So part of my job is handling enquiries for a driving school.
We had an elderly person who was referred by their doctor for a driving test, and failed said test. Once they fail this test, they get a temporary licence for a couple of months so they can go seek some driving lessons to help brush up on the skills they've fallen short in. They can then retake the test.
So this person went for a drive with one of our instructors. This particular instructor is one of our best instructors. This drive went so well it was suggested maybe it's time to surrender your licence (something I don't think they've ever done before). A friend of the person sat in on the lesson and agreed with the instructor.
Since then, we've been bombarded with calls from various family members demanding we phone little old person to explain what happened in the lesson. We don't normally do this, but given we have the notes from the instructor, we try to call them. They never answer and doesn't have voicemail.
Eventually the elderly person call us back to complain that:
- They wasn't taught anything in the lesson. I explain the purpose of the first lesson.
- We tricked them into taking a test. I reminded them it wasn't a test but a drive to assess shortfalls for them to work on
- They were affected by driving our car. I get driving in a different car can be challenging, but a) the car we have is incredibly smooth and easy to drive, b) we do this for the instructors safety and c) the issues identified in the drive had nothing to do with driving an unfamiliar car
- They didn't agree with the instructors feedback. A friend that accompanied you on the lesson agreed with the instructor.
Then they pulled out this line:
They've had other products with us for years now and therefore we shouldn't provide this feedback to longstanding customers.
After explaining in the most diplomatic way what they have with us doesn't really have anything to do with their driving skills, they're threatening to 'take it further' and lodge a complaint.
Complaint won't really go anywhere except one of our managers repeating what's been said in the notes left by the instructor.
We had an elderly person who was referred by their doctor for a driving test, and failed said test. Once they fail this test, they get a temporary licence for a couple of months so they can go seek some driving lessons to help brush up on the skills they've fallen short in. They can then retake the test.
So this person went for a drive with one of our instructors. This particular instructor is one of our best instructors. This drive went so well it was suggested maybe it's time to surrender your licence (something I don't think they've ever done before). A friend of the person sat in on the lesson and agreed with the instructor.
Since then, we've been bombarded with calls from various family members demanding we phone little old person to explain what happened in the lesson. We don't normally do this, but given we have the notes from the instructor, we try to call them. They never answer and doesn't have voicemail.
Eventually the elderly person call us back to complain that:
- They wasn't taught anything in the lesson. I explain the purpose of the first lesson.
- We tricked them into taking a test. I reminded them it wasn't a test but a drive to assess shortfalls for them to work on
- They were affected by driving our car. I get driving in a different car can be challenging, but a) the car we have is incredibly smooth and easy to drive, b) we do this for the instructors safety and c) the issues identified in the drive had nothing to do with driving an unfamiliar car
- They didn't agree with the instructors feedback. A friend that accompanied you on the lesson agreed with the instructor.
Then they pulled out this line:
They've had other products with us for years now and therefore we shouldn't provide this feedback to longstanding customers.
After explaining in the most diplomatic way what they have with us doesn't really have anything to do with their driving skills, they're threatening to 'take it further' and lodge a complaint.
Complaint won't really go anywhere except one of our managers repeating what's been said in the notes left by the instructor.
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