She was really stressed out and mildly upset because the person she had spoken with previously hadn’t been helpful, wouldn’t answer her simple questions, and just left her confused. She had been transferred to me and just started explaining everything that happened, that her husband had died not to long ago and that she needed to cut back because she was on fixed income and couldn’t afford what they used to have. Not only that, but her son was in the hospital and would be back in a few days after a suicide attempt.
There really wasn’t much I could do, and we’re not supposed to take too long on calls (especially if we’re not really making any sales out of it) but I spent an hour and a half letting this woman vent, trying to work something out with her that would save her money and let her at least keep some of the things she enjoys. She said her son would be upset about losing some things, but she would explain it to him and hope he would take it well. At that, I spend another thirty minutes explaining to her alternative methods via internet she could use to keep his favorite shows, and ordered her (thank god it was available) free equipment to make it easier to access.
By the end of the call, I was a bit worried that I might get into trouble, but the woman was grateful for my help, and that I had taken the time to explain everything thoroughly to her, and just talked and listen to her. Parts of the conversation I could tell she was on the verge of tears, though at the end she seemed to feel much better and was giggling about how she finally figured out how to work her smart phone properly.
My job can be crappy, annoying, frustrating, and rage educing sometimes, but other times I really do genuinely get to help people even if I do step a smidge outside the line and not talk about -just- company related stuff….that’s good right? :, D