Customer Doesn't Mean What She Says

[TelephoneAngel]

Customer was talking to me and needed to be called back.I aksed her when would be convenient to be called back that afternoon she said anytime.I asked iof she could be more specific she said put 3.30. I confirmed she said 3.30 and marked this in the callback diary.


At the end of the phone call I said "thank you for calling today and we will be calling you back at 3.30"

At this customer became angry and said "Can't you put a different time? I willbe picking my children up from school at 3.30" I pointed out to her that it was HER who had said .3.30 but she was adamant that I should have realised this would be inconvenient.


I STILL don't understand customers and I have been studying them for many years.

[Green_Fairy]

i see you still haven't mastered mind-reading. you really should get working on that. it'll make your job soooo much easier!

[EricKei]

I've tried mind-reading some of the really bad SC's before, but it doesn't seem to do any good -- every time I've gotten in there, I'm met with a vast, empty void >_>

[bainsidhe]

That's what I was thinking. While a useful skill, mind-reading only works if the SC has an idea, any idea, of what they really mean/want.

[Racket_Man]

That's what I was thinking. While a useful skill, mind-reading only works if the SC has an idea, any idea, a high level consciene functioning brain of what they really mean/want.

fixed that for you auto=pilot does not count

[MoonCat]

We get messages like that on our night/weekend voicemail. "Call me back after 9 AM." Comes 9:01 AM, i look up the customer's account and find that they called back already...at 8:10 AM. OK, one less call I have to make, but why did they tell us to call after 9 AM?

Or the ones who give a time for you to call them back and then they call three hours before the stated time to complaint that no one has called them.

[Captain Trips]

We get messages like that on our night/weekend voicemail. "Call me back after 9 AM." Comes 9:01 AM, i look up the customer's account and find that they called back already...at 8:10 AM. OK, one less call I have to make, but why did they tell us to call after 9 AM?

Or the ones who give a time for you to call them back and then they call three hours before the stated time to complaint that no one has called them.

Is it possible that these are the result of time zone confusion?