After 2 weeks of working my ass off to help a customer get cable and high-speed service installed in his home, he suddenly went into a rage that I didn't have his service installed last weekend. Keep in mind that he was told last Friday that it wouldn't be installed until this Saturday (8 days later). Now this idiot is contacting me TODAY (Wednesday) to get his service installed earlier & after checking our schedule, we can't do it. I originally gave him the earliest date/time & now he's threatened to file a "formal complaint" against me.
Lucky for me, I've shown my e-mail history to my supervisor & she's aware of the issue. I let her know that I've held this jerk's hand since Day 1 (2 weeks ago...long story b/c it really did take that long to get his account going) & now he's acting like this. It just goes to show that in the world of "Customer Service," the customer is (almost) always a maniac. They'll flip on you in a second if they think you're not doing every single little tiny thing that they want.
The thing that gets me is that because he didn't read the original e-mail correctly the first time, he's all up in arms about things, 5 days after the e-mail was sent. THEN, he spoke w/ a lead representative & called him a racist (the lead rep is Hispanic, I think the customer is Caucasian) for not bowing to his will. I mean, WTF??? BTW, the lead rep is awesome & has been w/ the company for 5-6 years, so he knows what can & can't be done. Grrrrrrrrrr... I'm going to tell him to forward his little "formal complaint" to my supervisor so she can review it. Since she knows what's going on, she can fill me in. I have all of my records readily available in case they're needed...
Lucky for me, I've shown my e-mail history to my supervisor & she's aware of the issue. I let her know that I've held this jerk's hand since Day 1 (2 weeks ago...long story b/c it really did take that long to get his account going) & now he's acting like this. It just goes to show that in the world of "Customer Service," the customer is (almost) always a maniac. They'll flip on you in a second if they think you're not doing every single little tiny thing that they want.
The thing that gets me is that because he didn't read the original e-mail correctly the first time, he's all up in arms about things, 5 days after the e-mail was sent. THEN, he spoke w/ a lead representative & called him a racist (the lead rep is Hispanic, I think the customer is Caucasian) for not bowing to his will. I mean, WTF??? BTW, the lead rep is awesome & has been w/ the company for 5-6 years, so he knows what can & can't be done. Grrrrrrrrrr... I'm going to tell him to forward his little "formal complaint" to my supervisor so she can review it. Since she knows what's going on, she can fill me in. I have all of my records readily available in case they're needed...
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