Four Letter Words and Coffee

[freeatlast]

When I worked in the Call Center from hell, we were REQUIRED to give 3 warnings before disconnecting a call. I got written up once for only giving 2 warnings and not interrupting the caller's tirade of "fuck you bitch, fuck you bitch, fuck you bitch..." to give the 3rd warning before disconnecting the call. And I am positive that that call was part of the reason that I was targeted for downsizing last December.

[elysia]

If a cust. swears at me, etc, they get 1 warning. After that I hang up.

Thats very graceful of you. I'm afraid I'm too jaded for all that. If they say something even mildly insulting to me personally, I hang up. I dont get paid to be talked to that way and I dont get paid to teach idiots manners they should have picked up in kindergarten.

[blackmars0]

If a cust. swears at me, etc, they get 1 warning. After that I hang up.

You'd give them a warning?

You've got more patience than most, I think.

[CrazedClerkthe2nd]

I would have told her I could cancel the order (i.e. tell the guy on the truck to NOT deliver it) but she wouldn't see a penny of refund.

As I see it, the company already fulfilled their end of the transaction and if the customer now wants to change her mind she'll have to eat the money she already spent.

[Samaliel]

The thing I find most amusing is that I have a friend who goes by the screen name of Funeral Bitch. But she's one of the most polite, if quite blunt, persons I know. I pity the fool who pisses her off, because they'd get such an earful they'd wish they had broken their legs and were going to die in a fire.

Back on topic : what parts of "the flowers you ordered are already on their way, so I can't change your order" didn't she understand ? It's like calling Pizza Hut, order a large anchovy pizza, then call back when the driver is on his way, and try to order a medium pepperoni. Bonus points if they expect to get it at the time quoted for the first order.

[Smart_Aussie12]

I also go with the "hang up on the bitch" campaign. At my work, it depends on two things: 1) how busy we are 2) my general mood. If I'm in a shitty mood, there is no way I will deal with your crap. If I'm in an OK mood, I will give you 1 warning and if we're quiet, I'll also have my supervisor on standby.

[bainsidhe]

I'd like to point out that banning her might not be much of a threat. Most people I know don't order arrangements unless it's for a very special occasion (I've ordered twice-the birth of my niece and for a funeral). I'm guessing they'd rather keep my money than ban me from future "potential" business that I may or may not give them.

Besides, a small "inexpensive" flower arrangement I had delivered still set me back around $60.00. I imagine most funeral arrangements cost a good deal more, which means the OP's business would be out a good deal of money for something that couldn't be resold.

She was being unreasonable and an idiot. And if she doesn't want to use this florist in the future, there is always Wal-Mart.

[chainedbarista]

cancel the order? hmm, flowers are cut, arranged AND en route, but because you're such a 'good customer,' we should cancel the order, take the loss so you can save money.

hmmm, and because you 'PAID EXTRY,' we should get on our knees, thank the floral gods for your patronage, even though you're telling us that your business will go elsewhere.

oh yes, we'll get RIGHT on that.

love the whole attempt at a guilt trip with the funeral bit.

i support the ban the bitch campaign; it's not the money, but the principle, after all.

[Shangri-laschild]

Probably can't refund her when it's on the truck, but at the very least banning her wouldn't be the worst idea. Especially after she kept bitching at you.

Can you get your boss to fix it so it doesn't count against you somehow?

[iradney]

Would it not be possible to refund her and ban her from ordering again? No amount of money is worth that kind of abuse.

[calulu]

She knew we were basically a middle man, wiring the order out, and she wanted us to only use the florist she was requesting. That might be possible in rare instances but not this time because the flowers were already loaded up on the florists delivery van and mere minutes away from her. It would be like me standing in line at Burger King, ordering a custom whopper and when the clerk was handing it over suddenly demanding they run down to McDonalds and switch the whopper for a big mac. Just. Not. Done.

The EXTRY she paid was to guarantee a delivery by the 10 am funeral time and didn't entitle her to anything beyond first thing in the morning delivery before the funeral. Flowers on the truck minutes away it's too late to even cancel much less make a major change. She wanted to change the card message too, not wanting to understand if it's on the truck it's too damn late.

[bainsidhe]

Add my vote to the "hanging up on the witch" group.

Now just so I'm clear. She was asking if she could change to a competitor? As in, cancel her currently assembled and existing order that was on the truck being delivered within the hour? That's a 100% percent cancellation charge right there.

Now it begs to wonder...if the so-called funeral director told her another place was better, that means 1) The funeral director made mention of the competitor in passing, which the FB translated to "they're the best of the best and can deliver within MINUTES" 2) The woman lied or 3) The competitor is owned by a family member of funeral director. Take your pick.

[marasbaras]

They're the customer, that's who. They paid monies, and that entitles them to whatever ridiculous demands they can think of.

She didn't just pay money. She PAID EXTRY!

I won't insult people directly. But, I will get quite foul with management if they're screwing me over. I give companies many opportunities to correct mistakes on THEIR part. After those opportunities run out ... my inner sailor comes out.

[mattm04]

If a cust. swears at me, etc, they get 1 warning. After that I hang up.

[calulu]

Oh, I did hang up on her immediately each time she called back. Unforch each time counts against my sales total for the day.