ugh i just got screamed at

[VickiLynn84]

I work in Customer Service for Blue Cross Blue Shield. I just had a lady call in and literally scream at me for a half hour because we denied her pre authorization for infertility. We denied it because it wasn't that she was infertile due to a condition, but because she had her tubes tied 7 years ago. and now she wants invitro fertilization...her plan will cover it, but not if shes had her tubes tied electively. I feel for her really, but then again getting your tubes tied is not a decision you make lightly, but now i have a headache :( Sometimes I hate my job.

Just needed to vent!

[horse345]

I'm sorry. :(

Go take a hot bath and relax!

Maybe eat some chocolate to fix that headache! :)

[dylansmom011908]

Oh i'm sorry hun... I can empathize.. i work for customer service at Independent health and believe me..i've had my share of "fun" customers!

I mean.. c'mon.. you tie your tubes then want your insurance to "fix" the decision you made? Some ppl are great!

Hope you have a better day tomorrow. :)

[VickiLynn84]

I'm sorry. :(

Go take a hot bath and relax!

Maybe eat some chocolate to fix that headache! :)

actually that sounds like a really good idea. a nice bubble bath and a reeses cup just might do the trick heehe

[WebLady]

I hate it when people want to yell at you for something that you have no control over ... it is not like you make the rules over there :snide:

I really try not to get upset with the CS people when I am upset over something that is not really about them.

Sorry you had to deal with that ... leave work at work and try not to let it get to you.

[Gertie]

I really feel for you!

I've worked in customer service before and I know how one really bad customer can make your day suck. Sometimes humor or empathy can derail them, but there is always that one.

Here is a great big internet huggle for ya! -*huggles*-

[scarymary48]

Aw, that sucks! Some people just cannot take responsibility for their own actions, can they? Eat your chocolate and smile, you'll have a better day tomorrow :D

[Docsgirl]

I'm sorry you had a bad day! :hug: I used to work in customer service as well for a very well known cable company. One thing I used to do is put my phone on mute and giggle through their yelling. Once they were done with their little rant, I'd unmute the phone and still be in a good mood. :) I even had one guy tell me to jump off of a building because I told him we couldn't turn his cable back on until he paid his bill that was 3 months past due. I just smiled and said "Okay, sir. Will do." One of the first things they taught us was to not take the calls personally because there are some very rude people out there that think yelling is going to get them whatever they want....however that's never the case as there are policies and rules to follow.

Don't let it get to ya hun. It's not your fault and she's knows that, she just needed someone to yell at for making a big decision and then changing her mind....and it's really not easy to yell at yourself. Although I am sorry she took it out on you! That's never fun when someone takes their anger and frustrations out on you, unfortunately it happens a lot in the customer service field.

[Jacklynn]

I hate getting yelled at, it really makes a day go down the drain!

My mom also works for BCBS. She is a Supervisor at BCBS- IL She doesn't deal with people on the phones anymore, but she does deal with a lot of workers who are pains... I'm sure you have to deal with that on top of the phone calls :(

[igurbisz]

that sucks, I hate getting yelled at for something that is out of your control.

[Nekochanpurr]

That really stinks! I hope you feel better now. :( It really sucks to get yelled at over something you have no control over!

[VickiLynn84]

And then there are people like this guy that make this job worth it. I had a guy email my supervisor and this is what he said:

Hello Ms. Gray,
I am an Anthem customer and wanted to let you know of the outstanding service I received from your rep, Vickie. I have lost my job and needed to switch to COBRA. In so doing, my group number had changed unbeknownst to me and I was in danger of having to come up with substantial amounts of money just to keep my prescriptions going.
Vickie helped me by contacting the COBRA rep and explaining the situation on Tuesday. She called me (!) on Wednesday to tell me she hadn't heard back yet but was still on top of it, and then Thursday called to let me know my new group number and told me to use this the next time I go to have a prescription filled or to visit the doctor.
I find this level of service to be highly exceptional. Vickie has helped my family immensely and I think that Anthem and customers like me are blessed to have her in your ranks.
Terrence Young
Needham, Mass.

[Nekochanpurr]

Thats so freaking awesome!! *^^* How nice of them!

[Karyanne20]

I totally understand your frustration! I work in overdraft collections and I swear people cannot take responsibility for their own actions. It is rare for me to see a case where people are being treated unfairly and it makes me so mad that people think that it is the banks fault when they overspend! I could go on for hours!!