I don't mean as in spending a week calling with a customer back and forth or working on a big project for a month.
I mean, what's the longest, single, UNINTERRUPTED stretch where you've had to deal with a customer?
I ask this because I had a customer in my store a couple of days ago for THREE HOURS. He was having a problem with his laptop connection card so he brought his laptop to us and spent some time trying to fix it himself (30 mins or so) before asking me for help. I spend another 30 mins...no luck. So I call our company's tech support department. Get nowhere with tier one tech, on to tier 2.
At about the two hour mark, the customer finally decides he's had it with the connection card that apparently will never work despite all the troubleshooting and wants to cancel...without an early termination fee.
So I have the tech rep transfer me to cancellations and put that department on with the customer. We are well over two hours by now.
Cancellation rep refuses to waive ETF for customer, customer then demands a Supervisor...more waiting...Customer and I spend 15-20 minutes dealing with the Supervisor who eventually agrees to prorate ETF.
Time customer got to store: Around 3:40 PM
Time customer left: About 6:50 PM, 10 mins before close.
That was a marathon and a half.
To compare, my longest ever call at the call center was an hour and 45 minutes.
I mean, what's the longest, single, UNINTERRUPTED stretch where you've had to deal with a customer?
I ask this because I had a customer in my store a couple of days ago for THREE HOURS. He was having a problem with his laptop connection card so he brought his laptop to us and spent some time trying to fix it himself (30 mins or so) before asking me for help. I spend another 30 mins...no luck. So I call our company's tech support department. Get nowhere with tier one tech, on to tier 2.
At about the two hour mark, the customer finally decides he's had it with the connection card that apparently will never work despite all the troubleshooting and wants to cancel...without an early termination fee.
So I have the tech rep transfer me to cancellations and put that department on with the customer. We are well over two hours by now.
Cancellation rep refuses to waive ETF for customer, customer then demands a Supervisor...more waiting...Customer and I spend 15-20 minutes dealing with the Supervisor who eventually agrees to prorate ETF.
Time customer got to store: Around 3:40 PM
Time customer left: About 6:50 PM, 10 mins before close.
That was a marathon and a half.
To compare, my longest ever call at the call center was an hour and 45 minutes.
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