This started normally. A lady had recieved a shipment that wasn't hers. In fact, she hadn't ordered in a long time. Strangely enough, she was quite helpful, and gave me a detailed list of what the order contained, was willing to take it to a UPS store and ship back one she recieved the labels, and was understanding over the fact that yes, we screwed up. Generally sounded like a decent human being.
Now, when we screw up and the customer is helpful in resolving the issue, we usually send them a gift card. I explain this to the customer and offer her another option. She had expressed interest in one of the sweaters in the order for her dog. I offer to send her the right size for her dog, as well as let her keep on of the toys from the order for the dog. She was thrilled, and that was that. Call ended.
I get in today to find out she had called one of my reps later that night to get an order for free. The rep, who did his job damn well, explained it would need to be approved by a supervisor. So my boss dropped this off with me, since I took care of her the first time around, with a note stating the obvious, no way in hell. Call up and offer her free shipping and no processing on the items, but she would have to pay for the items. The following ensues.
Me: Woke up too late, got in late, not ready for this shit.
SC: Either the Evil Twin of the original caller, or just a money grubbing bitch, not sure.
Me: While we cannot send you an entire order for free, we can offer free shipping and handling on the order. It isn't something we would do normally, but since you have been so helpful, we are willing to offer you this deal as further compensation.
SC: Well I thought it would be nice, since I could have just kept the order.
Me: And we are thankful you did call, hence why we sent you a free sweater and let you keep the toy your dog fancied.
SC: Well I wasn't looking to buy any extra items, I just wanted some compensation for my time.
Me: I do understand, and that is what the sweater and toy are. A gift card would likely not have exceeded that amount by much anyway.
SC: Whatever. *click*
Me:... WTF?
Thats the end of it right? If this crossed your mind then bess you, you still have misguided faith in humanity. She called back 5 times within 2 hours to try and complain about me and weasel out free stuff, claiming the harrasment, poor service, "snooty and shitty reps", and so forth. She got the same supervisor three times in a row, hung up all three in the middle of the conversation. On the fifth time she demanded free stuff, or she was going to hold the order hostage.
So my fellow supervisor tells the customer plain and simple, she is getting nothing from us, that we have a list of what the order contains, and that she is recieving a bill. If she does not pay us she will go to collections. Her account has been cut off, and anything with her name attached is flagged so whenever she calls she is sent straight to the supervisor on duty.
The kicker, she wanted about 25 dollars worth of stuff free, plus maybe the 15 dollars worth of stuff I already gave her. She is now going to be responsible for 400 dollars worth of stuff. SC got screwed.
Now, when we screw up and the customer is helpful in resolving the issue, we usually send them a gift card. I explain this to the customer and offer her another option. She had expressed interest in one of the sweaters in the order for her dog. I offer to send her the right size for her dog, as well as let her keep on of the toys from the order for the dog. She was thrilled, and that was that. Call ended.
I get in today to find out she had called one of my reps later that night to get an order for free. The rep, who did his job damn well, explained it would need to be approved by a supervisor. So my boss dropped this off with me, since I took care of her the first time around, with a note stating the obvious, no way in hell. Call up and offer her free shipping and no processing on the items, but she would have to pay for the items. The following ensues.
Me: Woke up too late, got in late, not ready for this shit.
SC: Either the Evil Twin of the original caller, or just a money grubbing bitch, not sure.
Me: While we cannot send you an entire order for free, we can offer free shipping and handling on the order. It isn't something we would do normally, but since you have been so helpful, we are willing to offer you this deal as further compensation.
SC: Well I thought it would be nice, since I could have just kept the order.
Me: And we are thankful you did call, hence why we sent you a free sweater and let you keep the toy your dog fancied.
SC: Well I wasn't looking to buy any extra items, I just wanted some compensation for my time.
Me: I do understand, and that is what the sweater and toy are. A gift card would likely not have exceeded that amount by much anyway.
SC: Whatever. *click*
Me:... WTF?
Thats the end of it right? If this crossed your mind then bess you, you still have misguided faith in humanity. She called back 5 times within 2 hours to try and complain about me and weasel out free stuff, claiming the harrasment, poor service, "snooty and shitty reps", and so forth. She got the same supervisor three times in a row, hung up all three in the middle of the conversation. On the fifth time she demanded free stuff, or she was going to hold the order hostage.
So my fellow supervisor tells the customer plain and simple, she is getting nothing from us, that we have a list of what the order contains, and that she is recieving a bill. If she does not pay us she will go to collections. Her account has been cut off, and anything with her name attached is flagged so whenever she calls she is sent straight to the supervisor on duty.
The kicker, she wanted about 25 dollars worth of stuff free, plus maybe the 15 dollars worth of stuff I already gave her. She is now going to be responsible for 400 dollars worth of stuff. SC got screwed.
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