That Escalated Quickly

UnFictional

KCRW

Society & Culture

4.4 • 923 Ratings

🗓️ 11 March 2017

⏱️ 29 minutes

🔗️ Recording | iTunes | RSS

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Summary

Life comes at you fast and sometimes – sideways. And, before you know it, things have gone totally off the rails.

Transcript

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0:00.0	From the independent producer project of KCRW, I'm Bob Carlson, and this is unfictional.
0:07.0	I want to cancel my account.
0:09.0	Sorry, can hear that?
0:11.0	This is a phone call that's sort of infamous.
0:14.0	Maybe you've heard it.
0:14.8	So when you use the computer,
0:16.3	that for business reports.
0:18.3	For cool?
0:19.3	I don't want the AOL account anyone.
0:20.9	When we please cancel.
0:22.1	We've all been there. The guy is just trying to cancel his account, but in this case the
0:26.6	customer service rep is taking it personally.
0:29.2	Please, please, I'm not explaining anything to cancel the account.
0:34.3	Well, what's the matter, man?
0:35.8	I'm just trying to help here.
0:37.5	You're not nothing me.
0:38.5	You're helping me.
0:39.3	Yeah, I'm trying to help me.
0:40.8	Listen, I called to cancel the account, helping me would be canceling the account.
0:44.4	Please help me in the solid wood and actually.
0:47.2	And one of the main things a phone center representative is supposed to do is to make the customer comfortable, relaxed. They need to de-escalate what can sometimes be a charged counts. Cancell the account.
1:04.0	Cancell the account.
	...

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