Thomas the Tank Engine Posted February 5, 2015 Share Posted February 5, 2015 MONTREAL - A Bell Canada client who gave a mediocre service rating to a call-centre agent was called a "slut" and a "bitch" in a vicious e-mail. "It's completely outrageous," Leticia Chartier, 21, told QMI Agency. On Jan. 23, Chartier was using Bell's chat service to ask why her television and Internet bill had increased from $72 to $105. The employee, who Chartier identified as Mohamed Boutallaka, said a promotion had expired and suggested she contact a different department. Chartier was about to end the conversation when the agent begged her not to give him a bad grade on an upcoming survey. "I hadn't received poor service, but he couldn't help me either," Chartier said. "So I said I received 'pretty good' service, but I took the trouble to specify in the comments that it wasn't the agent's fault." A few minutes later, the student found a message in her inbox. "You're a bitch leticia and a real slut," read the e-mail, which Chartier provided to QMI Agency. Chartier immediately complained to Bell Canada but said the company isn't taking her seriously. "The supervisor who I spoke to on the phone apologized, but she never called me back to follow up." Chartier did some research on Facebook and found out Boutallaka works out of Bell's office in Morocco. "It reassured me a bit," Chartier said. "At least I know he won't come to my place." A Bell Canada spokesman told QMI Agency the company has opened an internal investigation and that the agent in question could be fired. http://www.torontosun.com/2015/02/04/bell-canada-agent-calls-customer-slut-in-e-mail Link to comment Share on other sites More sharing options...
Intersect Posted February 5, 2015 Share Posted February 5, 2015 MONTREAL - A Bell Canada client who gave a mediocre service rating to a call-centre agent was called a "slut" and a "bitch" in a vicious e-mail. "It's completely outrageous," Leticia Chartier, 21, told QMI Agency. On Jan. 23, Chartier was using Bell's chat service to ask why her television and Internet bill had increased from $72 to $105. The employee, who Chartier identified as Mohamed Boutallaka, said a promotion had expired and suggested she contact a different department. Chartier was about to end the conversation when the agent begged her not to give him a bad grade on an upcoming survey. "I hadn't received poor service, but he couldn't help me either," Chartier said. "So I said I received 'pretty good' service, but I took the trouble to specify in the comments that it wasn't the agent's fault." A few minutes later, the student found a message in her inbox. "You're a bitch leticia and a real slut," read the e-mail, which Chartier provided to QMI Agency. Chartier immediately complained to Bell Canada but said the company isn't taking her seriously. "The supervisor who I spoke to on the phone apologized, but she never called me back to follow up." Chartier did some research on Facebook and found out Boutallaka works out of Bell's office in Morocco. "It reassured me a bit," Chartier said. "At least I know he won't come to my place." A Bell Canada spokesman told QMI Agency the company has opened an internal investigation and that the agent in question could be fired. http://www.torontosun.com/2015/02/04/bell-canada-agent-calls-customer-slut-in-e-mail the agent in question should be fired on the spot, I hope he never gets to work in customer services again! +Matthew S., margrave and +E.Worm Jimmy 3 Share Link to comment Share on other sites More sharing options...
TechJunkie81 Posted February 5, 2015 Share Posted February 5, 2015 Last week we had A-hole Brown on the Comcast bill and now this. Life is becoming horriffically comical. Link to comment Share on other sites More sharing options...
Elliot B. Posted February 5, 2015 Share Posted February 5, 2015 You can't fully blame the companies in question, although surely they could set a filter to not allow e-mails containing swearing to go out! Link to comment Share on other sites More sharing options...
+Matthew S. Subscriber² Posted February 5, 2015 Subscriber² Share Posted February 5, 2015 Speaking of swearing, why hasn't neowin's profanity filter censored this article? Link to comment Share on other sites More sharing options...
spacer Posted February 5, 2015 Share Posted February 5, 2015 I think that guy should lose his job. There is no excuse for his behavior. Especially considering she didn't condemn him in her survey. I think he probably got bad grades on previous customer surveys and this was his last chance. What a putz. Speaking of swearing, why hasn't neowin's profanity filter censored this article? Because "bitch" and "slut" aren't swears? xendrome and +E.Worm Jimmy 2 Share Link to comment Share on other sites More sharing options...
Dick Montage Posted February 5, 2015 Share Posted February 5, 2015 You can't fully blame the companies in question, although surely they could set a filter to not allow e-mails containing swearing to go out! Of course you can. They are representatives of said company. Link to comment Share on other sites More sharing options...
Elliot B. Posted February 5, 2015 Share Posted February 5, 2015 Of course you can. They are representatives of said company. They can train to an excellent standard, doesn't mean staff members (who are trusted when it comes to e-mailing customers on behalf of the company) don't sometimes act like ######. Supervisors/managers can't check every single e-mail. Link to comment Share on other sites More sharing options...
Dick Montage Posted February 5, 2015 Share Posted February 5, 2015 They can train to an excellent standard, doesn't mean staff members (who are trusted when it comes to e-mailing customers on behalf of the company) don't sometimes act like ######. Then they shouldn't be put in a position where they can email customers directly. I agree they cannot manage every single email - but they SHOULD (in an ideal world) be able to. As such, they take the responsibility of this as a risk - thus they are responsible. Link to comment Share on other sites More sharing options...
Mr. Gibs Posted February 7, 2015 Share Posted February 7, 2015 Wait. Why are customer service reps able to immediately see the scores that a customer gives them? Shouldn't those be anonymous and only one given to supervisors and managers to prevent situations like this from happening? Tha Bloo Monkee and +E.Worm Jimmy 2 Share Link to comment Share on other sites More sharing options...
Tha Bloo Monkee Posted February 7, 2015 Share Posted February 7, 2015 If he was "begging" her to not give a bad grade in the survey, he may have already been close to getting canned and had nothing to lose anyways. +E.Worm Jimmy 1 Share Link to comment Share on other sites More sharing options...
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