LOOK: Call Center Agent Shares Touching Conversation with a Customer

Whoever said being a call center agent is easy is severely mistaken. Aside from the long hours, having to deal with all kinds of people on a daily basis requires a lot of heart and patience. And while agents often encounter irate customers, there will come a call that would truly count as “memorable”.

Netizen Leodee De Castro, through the Facebook Page “Buhay Call Center Agent”, shares this transcript of a call:

The post reads:

(The customer is an elderly gentleman.)

CSR: “Thank you for calling [Company]. My name is [My Name]. How can I help you?”

Caller: “Hi, yes, I am trying to access my voicemail, but I don’t remember my PIN.”

CSR: “Oh, that’s all right. Let’s get your account pulled up and we will see if we can update your PIN.”

(We get the account pulled up and I change his PIN for him. I always make sure things are working before I let my customers go.)

CSR: “All right, if you would like to go ahead and call your voicemail and make sure the PIN works?”

(The customer does so and the line goes quiet for a few moments. When the customer finally speaks up, he is much quieter than before.)

Customer: “Thank you so much. My wife left me a voicemail to pick up some groceries a few months ago. She passed away last month. I just wanted to hear her voice one more time.”

CSR: *sadly speechless*

Although, the original poster did not clarify if he experienced the call himself, I think we could all agree this is some tear-jerking stuff right here. Dang ninjas cutting onions.

Have you had a similar experience?