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This incident has to top anything I've encountered in a long time. I came back from my break today, still with about five minutes to go. Our clerk stopped me and asked if I could take this customer's issue. I told her sure, but I was still on my break and that I could call this customer back. Her reply was "Um, he's out in the lobby right now." My response was, "Say that again?" I caught a glimpse of some strange person in our lobby, but thankfully did not see me looking at him. I took his info, then looked up his account. This man had tried for ten days to speak with a supervisor (during the Christmas holidays) for the past ten days. I myself was out on vacation the entire time, as was my supervisor, and it was apparent nobody had handled the trouble report.
This man flew all the way from Utica, New York to West Palm Beach, Florida, where our offices are located! Because of what I consider to be a severe situation, I had one of the other supervisors handle this one, because I didn't want to be involved in it. I myself am not a supervisor, nor do I wish to be with disgruntled customers pulling shit like this.
Later on, the customer service supervisor briefed me on the situation, saying this customer would return later. My response to that was, "Return later? With something or someone he did not have with him before?"
This is a scary situation. If a customer is willing to pay money to fly 1,000 miles or more to talk about their account and speak face to face with a supervisor, Lord knows what else they are capable of.
By the way, the issue he is having? He cannot get his Outlook Express to work properly, which is not even an issue related to his internet service provider. Also, my supervisor will not return until the day after New Year's!
This man flew all the way from Utica, New York to West Palm Beach, Florida, where our offices are located! Because of what I consider to be a severe situation, I had one of the other supervisors handle this one, because I didn't want to be involved in it. I myself am not a supervisor, nor do I wish to be with disgruntled customers pulling shit like this.
Later on, the customer service supervisor briefed me on the situation, saying this customer would return later. My response to that was, "Return later? With something or someone he did not have with him before?"
This is a scary situation. If a customer is willing to pay money to fly 1,000 miles or more to talk about their account and speak face to face with a supervisor, Lord knows what else they are capable of.
By the way, the issue he is having? He cannot get his Outlook Express to work properly, which is not even an issue related to his internet service provider. Also, my supervisor will not return until the day after New Year's!
Maybe he was the doctor I worked with today. 
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