In some cases, call centre operators are judged on the number of calls they take rather than the customer service they give and have a standard script they have to stick to.When I was living in London I decided to switch from satellite to cable television. Sky TV screwed up the cancellation of service and failed to credit me with the appropriate refund. If I recall correctly I was owed about £10. When I was eventually able to get through to the call centre in Dunfermline I was given the usual lame explanations and decided to go for the nuclear option:
When Jackie Barnes bought a bike from bidup TV and it did not arrive, she phoned the call centre, but was passed from one person to another as no-one could help.
Call centre operators often rely on scripted answers, so when Frank O'Hare tried to phone the Working Tax Credit Office with a unique query, they were unable to give him a simple answer to his question.
"May I speak to a supervisor?"
"I'm sorry sir, there isn't one on duty at the moment."
"Let me put it this way, if you don't put me on to a supervisor I shall go to the police station and get them to issue an international arrest warrant for Rupert Murdoch on a charge of theft."
The line went quiet for about three seconds, and the supervisor came on the phone.
"We're so sorry about this problem sir. I shall credit your card immediately and you can phone VISA in a few minutes to confirm that the refund has gone through. Have a nice day (or whatever)."
No hard feelings Mr Murdoch. A consumer's got to do what a consumer's got to do.