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Something that really irritates me about customer service are doing call backs to customers that reported a problem. Each day, whenever I see a problem has been resolved, I call the customer back to make sure they are aware of it, and to make sure all is well before closing out the report.
I don't mind the call backs as long as I feel good that the customer is happy. However, one lady I spoke to absolutely would not let the situation rest. She had reported problems with her e-mail two weeks ago, and nearly every other day or so, I have been calling her to resolve her problem. She had reported that she could not send out e-mail, and it turned out it was because she has another internet provider. In this case, she needed to contact that company. When I told her about that, she said she already spoke to them and was told to call us. Later, it turned out her co-worker had similar problems, but resolved it because her computer was set with that company's settings.
I suggested to this lady, "Maam, maybe it would be a good idea to check your co-workers settings, and I'm certain it would correct the problem. However, if you use another company, you need to be on their settings, and only that company can provide it to you." Every other day after that, I would call this lady, and she was either out of the office, or she did not have time to discuss this.
Finally, two days ago, she e-mailed me that she thinks the problem is resolved because everyone is getting their e-mails, but tells me "I reluctantly agree it's fixed, but don't close this out yet." I called her, and again, she was out of the office. Today, I called, and it was "I have a client and can't talk right now". Well, I stopped her and told her we needed to know if this problem was fixed because it has been open for over two weeks. Suddenly, she made the time to talk to me, telling me again "I reluctantly think so, but I still feel there is a problem." I could not believe this. It was fixed, but she wanted to keep this open forever and ever. I had to take control and tell her, "Maam, if there are no more indications of trouble, then we need to close this out. You've stated this yourself that it appears to be fine and no more co-workers are saying they don't get your e-mails." She then wanted me to call her at another time, to which I told her no, it was resolved, and she was welcome to call us back when she had the time. She got upset and hung up. Oh, well.
It's very irritating when something is fixed, yet your "always right" customer insists otherwise.
I don't mind the call backs as long as I feel good that the customer is happy. However, one lady I spoke to absolutely would not let the situation rest. She had reported problems with her e-mail two weeks ago, and nearly every other day or so, I have been calling her to resolve her problem. She had reported that she could not send out e-mail, and it turned out it was because she has another internet provider. In this case, she needed to contact that company. When I told her about that, she said she already spoke to them and was told to call us. Later, it turned out her co-worker had similar problems, but resolved it because her computer was set with that company's settings.
I suggested to this lady, "Maam, maybe it would be a good idea to check your co-workers settings, and I'm certain it would correct the problem. However, if you use another company, you need to be on their settings, and only that company can provide it to you." Every other day after that, I would call this lady, and she was either out of the office, or she did not have time to discuss this.
Finally, two days ago, she e-mailed me that she thinks the problem is resolved because everyone is getting their e-mails, but tells me "I reluctantly agree it's fixed, but don't close this out yet." I called her, and again, she was out of the office. Today, I called, and it was "I have a client and can't talk right now". Well, I stopped her and told her we needed to know if this problem was fixed because it has been open for over two weeks. Suddenly, she made the time to talk to me, telling me again "I reluctantly think so, but I still feel there is a problem." I could not believe this. It was fixed, but she wanted to keep this open forever and ever. I had to take control and tell her, "Maam, if there are no more indications of trouble, then we need to close this out. You've stated this yourself that it appears to be fine and no more co-workers are saying they don't get your e-mails." She then wanted me to call her at another time, to which I told her no, it was resolved, and she was welcome to call us back when she had the time. She got upset and hung up. Oh, well.
It's very irritating when something is fixed, yet your "always right" customer insists otherwise.
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