Job/Cust Service Vent, and Job Prayers needed too! ~FieryMomOf2~

First off, let me state emphatically that I LOVE LOVE LOVE my job. Cloud 10 is the best work at home company I have ever found. 95% of the customers are fantastic and very polite. I service Comcast customers in the Indiana/Maryland/Virgina/PA/NJ area. In a way, this relates to all the customer-service oriented posts that ambushed USM here awhile back.

Tonight was very stressful. It's those other 5% of customers that get me irritated as heck. I don't need to listen to 10 minutes of ranting about how much the service sucks, how you're going to file a complaint with the Better Business Bureau, how you're going to contact your attorney who just happens to be your brother, if I personally do not get your service restored RIGHT THIS MINUTE. I can do nothing about the fact that the technicians are booked out until 4 days from now, and no, calling back will not get you an earlier date. Nor will talking to a supervisor. Nor will me calling the dispatch office. The date I gave you is the date you get, take it or leave it. I am empathetic to your situation, that you or a loved one has medical conditions or disabilities that require your access to a phone 24/7, or that you work from home. So do I. I understand. Cursing at me is going to do nothing except make you look like a complete idiot and get you talked about in the chat rooms so the next poor agent who gets your 20th call back is going to be prepared for your idiocy.

To most people's credit, I am able to remain calm under such ranting and eventually getting them to where they're apologizing to me for their words and tone. I never lose my cool or yell back at a customer. I am always empathetic and polite. I really do care that these people have been without internet for a week and depend on it for their livelihood. But there's only so much I can do. I have called dispatch on occasion on behalf of a customer, but usually get the same response: We can't get them out any earlier than you can. Then there's the ever-popular threat of "I'm going to switch to X carrier if I can't get a tech tomorrow/today." Do people honestly think this is magically going to open up a sooner appointment for them by threatening to cancel their service?

Just as you would to a face-to-face serviceperson, be kind and courteous to phone representatives and that is what you will get in return. CSR's are more willing to go the extra mile for a customer who is understandably frustrated yet calm and polite. It is not the phone rep's fault that your service was disconnected for non-pay and that it takes 24-72 hours to post to the account and restore service. Lastly, always feel free to ask for credit for service during downtime. Comcast is happy to provide a credit to those who's services are down due to no fault of the customer. And I'm certain most other service-oriented businesses are as well because they WANT you to be happy and satisfied with your service.

As I said, I'm very happy with my job. Normally I let things just roll off of me. But tonight was rough. And it's because of said job that I am asking for prayers. Recently an email was sent to me to apply for a supervisor position. This job would about double, if not more, my income. The hitch is that it requires me moving from Texas to the Centennial, CO area. I really do not want to move, but I feel I owe it to my children to make as good a life for them as possible. I want to go as high in the company as I possibly can. I am that ambitious. That is why I take the bad calls with the good and normally just let it roll.

This is a dream opportunity for me and my children. I have been praying on this a lot and asking everyone I know for prayers, chants, vibes, whatever you can send my way, for me to get this job, if it is meant for me to have it. My supervisor emailed the HR director personally and vouched for me, which goes a long way. He was quite surprised that I was willing to move from Texas to Colorado for the company, but that's how much I love the company.

Kelly, if you see this and could put in a word for me, minus the rant lol, I would appreciate it too :)

Any and all prayers would be appreciated. I would be so excited living in Colorado, even if it did mean being away from my family. I think we all need a fresh start, and this is the perfect way to do it.

Thanks for listening

Melissa

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