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From "friend" to raving psycho in 60 seconds
Warning...this is long but I need to get it off my chest...
Yesterday I took a call from a woman I'd talked to a week or so before and she seemed happy to get me back on the line. (The red flag should have gone up right there!) At that time she had issues with an item she had bought and returned but I guess we had no record of the return (just the billing of her credit card) and for some reason she wasn't being credited. OK, I can see being upset about that, but I seem to remember her becoming extremely sucky about it on the last call. I thought I was done with her after that since other agents had taken over the issue...WRONG!
When she called yesterday it was about an issue with another item of the same type. She had ordered something that wouldn't work well in her space so she wanted to cancel it and get something larger instead. Well, the original item was custom order and of course it wasn't the same calendar day as the placement of the original order, so I explained I would have to cancel the original order and request that she be refunded everything including her deposit which is usually non-refundable after 24 hours, then place a new order for the new item. She seemed OK with that at first but then she brought up the other order that she hadn't gotten a credit on yet. Like a good CSA, I offered to check on that order for her. Big mistake.
Once I looked at it and told her there was no further information and she had not been credited yet, she started escalating REALLY fast. First she started telling me that she was going to call her attorney, and of course she never wanted to do business with us again. Then she said she was going to TAKE her attorney to our client's corporate HQ on Tuesday and demand to see the CEO. (And in our case she might actually get an audience.) I asked what I could do for her and she said "GET ME MY REFUND NOW!" I again explained as patiently as I could that I personally could not do that but that I would be happy to get her in touch with a supervisor or I could have one call her back. She first said she wanted a call back, but then she decided to hold for one...even more unlucky for me.
I just can't seem to get the hang of properly "conferencing" a customer in with someone else unless I do it right the first time...in other words, if I put the customer on hold first and then call the supervisor without pressing Conference first, I am not sure how to get them both on the line with each other. I've been given instructions but it never seems to work for me and of course, there is no easy way to practice. So I talked to the supervisor and gave him all the information, but in the process of trying to conference them I ended up dropping both calls. I immediately called the supervisor line back but got someone else and explained what happened...she tried to call but fortunately the original supervisor apparently called SC on his own and she informed the other supervisor she "didn't need her assistance".
Usually I don't let things like this get to me and I did immediately send a message to my own local managers letting them know I had accidentally dropped the call. My only worry now is that she will somehow get the client company to tell my managers I need some kind of written warning for dropping the call or not helping her enough personally or both. It apparently happened to one of my coworkers who had a SC who claimed he gave her a bad attitude even though his manager and he both listened to the call and mutually agreed he'd done nothing wrong - corporate disagreed. I am hoping I won't hear anything more about this but it just bugs me to no end to even have it on my mind. I keep trying to remind myself it's just a job and I will just take whatever happens...and if it leads me to eventually leave the job that's what I'll have to do. I ultimately refuse to let a SC ruin my life, but my nature is to worry. Sigh. I really hope this beeyotch makes good on her promise never to shop with us again so I never have to get another call from her.
Anyway. going to try and enjoy my day off as best I can. Hope you all are having a good weekend, and happy Memorial Day to my American friends.
Yesterday I took a call from a woman I'd talked to a week or so before and she seemed happy to get me back on the line. (The red flag should have gone up right there!) At that time she had issues with an item she had bought and returned but I guess we had no record of the return (just the billing of her credit card) and for some reason she wasn't being credited. OK, I can see being upset about that, but I seem to remember her becoming extremely sucky about it on the last call. I thought I was done with her after that since other agents had taken over the issue...WRONG!
When she called yesterday it was about an issue with another item of the same type. She had ordered something that wouldn't work well in her space so she wanted to cancel it and get something larger instead. Well, the original item was custom order and of course it wasn't the same calendar day as the placement of the original order, so I explained I would have to cancel the original order and request that she be refunded everything including her deposit which is usually non-refundable after 24 hours, then place a new order for the new item. She seemed OK with that at first but then she brought up the other order that she hadn't gotten a credit on yet. Like a good CSA, I offered to check on that order for her. Big mistake.
Once I looked at it and told her there was no further information and she had not been credited yet, she started escalating REALLY fast. First she started telling me that she was going to call her attorney, and of course she never wanted to do business with us again. Then she said she was going to TAKE her attorney to our client's corporate HQ on Tuesday and demand to see the CEO. (And in our case she might actually get an audience.) I asked what I could do for her and she said "GET ME MY REFUND NOW!" I again explained as patiently as I could that I personally could not do that but that I would be happy to get her in touch with a supervisor or I could have one call her back. She first said she wanted a call back, but then she decided to hold for one...even more unlucky for me.
I just can't seem to get the hang of properly "conferencing" a customer in with someone else unless I do it right the first time...in other words, if I put the customer on hold first and then call the supervisor without pressing Conference first, I am not sure how to get them both on the line with each other. I've been given instructions but it never seems to work for me and of course, there is no easy way to practice. So I talked to the supervisor and gave him all the information, but in the process of trying to conference them I ended up dropping both calls. I immediately called the supervisor line back but got someone else and explained what happened...she tried to call but fortunately the original supervisor apparently called SC on his own and she informed the other supervisor she "didn't need her assistance".
Usually I don't let things like this get to me and I did immediately send a message to my own local managers letting them know I had accidentally dropped the call. My only worry now is that she will somehow get the client company to tell my managers I need some kind of written warning for dropping the call or not helping her enough personally or both. It apparently happened to one of my coworkers who had a SC who claimed he gave her a bad attitude even though his manager and he both listened to the call and mutually agreed he'd done nothing wrong - corporate disagreed. I am hoping I won't hear anything more about this but it just bugs me to no end to even have it on my mind. I keep trying to remind myself it's just a job and I will just take whatever happens...and if it leads me to eventually leave the job that's what I'll have to do. I ultimately refuse to let a SC ruin my life, but my nature is to worry. Sigh. I really hope this beeyotch makes good on her promise never to shop with us again so I never have to get another call from her.
Anyway. going to try and enjoy my day off as best I can. Hope you all are having a good weekend, and happy Memorial Day to my American friends.
Thanks for the reply 
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