So, a lot of times, I will have angry customers coming up to me and demanding random information out of the blue. I am, of course, the last person they see on the way out, so that makes me the last line of defense. Usually the requests are to speak to a manager, after they have already spoken to one, but didn't like the answer they got. So, they want the name and number of a manager higher than them. Not going to do it.
Today was such a day. A couple comes up and demands the name and number of our General Manager. I ask why such information is required. They proceed to tell me their life story, but in summation: Someone in the service department "told them" that if their computer didn't get fixed in 2 weeks, we would just give them a free one. That is not our company policy, nor any company that is still profitable in any sector of the market. That is idiocy. Of course, the person who told them this wasn't here today (or perhaps doesn't even exist?), and nobody in the service department would appease them. Service department calls the store manager (one step below General Manager). She calls them out and says stop whining and wait for your computer, you're not getting a free one. They insist they were offered a free one. She says "Fine - come back tomorrow and speak to our Service Manager" (one step below Store Manager, but the person they should have spoken to to begin with).
Then they come to me. I tell them that I can't help them any more than the store manager already has. They start badmouthing her, right as she starts walking up to my desk. She calmly walks up, smiles, listens to more badmouthing, and says "There is the door." *points*
They say a few more idiotic things.
"Once again, that's the door. See ya."
Finally, a manager with a spine!
Today was such a day. A couple comes up and demands the name and number of our General Manager. I ask why such information is required. They proceed to tell me their life story, but in summation: Someone in the service department "told them" that if their computer didn't get fixed in 2 weeks, we would just give them a free one. That is not our company policy, nor any company that is still profitable in any sector of the market. That is idiocy. Of course, the person who told them this wasn't here today (or perhaps doesn't even exist?), and nobody in the service department would appease them. Service department calls the store manager (one step below General Manager). She calls them out and says stop whining and wait for your computer, you're not getting a free one. They insist they were offered a free one. She says "Fine - come back tomorrow and speak to our Service Manager" (one step below Store Manager, but the person they should have spoken to to begin with).
Then they come to me. I tell them that I can't help them any more than the store manager already has. They start badmouthing her, right as she starts walking up to my desk. She calmly walks up, smiles, listens to more badmouthing, and says "There is the door." *points*
They say a few more idiotic things.
"Once again, that's the door. See ya."
Finally, a manager with a spine!
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