The way it works with our system is that once I get a complaint from a customer (FCC, FTC, BBB, etc), the system automatically sends them a message with my info stating I am working on said complaint.
So many times, before I have even LAID EYES ON THE COMPLAINT, customers get a heads up that I am "working on it".
This means that sometimes they call me before I've even had a chance to research the situation and figure out what we need to do.
This particular SC called me TEN MINUTES after his complaint file popped into my system.
Me: Hello, thank you for calling the <Red Checkmark> executive team, how may I help you?
SC: Are you going to give me my $600?
Me: I'm sorry what?
SC: The money. ARE YOU GOING TO GIVE ME MY MONEY?!
Me: Well, I don't know who you are soooo...
SC: John Doe. MR. JOHN DOE. You should know who I am because I just got this message saying you were working on my file. So am I getting my money or not?
Me: I'm sorry, Mr. Doe, I haven't had a chance to look at your file yet I was wrapping up several other files before I got to yours.
SC: How dare you.
Me: What?
SC: How are you put ANYONE ahead of me!
Me:
Me: Sir, I work multiple complaints a day. I try to get to the new ones as quickly as I can. If you read that alert you got, you might notice it states someone will reach out to you in 24 hours.
SC: Not in my case. This is a priority matter, asshole.
Me: (sighing internally) The language is not necessary. I apologize for your frustration. Let me take a look at your account.
(I go into the guys account and it's a MESS. Problems since April. Notes everywhere, five calls to different supervisors in the last week alone. In other words, this one is going to take me awhile)
Me: Okay, there's a lot going on here. It's going to take me some time to look through all this.
SC: How about you save us both a lot of time and just give me my $600?
Me: Sir, I can't just give you $600 without determining whether or not it's justified. It doesn't work that way.
SC: You have a bad attitude.
Me:
Me: How so?
SC: How so?! Customer service, dude! I'm the CUSTOMER. You are supposed to give me what I want.
Me: You are ONE of my customers, you are not my ONLY customer. I promise I will give you the same attention I give them and do my best to resolve your complaint...after I have time to research your account.
SC: Fine, buddy. Fine. We'll do it your way. But I'm counting the minutes...and I swear to God if you try and blow me off I'll have your job by next week! *CLICK!*
Guess who has been calling back every hour on the hour since? Thank god I have caller ID so I can ignore his sorry ass but give me a break!
I will say the vast majority of my customers are fine with the 24 hour wait. It's just the select few, like this nimrod, who think the world revolves around them and we should drop everything for them.
So many times, before I have even LAID EYES ON THE COMPLAINT, customers get a heads up that I am "working on it".
This means that sometimes they call me before I've even had a chance to research the situation and figure out what we need to do.
This particular SC called me TEN MINUTES after his complaint file popped into my system.
Me: Hello, thank you for calling the <Red Checkmark> executive team, how may I help you?
SC: Are you going to give me my $600?
Me: I'm sorry what?
SC: The money. ARE YOU GOING TO GIVE ME MY MONEY?!
Me: Well, I don't know who you are soooo...
SC: John Doe. MR. JOHN DOE. You should know who I am because I just got this message saying you were working on my file. So am I getting my money or not?
Me: I'm sorry, Mr. Doe, I haven't had a chance to look at your file yet I was wrapping up several other files before I got to yours.
SC: How dare you.
Me: What?
SC: How are you put ANYONE ahead of me!
Me:
Me: Sir, I work multiple complaints a day. I try to get to the new ones as quickly as I can. If you read that alert you got, you might notice it states someone will reach out to you in 24 hours.
SC: Not in my case. This is a priority matter, asshole.
Me: (sighing internally) The language is not necessary. I apologize for your frustration. Let me take a look at your account.
(I go into the guys account and it's a MESS. Problems since April. Notes everywhere, five calls to different supervisors in the last week alone. In other words, this one is going to take me awhile)
Me: Okay, there's a lot going on here. It's going to take me some time to look through all this.
SC: How about you save us both a lot of time and just give me my $600?
Me: Sir, I can't just give you $600 without determining whether or not it's justified. It doesn't work that way.
SC: You have a bad attitude.
Me:
Me: How so?
SC: How so?! Customer service, dude! I'm the CUSTOMER. You are supposed to give me what I want.
Me: You are ONE of my customers, you are not my ONLY customer. I promise I will give you the same attention I give them and do my best to resolve your complaint...after I have time to research your account.
SC: Fine, buddy. Fine. We'll do it your way. But I'm counting the minutes...and I swear to God if you try and blow me off I'll have your job by next week! *CLICK!*
Guess who has been calling back every hour on the hour since? Thank god I have caller ID so I can ignore his sorry ass but give me a break!
I will say the vast majority of my customers are fine with the 24 hour wait. It's just the select few, like this nimrod, who think the world revolves around them and we should drop everything for them.
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