Yesterday my calls were depressingly long. I'm trying to get my handle time down and everyone that called yesterday did not want to get off the phone. I had one guy who thought people were out to get him, and that someone was compromising his sprint account, and that people were calling him from different places in order to upset him. He would not stop talking. I didn't think I would ever get him off the phone.
After lunch I had an angry woman call in because she had called in earlier to swap her mom's Galaxy S3 to an iPhone, and the agent did it, but wasn't able to activate the iPhone without a master reset. So they told the agent they'd just go into the store the next day, then asked if they'd still be able to use the Galaxy. For some crazed reason, the agent said YES. Well, of course they couldn't, so they called me.
I determined this was because the line was still swapped to the iPhone, and I could swap it back for them. Unfortunately, because I forgot to ask which number was which, I swapped the iPhone the woman was calling me from with the Galaxy S3. And then I said I'm going to call it, is the number *? And she was like, "Hell, no! That's my phone! You didn't F up my phone, did you??"
"Um, please hold."
So I almost ran out of the building screaming right then and there. But I breathed, talked to someone, and then got the information I needed. I established what phone was on what line, then I went in and swap everything to the way it needed to be, and then dicked around with them for another twenty minutes just determining the Galaxy was activated. It was the whole time, but they drove me crazy trying to get that verified. So then I called the Galaxy, had them stay on the line while they turned off the iPhone the woman was calling me from and turn it back on. Then I called the iPhone and thank heavens it worked.
So there, everything was just the way it was supposed to be, but the lady was still pissed about being on the phone for over an hour. I wasn't happy about it either, but I was at least glad I managed to fix my problem, fix their problem, and get them off the damn phone.
And I head back into work again today:)
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