|
|
| *Ostroff, Fair and Company>>>Marketing & Sales |
Customer Service Question.......?? Do you think i did the right thing? I do, but do you? |
While at work i had a customer call up about their account. The Lady said that she had tried to locate a particular store in our district...as they were receiving calls saying that they were charged for (certain items we carry) being late and past the return date. My 1 boss talked to them 1st. They called back and i spoke to the woman. Then she puts her A*hole husband/BF on the phone who wouldn't listen to anything i told him. We couldnt look up the info they wanted in the system as we don't have it. I had a list of stores in front of me but none matched the intersection that they were speaking of. I started to suggest stores and he said "i'm not going to call like 50 (name of our store) stores. He refused to give me the name on his account so that i could check it. Even so I couldnt pull it ip in the computer if he had never been in our particular store. Its not in our database (he said he hadnt). So i told him to call corporate and inform them of what he had told me (wait 4 details) When dealing with the public you will find that many of them are complete a-holes. Pure and simple. You follow company procedure, your boss was listening and agreed with how you handled the call. You're fine. Sadly, some people have some issues with their lives and they want to take it out on someone like you. He knows you can't just tell him to go screw himself, so you have to take his crap. Who knows what's going on in his life that makes him such a loser. But just think of these confrontations as a game. Whenever I worked with the public in this manner, I always made it my goal to be so nice, they would eventually apologize for being a-holes. Now some a-holes are such a-holes, they will never see the error of their ways. But if you are professional and kind, many people will back down and start to feel guilty about what they are doing. If you are calm and professional, it's amazing how often you can make them back down, without being rude, unprofessional, or even asking them to back down. In any case, forget about it and move on. Consider that this loser is just a pathetic individual, and don't waste any more time thinking about it. Yeah... u did!! I think that was just that the guy was an arsehole, and was an inconsiderate piece of trash!! i think you did the best you could of. man, he sounded like a really *troubled* customer. as long as you didnt yell at him, call him names or give him sarcasm you did well. don't take it persoanlly, cos you have to keep in mind he wasnt really yelling at you, but rather the company's comp system. so yeah you did well. at least now you can say you've had experience with that before Yeah ,it sounds like you did all you could to try and help the situation. You were totally right the guy was a douche! I have been there many times. Sometimes you just have to cut your losses. This customer probley wasn't worth the trouble he caused everyone he came in contact with. I know you were angry when you wrote this, however, I believe that there were many things within this problem that could have been handled differently and more effectively. You are, after all, in Customer Service and the job of anyone on the front lines is to help the customer as best they can. It's quite obvious there was some legitmate confusion on their part as to the items they were billed for. If they were billed I'll have to assume they have an account number of some kind. If your store does not have the proper software installed that would enable you to look up a simple account number to supply them with the information they required, what good is customer service to them? Customers come in all shapes, sizes and mindsets. Some are ready to do battle at the drop of a hat! It is up to the customer service agent to diffuse the situation or hand it over to a supervisor when it gets ugly and the agent can no longer put up with the abusive nature of a customer. You mentioned that the man had wanted yours and the other person's full name. It is perfectly within his rights to ask that, however, although one need not give their last name they must, at the very least, give an employee number or some type of identifying information. The entire situation was out of hand and whomever it was that was listening to you trying to talk some kind of sense to these people should have taken it off your shoulders especially when they knew you couldn't help them. That's your supervisor's job and they didn't do it. They simply let you hang there and it's a good thing you didn't hang yourself during this episode. Customer service is a strange animal and as many senseless people as are out there on one end of the telephone, there are at least as many on the other end! |
| Tags |
| Corporations Other - Careers & Employment Technology Marketing & Sales Law & Legal Health Care Government & Non-Profit Food Service Financial Services |
Finance Categories--Copyright/IP Policy--Contact Webmaster |