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Here's one aspect of SC behavior I haven't hit on too much but that I'm starting to see more and more. It blows my mind how sometimes I'll offer the customer something REALLY good (sometimes even better than what another manager would) and they say no, often with little or no hesitation...
You'll have to do better than that
We did a factory reset on this customers phone and apparently the genius coworker of mine that helped her with it did NOT make sure all the information was properly backed up before erasing the device. The customer is understandably extremely pissed that all her photos, videos and a good chunk of her contacts are missing.
She's been with us 15 years and is even flagged in the system as a VERY high value customer. The reason she demanded to speak to me was because the prior rep offered her a $30 credit for our error (that being the max they are allowed to offer without manager approval) and she was so insulted by that so now here we are.
I look at her account history and she hasn't had a single credit since 2012. She's also going on at length about how important some of those photos and files were that she lost. Her bill runs about a $150 a month so I very graciously decide to up by a factor of 10 the previous offer and provide a $300 credit for two months of free service.
IMMEDIATELY, she responds with the story title. Taken a little aback, I ask her how much she is looking for.
SC: Well for one I work for a VERY well known law firm and our per hour rate is substantial. I'd venture a guess I probably make more in a month than you do in a year but even aside from that I have lost some VERY valuable photos and documents that could affect the outcome of some of our cases. This could potentially turn into tens of thousands of dollars in losses for us.
Me: I realize this is a very difficult situation. Did you have a particular number in mind?
SC: It's hard to say for sure because I don't know how these cases will turn out and what we'll end up owing but if it's not at LEAST $20 000 then we have a very serious problem.
Me: *record scratch* Did you say twenty THOUSAND??
SC: Yes, I know you're probably not used to dealing with such big numbers on a regular basis but that is the reality of this situation.
Me: So you think we should put a $20 000 credit on your account?
SC: I actually think it should be more, but I might be willing to settle on that.
Me: Again, I apologize for the mistakes we made and the loss of data but I would have to get ahold of one of our executive Vice Presidents to approve a credit that large and I highly doubt he'd do it.
SC: And why is that?
Me: Because typically a credit that large isn't realistic in a situation like this.
SC: *laughing* You really have no idea what's going on here do you? I wasn't kidding when I said this loss of information could lose us tens of thousands of dollars if not more. I WILL be made whole by this. Either you find a way to get that credit on there or I will happily engage my coworkers to go after your company in court.
Me: If you choose to pursue legal action against us that is your choice but I can about guarantee you no one in the company will approve the $20 000.
SC: Fine have it your way but when I win, and make no mistake I WILL win, I will take your company for a LOT more than $20 000! *CLICK*
Is that all?
This guy admittedly had a rough time. He got a phone on a certain promotion but we didn't get the promotion set up properly on his account. In addition the store rep who set him accidentally activated two of the devices on the wrong lines. On top of that, there was a service outage in his area for about a half a day. Needless to say he's spent a LOT of time on the phone with <red checkmark> and is looking for some, as he put it, "consideration".
I try to be understanding and flexible when it comes to new customers. Some managers won't credit them ANYTHING because they're new and no track record with us means no extras. I tend to look at it as early goodwill goes a long way to creating long term customers.
I told my rep to offer the guy $100, guy said no and then asked for a manager.
SC: I've had to take three days off work, spend hours on the phone with you people and had several days with partial or no service because of errors that are no fault of my own, I am THIS close to going back to Death Star wireless.
Me: I apologize again for the issues, I know it's made for an awful first month. But I tell you what, I'll double the credit to $200.
SC: That still feels a bit inadequate to me, I mean all the time and gas and energy I've spent on this I feel is worth a bit more than $200.
Me:
Me: Okay, let me see if there's anything else I can do. (at this point I put him on hold and just chill out at my desk, making him *think* I am actually doing stuff when really I'm just killing time).
Me: Okay, than you for your patience I just had to speak with another manager to get this approved. I see based on your account setup that your monthly bill will be about $325.
SC: That's right.
Me: Great. So what we can do is go ahead and waive your first month of service costs due to the issues you've had.
SC: *sigh* That's all you can do?
Me: (thinking) All I can do?? DUDE, I'm telling you I can make your first bill go away completely! What more do you want??
Me: Well if I may say, I think a waiver of entire bill is a pretty good deal but yes, that's the best I can do.
SC: Okay, I guess I need to speak to your manager then because I am still not happy with that.
Me: I'm sorry we weren't able to work this out. Please hold one moment.
He then proceeded to try and get my manager to credit him $500. When told no, he tried for $400. When told no again, he said he'd just go back to Death Star.
The screaming eagle
This woman had been through three Galaxy S6 devies, each with different problems. She was demanding a different kind of phone because she couldn't put up with the "pieces of garbage" anymore. Nevermind she was probably doing something to these phones to cause the problems, but I digress.
So after spending a few minutes being EXTREMELY condescending to my rep she asks to talk to me....
Me: What can I do for you today?
SC: YOU SHOULD KNOW THAT!
Me: Well, my understanding is you are unhappy with the S6 and would like a different kind of phone.
SC: NO.
Me: I apologize, did I miss something?
SC: You said I'm unhappy. I am not unhappy I am FREAKING FURIOUS!!! I HATE THIS THING and YES, I WANT A DIFFERENT PHONE!!
Me: Calm down ma'am, I understand this is a frustrating situation but I am committed to getting it taken care of. Let me see what I can offer you here.
SC: You better make it good!
[...]
Me: Okay, I can offer you a choice of an LG G5, an HTC 10 or a Droid Turbo 2
SC: Are those all Androids?
Me: Yes they are.
SC: NO! I'm done with Android, these things are CRAP! I want an iPhone!
Me: I apologize but Apple price controls prevent me from discounting or sending out a free iphone so that won't be possible.
SC: THEN MAKE IT POSSIBLE!
Me:
Me: I just said it's not. The system has no option in there for me to do it. It's not allowed.
SC: Why are you making this so difficult. I WANT AN IPHONE!
Me: Then you'll have to pay for one.
SC: SCREW YOU! GET ME YOUR MANAGER!
Me: Please hold a moment.
My manager didn't make her any different offers than I did. She continued to turn them all down, cussed him out and said she'd go to D Mobile.
Short and stupid
Guy had a tablet that stopped working. We don't do tablet warranties, they go through the manufacturer. He didn't want to wait the week to ten days that process takes and demanded I take of it for him now. He's another one of our "High value" customers and the tablet he has is not that expensive and this is my last call of the week so I very graciously offer to send him a brand new replacement at no cost.
He immediately launched into a TIRADE about how much he hated the <red checkmark> rep in the store who sold him the tablet and how he didn't like the size and didn't like the color and the battery life has gone to crap.
Bottom line: He wanted me to send him a tablet that cost twice as much.
Ummm.... NO.
I told him (nicely but firmly) that this IS the offer and he can either take it or leave it.
He then told me to fuck off and hung up.
After dealing with people like this I really wish I had the power to remove that "high value" customer flag from some of these accounts.
You'll have to do better than that
We did a factory reset on this customers phone and apparently the genius coworker of mine that helped her with it did NOT make sure all the information was properly backed up before erasing the device. The customer is understandably extremely pissed that all her photos, videos and a good chunk of her contacts are missing.
She's been with us 15 years and is even flagged in the system as a VERY high value customer. The reason she demanded to speak to me was because the prior rep offered her a $30 credit for our error (that being the max they are allowed to offer without manager approval) and she was so insulted by that so now here we are.
I look at her account history and she hasn't had a single credit since 2012. She's also going on at length about how important some of those photos and files were that she lost. Her bill runs about a $150 a month so I very graciously decide to up by a factor of 10 the previous offer and provide a $300 credit for two months of free service.
IMMEDIATELY, she responds with the story title. Taken a little aback, I ask her how much she is looking for.
SC: Well for one I work for a VERY well known law firm and our per hour rate is substantial. I'd venture a guess I probably make more in a month than you do in a year but even aside from that I have lost some VERY valuable photos and documents that could affect the outcome of some of our cases. This could potentially turn into tens of thousands of dollars in losses for us.
Me: I realize this is a very difficult situation. Did you have a particular number in mind?
SC: It's hard to say for sure because I don't know how these cases will turn out and what we'll end up owing but if it's not at LEAST $20 000 then we have a very serious problem.
Me: *record scratch* Did you say twenty THOUSAND??
SC: Yes, I know you're probably not used to dealing with such big numbers on a regular basis but that is the reality of this situation.
Me: So you think we should put a $20 000 credit on your account?
SC: I actually think it should be more, but I might be willing to settle on that.
Me: Again, I apologize for the mistakes we made and the loss of data but I would have to get ahold of one of our executive Vice Presidents to approve a credit that large and I highly doubt he'd do it.
SC: And why is that?
Me: Because typically a credit that large isn't realistic in a situation like this.
SC: *laughing* You really have no idea what's going on here do you? I wasn't kidding when I said this loss of information could lose us tens of thousands of dollars if not more. I WILL be made whole by this. Either you find a way to get that credit on there or I will happily engage my coworkers to go after your company in court.
Me: If you choose to pursue legal action against us that is your choice but I can about guarantee you no one in the company will approve the $20 000.
SC: Fine have it your way but when I win, and make no mistake I WILL win, I will take your company for a LOT more than $20 000! *CLICK*
Is that all?
This guy admittedly had a rough time. He got a phone on a certain promotion but we didn't get the promotion set up properly on his account. In addition the store rep who set him accidentally activated two of the devices on the wrong lines. On top of that, there was a service outage in his area for about a half a day. Needless to say he's spent a LOT of time on the phone with <red checkmark> and is looking for some, as he put it, "consideration".
I try to be understanding and flexible when it comes to new customers. Some managers won't credit them ANYTHING because they're new and no track record with us means no extras. I tend to look at it as early goodwill goes a long way to creating long term customers.
I told my rep to offer the guy $100, guy said no and then asked for a manager.
SC: I've had to take three days off work, spend hours on the phone with you people and had several days with partial or no service because of errors that are no fault of my own, I am THIS close to going back to Death Star wireless.
Me: I apologize again for the issues, I know it's made for an awful first month. But I tell you what, I'll double the credit to $200.
SC: That still feels a bit inadequate to me, I mean all the time and gas and energy I've spent on this I feel is worth a bit more than $200.
Me:
Me: Okay, let me see if there's anything else I can do. (at this point I put him on hold and just chill out at my desk, making him *think* I am actually doing stuff when really I'm just killing time).
Me: Okay, than you for your patience I just had to speak with another manager to get this approved. I see based on your account setup that your monthly bill will be about $325.
SC: That's right.
Me: Great. So what we can do is go ahead and waive your first month of service costs due to the issues you've had.
SC: *sigh* That's all you can do?
Me: (thinking) All I can do?? DUDE, I'm telling you I can make your first bill go away completely! What more do you want??
Me: Well if I may say, I think a waiver of entire bill is a pretty good deal but yes, that's the best I can do.
SC: Okay, I guess I need to speak to your manager then because I am still not happy with that.
Me: I'm sorry we weren't able to work this out. Please hold one moment.
He then proceeded to try and get my manager to credit him $500. When told no, he tried for $400. When told no again, he said he'd just go back to Death Star.
The screaming eagle
This woman had been through three Galaxy S6 devies, each with different problems. She was demanding a different kind of phone because she couldn't put up with the "pieces of garbage" anymore. Nevermind she was probably doing something to these phones to cause the problems, but I digress.
So after spending a few minutes being EXTREMELY condescending to my rep she asks to talk to me....
Me: What can I do for you today?
SC: YOU SHOULD KNOW THAT!
Me: Well, my understanding is you are unhappy with the S6 and would like a different kind of phone.
SC: NO.
Me: I apologize, did I miss something?
SC: You said I'm unhappy. I am not unhappy I am FREAKING FURIOUS!!! I HATE THIS THING and YES, I WANT A DIFFERENT PHONE!!
Me: Calm down ma'am, I understand this is a frustrating situation but I am committed to getting it taken care of. Let me see what I can offer you here.
SC: You better make it good!
[...]
Me: Okay, I can offer you a choice of an LG G5, an HTC 10 or a Droid Turbo 2
SC: Are those all Androids?
Me: Yes they are.
SC: NO! I'm done with Android, these things are CRAP! I want an iPhone!
Me: I apologize but Apple price controls prevent me from discounting or sending out a free iphone so that won't be possible.
SC: THEN MAKE IT POSSIBLE!
Me:
Me: I just said it's not. The system has no option in there for me to do it. It's not allowed.
SC: Why are you making this so difficult. I WANT AN IPHONE!
Me: Then you'll have to pay for one.
SC: SCREW YOU! GET ME YOUR MANAGER!
Me: Please hold a moment.
My manager didn't make her any different offers than I did. She continued to turn them all down, cussed him out and said she'd go to D Mobile.
Short and stupid
Guy had a tablet that stopped working. We don't do tablet warranties, they go through the manufacturer. He didn't want to wait the week to ten days that process takes and demanded I take of it for him now. He's another one of our "High value" customers and the tablet he has is not that expensive and this is my last call of the week so I very graciously offer to send him a brand new replacement at no cost.
He immediately launched into a TIRADE about how much he hated the <red checkmark> rep in the store who sold him the tablet and how he didn't like the size and didn't like the color and the battery life has gone to crap.
Bottom line: He wanted me to send him a tablet that cost twice as much.
Ummm.... NO.
I told him (nicely but firmly) that this IS the offer and he can either take it or leave it.
He then told me to fuck off and hung up.
After dealing with people like this I really wish I had the power to remove that "high value" customer flag from some of these accounts.
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