I work in a software support department and I deal with some extremely irate customers at times when the software blows up.  We are open from 6 am to 5 pm M-F with after hours support available at a premium.  Decent hours for the North American market we service.

This week ended on a classic whiny customer note, maybe bordering on passive aggressive to some degree.  We have a very high call volume in certain departments within support.  I work in a department with a reasonable amount of calls and we are able to keep our calls answered within 24 hours fortunately.  I get a call today at 4:40 from a customer whom called a couple of weeks ago to put in a case for assistance in setting something up.  Now we don’t do training or system setup within support, that is a billable service handled by a different department but a great number of our calls come in that way.

Anyway, so this guy calls, wants to check on the status of his case, I’d had calls like that all day which are so irritating because I can’t work on my own calls.  I pull up this guy’s case, I can see it’s in the queue, high priority but because it’s a different department I can’t help him.  He’s bitchy because nobody has called him back yet, I ask what number did you push when you called just now, he says 1, which is the accounting department and absolutely nothing to do with what he’s calling about.  I explain that he needed to push 3 to get to the correct department but I could see if anyone was available to help him right now.  He’s like no, we leave in 20 minutes so if you could arrange something Monday that would be great.  Well mister, I am a support analyst not a secretary so I won’t be making an appointment for you.  I told him next week when he has time to call back and push 3.  If end up with him calling the me again next week I am going to be beside myself.

So what the fuck did you bother to call support today for if you had no intention of talking to someone?  Seriously what the fuck??  Do you not realize that in your ignorant bliss, you took up 10 minutes of my time bitching in which time I COULD HAVE BEEN HELPING OTHER CUSTOMERS?  You wonder why you are waiting so long for a call back??  It’s people like you, yes YOU who call to check on things and then don’t have time to deal with whatever that thing may be.  You take up TIME which is a valuable commodity when in a support department.

I seriously wanted to rip this guy a new one and show him the error in his ways but unfortunately I have to hold my tongue.  After a full week of drama that comes to a support department, I just could barely contain myself, I really wanted to let this loser know how pissed off I was that he just wasted my time.