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This afternoon I got a gal so lazy and hateful at work that she was demanding satisfaction but could provide me with zero information that I needed to help her out yet she berated me for being a horrible customer service rep.
She didn't have her order number. Couldn't remember what telephone number she used when placing the order or if she used which one of her various last names on the order.
She called up and demanded I tell her where her direct ship item was exactly but couldn't tell me any identifying information. I hate these type of orders because she placed it online and she was buying a direct ship item. There's no guaranteed delivery by date on direct ships and most internet orders with problems involve something wrong that the customer lacking any reading comprehension level has done to themselves.
She wouldn't stop screaming and insulting long enough to give me much info for the first ten minutes. Once I got the info out of her that allowed me to get a meta search and find her order I told her what the UPS tracking number was and started to tell her goodbye after informing her that would solve her questions. She starts yelling at me anew, screaming that it was my responsibility to research her UPS order. I sighed, told the idiot that no, it was her responsibility not mine and we'd twice emailed her tracking info and the status but eventually I gave in and ran the number through UPS online tracking system, telling her who signed for it, when it was delivered and what time.
End of complaint right? WRong. She went off on a long rant that she was unsatisfied because it had been delivered after six days, totally ignoring on the website and her email stating that we deliver (for the cheapies that wil not pay express shipping) between 3 to 5 BUSINESS days and it had only been 4 business days at that point. She had issues with all sorts of things, was unhappy with the costs, with you-name-it. I tried to take a complaint form for customer service, listened to a torrent of her abuse before starting to say goodbye when she said I was "The worst freaking customer service agent of all time and I'm gonna see you fired!!!!!"
I stopped and pointed out to her I was a senior sales agent, not customer service and pointed out that I'd gone WELL beyond my job description by not just taking a delivery confirmation request to customer service and hanging up on her but by a) researching her order when she had NO information, b) giving her the tracking number yet again, c) looking up the tracking number at UPS instead of insisting that she do it and d) document all the things she was unhappy about her order,.
At this point I was somewhat stern with her and she started demanding to talk to a supervisor, manager, owner, whatever and I refused to allow that. She started screaming we screwed the whole thing up by delivering to the wrong damn trailer in the trailer park and she didn't know why we would do that considering UPS delivers just fine in h er trailer park.
By then I'm rolling my eyes and thinking she sounds just like she stepped out of the trailer park and onto the Jerry Springer Show (and this isn't a slam against manufactured housing, I once lived in one..but against a certain subculture that seems to be rife in trailer parks) and she's screaming even more about her kosher treats gift box.
Finally I tell her I cannot help her any further and snarl "Have a wonderfully nice day" in a voice so syrupy falsely sweet hostile I might have been uttering, "I hope Willy Wonka molests you up the pooper with a f*cking foot long Everlasting Gobstopper."
Sweet sonny boy savior, I need a new job....
She didn't have her order number. Couldn't remember what telephone number she used when placing the order or if she used which one of her various last names on the order.
She called up and demanded I tell her where her direct ship item was exactly but couldn't tell me any identifying information. I hate these type of orders because she placed it online and she was buying a direct ship item. There's no guaranteed delivery by date on direct ships and most internet orders with problems involve something wrong that the customer lacking any reading comprehension level has done to themselves.
She wouldn't stop screaming and insulting long enough to give me much info for the first ten minutes. Once I got the info out of her that allowed me to get a meta search and find her order I told her what the UPS tracking number was and started to tell her goodbye after informing her that would solve her questions. She starts yelling at me anew, screaming that it was my responsibility to research her UPS order. I sighed, told the idiot that no, it was her responsibility not mine and we'd twice emailed her tracking info and the status but eventually I gave in and ran the number through UPS online tracking system, telling her who signed for it, when it was delivered and what time.
End of complaint right? WRong. She went off on a long rant that she was unsatisfied because it had been delivered after six days, totally ignoring on the website and her email stating that we deliver (for the cheapies that wil not pay express shipping) between 3 to 5 BUSINESS days and it had only been 4 business days at that point. She had issues with all sorts of things, was unhappy with the costs, with you-name-it. I tried to take a complaint form for customer service, listened to a torrent of her abuse before starting to say goodbye when she said I was "The worst freaking customer service agent of all time and I'm gonna see you fired!!!!!"
I stopped and pointed out to her I was a senior sales agent, not customer service and pointed out that I'd gone WELL beyond my job description by not just taking a delivery confirmation request to customer service and hanging up on her but by a) researching her order when she had NO information, b) giving her the tracking number yet again, c) looking up the tracking number at UPS instead of insisting that she do it and d) document all the things she was unhappy about her order,.
At this point I was somewhat stern with her and she started demanding to talk to a supervisor, manager, owner, whatever and I refused to allow that. She started screaming we screwed the whole thing up by delivering to the wrong damn trailer in the trailer park and she didn't know why we would do that considering UPS delivers just fine in h er trailer park.
By then I'm rolling my eyes and thinking she sounds just like she stepped out of the trailer park and onto the Jerry Springer Show (and this isn't a slam against manufactured housing, I once lived in one..but against a certain subculture that seems to be rife in trailer parks) and she's screaming even more about her kosher treats gift box.
Finally I tell her I cannot help her any further and snarl "Have a wonderfully nice day" in a voice so syrupy falsely sweet hostile I might have been uttering, "I hope Willy Wonka molests you up the pooper with a f*cking foot long Everlasting Gobstopper."
Sweet sonny boy savior, I need a new job....
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