needed
10) If you have evidence that we are in the wrong, please provide us with this evidence and listen as we tell you the correct address/fax/whatever to send it to to have the situation corrected and do not just repeat into the phone 'but I know you're wrong' - it will not actually fix the situation
11) If you need information from us, do not talk over us as we are attempting to find that information for you or verify the answers for you
12) Do not claim we 'know nothing' if we have not yet had the chance to speak because all we get out is 'Uh-' before you cut us off again
13) Screaming only pisses us off
14) Insulting us only pisses us off
15) Insulting other departments may actually get you some sympathy as we have to work with their incompetence as well
16) Insulting your attorney will just make us giggle
17) Insulting your ex or soon-to-be-ex provides for much amusement around the office (especially when you give us excrusiating details and include where you want us to repo their vehicle from for maximum embarrassment)
johnnym77 just emailed me to remind me of:
18) If you have made partial payments every month for the last five months, that does not make your account current. Yes, we received a payment every month, but as it was a *partial* payment, it only *partially* paid your account, which means no, it is not current. Please do not yell at us and we will refrain from asking you to take a remedial math course.
Related to this is:
19) If you did not make a payment for the last three months, but just made a single payment, this does not make your account current. Your comment of 'but I just paid' is valid, but so is the fact that you also 'did not just pay' for several other months and you need to make up something called the 'delinquency' on your account.
2) If you filed Bankruptcy, Federal Law prevents us from calling you back
3) If your co-signer filed Bankruptcy, Federal Law still prevents us from calling you back
4) If you have an attorney of record, Federal Law prevents us from calling you back
5) Swearing at us and leaving nasty messages will not encourage us to break Federal Law to call you back
6) If you call 19 times in two days and receive a message stating I am not available, but here is the general helpline number for any available agent to take your call, I will not be returning your call
6a) Especially if I don't even work your account in the first place and told you this sometime around call 7 or 8
7) Swearing at us does not encourage us to go that extra step for you
8) If you do feel the need to swear, try to make sure you have either completely hung up or pressed 'end' before doing so
9) On the topic of pressing the right buttons, if you claim to put someone on hold, do not just put the phone down on your desk and talk to your friend about your favorite snack cakes for 5 to 10 minutes before picking it up and claiming you were unable to find what the person needed
10) If you have evidence that we are in the wrong, please provide us with this evidence and listen as we tell you the correct address/fax/whatever to send it to to have the situation corrected and do not just repeat into the phone 'but I know you're wrong' - it will not actually fix the situation
11) If you need information from us, do not talk over us as we are attempting to find that information for you or verify the answers for you
12) Do not claim we 'know nothing' if we have not yet had the chance to speak because all we get out is 'Uh-' before you cut us off again
13) Screaming only pisses us off
14) Insulting us only pisses us off
15) Insulting other departments may actually get you some sympathy as we have to work with their incompetence as well
16) Insulting your attorney will just make us giggle
17) Insulting your ex or soon-to-be-ex provides for much amusement around the office (especially when you give us excrusiating details and include where you want us to repo their vehicle from for maximum embarrassment)
johnnym77 just emailed me to remind me of:18) If you have made partial payments every month for the last five months, that does not make your account current. Yes, we received a payment every month, but as it was a *partial* payment, it only *partially* paid your account, which means no, it is not current. Please do not yell at us and we will refrain from asking you to take a remedial math course.
Related to this is:
19) If you did not make a payment for the last three months, but just made a single payment, this does not make your account current. Your comment of 'but I just paid' is valid, but so is the fact that you also 'did not just pay' for several other months and you need to make up something called the 'delinquency' on your account.
I also blame a large majority of this list on massive amounts of 70% dark chocolate...