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This one is probably one of my weaker ones considering all the crap I've seen in the time I've been in customer service.
I used to take calls for emergency roadside assistance. It's amazing how many people think that when they would call in, I'd just be able to push a key on my keyboard and beam them a truck. (Even if I could, it still probably wouldn't be quick enough for some!)
If service was late, they'd call back for an update. Some folks were nice, others, not so nice. The company was so big that they would not always get the same person calling in. Here's one story of such conversation:
SC: Hello, I'd like to know where the truck is?
ME: Hold on while I'll check that out.
(get the info in a couple minutes)
ME: It's going to be about another 20 - 30 mins. We do apologize for the delay, but it won't be much longer than that.
SC: WHAT? I CALLED IN TWO HOURS AGO! (mind you, when the calls come in, they are time stamped! She had only called in less than one hour before.)
ME: I apologize for the inconvience, but they are running a little behind.
SC: MY HUSBAND CAME HOME FROM WORK ON THE 1/2 HR HE GETS FOR LUNCH TO HELP THE DRIVER! HE'S ALREADY LATE GETTING BACK TO WORK AND YOU SAY IT'S GOING TO BE LONGER?!?!?!?!?!
I attempt to assure her that her husband could go back to work because our driver can handle getting the car on the truck by himself. She was adamant about having her husband there to help the driver. In my opinion, this lady did not want to be alone with the driver!Which, if she would've said that, if that was the case, I'd understand.
SC: WHY IS IT TAKING SO LONG!?!? I WANT TO KNOW!
I called the company back to ask for details on the extended ETA. They explained that someone was broke down at the nearby Wal-Mart that they had to get to first. I understood this, I know that any call that comes in from someone who is not at home takes precidence over someone who is in the comfort of their own home.
ME: Ma'am, the driver had to stop to assist someone broken down at Wal-Mart. Then he will be coming to assist you. Calls that come in from people who are not at home come before those that are. (Mind you, I never told her WHO or WHAT kind of person was at Wal-Mart because I didn't know that info)
SC: WHAT? THAT'S JUST RIDICULOUS! MY HUSBAND HAS TO BE BACK AT WORK AND SOMEONE WHO HAS TO BE BACK AT WORK TAKES PRESIDENCE OVER A LITTLE OLD LADY AT WAL MART!
I was flabbergasted. I didn't know what to say to her. There was the akward pause and me grasping for words. All conversations are recorded and nothing I wanted to say would allow me to keep my job.
I finally told her that I was sorry she felt that way, but that is how service is determined. She hung up on me.
I used to take calls for emergency roadside assistance. It's amazing how many people think that when they would call in, I'd just be able to push a key on my keyboard and beam them a truck. (Even if I could, it still probably wouldn't be quick enough for some!)
If service was late, they'd call back for an update. Some folks were nice, others, not so nice. The company was so big that they would not always get the same person calling in. Here's one story of such conversation:
SC: Hello, I'd like to know where the truck is?
ME: Hold on while I'll check that out.
(get the info in a couple minutes)
ME: It's going to be about another 20 - 30 mins. We do apologize for the delay, but it won't be much longer than that.
SC: WHAT? I CALLED IN TWO HOURS AGO! (mind you, when the calls come in, they are time stamped! She had only called in less than one hour before.)
ME: I apologize for the inconvience, but they are running a little behind.
SC: MY HUSBAND CAME HOME FROM WORK ON THE 1/2 HR HE GETS FOR LUNCH TO HELP THE DRIVER! HE'S ALREADY LATE GETTING BACK TO WORK AND YOU SAY IT'S GOING TO BE LONGER?!?!?!?!?!
I attempt to assure her that her husband could go back to work because our driver can handle getting the car on the truck by himself. She was adamant about having her husband there to help the driver. In my opinion, this lady did not want to be alone with the driver!Which, if she would've said that, if that was the case, I'd understand.
SC: WHY IS IT TAKING SO LONG!?!? I WANT TO KNOW!
I called the company back to ask for details on the extended ETA. They explained that someone was broke down at the nearby Wal-Mart that they had to get to first. I understood this, I know that any call that comes in from someone who is not at home takes precidence over someone who is in the comfort of their own home.
ME: Ma'am, the driver had to stop to assist someone broken down at Wal-Mart. Then he will be coming to assist you. Calls that come in from people who are not at home come before those that are. (Mind you, I never told her WHO or WHAT kind of person was at Wal-Mart because I didn't know that info)
SC: WHAT? THAT'S JUST RIDICULOUS! MY HUSBAND HAS TO BE BACK AT WORK AND SOMEONE WHO HAS TO BE BACK AT WORK TAKES PRESIDENCE OVER A LITTLE OLD LADY AT WAL MART!
I was flabbergasted. I didn't know what to say to her. There was the akward pause and me grasping for words. All conversations are recorded and nothing I wanted to say would allow me to keep my job.
I finally told her that I was sorry she felt that way, but that is how service is determined. She hung up on me.
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