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Gotta love it when the day starts with a @#$%ing SC.
Lady calls. It's a veterinary office. I go into the spiel hoping that it is a receptionist or something, because, quite frankly, a majority of the actual doctors are full of themselves. And lo and behold, its the doctor in charge. Not my day.
So the situation goes as follows. In the very beginning of the call, Dr.SC acknowledges the fact that her business, for some reason unfathomable to this SC, has multiple accounts under multiple different names, and has known this for a while now. Now, correct me if I'm wrong, but any sensible business person may want to correct this to prevent any screw ups... As soon as they discover the problem. Not Dr.SC though. Anyway, she had originally called to place an order for shampoo that was out of stock. At the time of the original attempt, she canceled the order. Canceled order was kept in system, canceled mind you, on one of the many accounts, as a record of the attempted transaction and reason for cancellation.
Dr.SC calls back the very next day, items still on backorder. She decides to backorder this, on a seperate account from the first attempt. Now, for this to happen the sales rep who places the order must know the A) Customer number or B) That there are multiple accounts and that the customer picks one of them. Either way Dr.SC would know where it was placed based on the name. Secondly, and ordr number is placed on each order and given to the customer. This way they call with said number, and we find said order, and everyone is happy.
So we go to a week in the future. Dr.SC calls to check on the order. She gives the rep info that leads rep to account #1 instead of giving the order number. On account #1 is a canceled order, very similar to the one she had placed on account #2. Instead of asking rep to check for other accounts, which she has already admitted to knowing about, she places a second identical order on account #1. Next day, both orders ship out.
Skip forward to me today. Dr.SC calls in demanding we pick up one of the orders. I ask for order numbers, and look over the present information. She then gives me an account of the above, that is pretty much similar to what I have written, minus the bitterness that has seeped through my fingers. I double check what information she had written down from the first order on account #2, and lo and behold, she has the order number. Had she checked with this, she would have not made two identical orders. I explain all this to her, explaining why we would not be picking this up using a majority of what she has told me and what is in the system. Ofcourse, Dr.SC is not happy to be stopped by a lowley CS rep such as myself.
Me: Pissed off stubborn mule.
SC: You can take your degree and use as the suppository it was meant to be.
SC: But I've made seven calls about these five bottles of shampoo. I shouldn't have to spend four hours on the phone for something so simple.
Me: I do apologize miss, and I do understand where you are coming from. However, from everything you have told me and the information available in the system, this is in no way our fault. You are responsible for shipping this back to us.
SC: Why are you making something so simple difficult? You should do what I tell you, deliver what I want, where I want it, when I want it. [b](Yes, she said this. Verbatim.)[/b}
Me: I am sorry miss, however that is exactly what we did. You canceled the first order, and placed two consecutive orders, both of which were delivered to where you wanted them delivered. We have done everything you asked up to this point, and as far as I can tell, there is no error here on our part.
SC: Well if you had a business you would understand what's going on here. If you were running a business you would understand, but maybe you can't which is why you are doing what you are doing. *click*
Yep, take a shot and run. Didn't even want a manager.
On the bright side, there were pancakes here when I got into work. Can't be too bad a day when you get free pancakes.
Lady calls. It's a veterinary office. I go into the spiel hoping that it is a receptionist or something, because, quite frankly, a majority of the actual doctors are full of themselves. And lo and behold, its the doctor in charge. Not my day.
So the situation goes as follows. In the very beginning of the call, Dr.SC acknowledges the fact that her business, for some reason unfathomable to this SC, has multiple accounts under multiple different names, and has known this for a while now. Now, correct me if I'm wrong, but any sensible business person may want to correct this to prevent any screw ups... As soon as they discover the problem. Not Dr.SC though. Anyway, she had originally called to place an order for shampoo that was out of stock. At the time of the original attempt, she canceled the order. Canceled order was kept in system, canceled mind you, on one of the many accounts, as a record of the attempted transaction and reason for cancellation.
Dr.SC calls back the very next day, items still on backorder. She decides to backorder this, on a seperate account from the first attempt. Now, for this to happen the sales rep who places the order must know the A) Customer number or B) That there are multiple accounts and that the customer picks one of them. Either way Dr.SC would know where it was placed based on the name. Secondly, and ordr number is placed on each order and given to the customer. This way they call with said number, and we find said order, and everyone is happy.
So we go to a week in the future. Dr.SC calls to check on the order. She gives the rep info that leads rep to account #1 instead of giving the order number. On account #1 is a canceled order, very similar to the one she had placed on account #2. Instead of asking rep to check for other accounts, which she has already admitted to knowing about, she places a second identical order on account #1. Next day, both orders ship out.
Skip forward to me today. Dr.SC calls in demanding we pick up one of the orders. I ask for order numbers, and look over the present information. She then gives me an account of the above, that is pretty much similar to what I have written, minus the bitterness that has seeped through my fingers. I double check what information she had written down from the first order on account #2, and lo and behold, she has the order number. Had she checked with this, she would have not made two identical orders. I explain all this to her, explaining why we would not be picking this up using a majority of what she has told me and what is in the system. Ofcourse, Dr.SC is not happy to be stopped by a lowley CS rep such as myself.
Me: Pissed off stubborn mule.
SC: You can take your degree and use as the suppository it was meant to be.
SC: But I've made seven calls about these five bottles of shampoo. I shouldn't have to spend four hours on the phone for something so simple.
Me: I do apologize miss, and I do understand where you are coming from. However, from everything you have told me and the information available in the system, this is in no way our fault. You are responsible for shipping this back to us.
SC: Why are you making something so simple difficult? You should do what I tell you, deliver what I want, where I want it, when I want it. [b](Yes, she said this. Verbatim.)[/b}
Me: I am sorry miss, however that is exactly what we did. You canceled the first order, and placed two consecutive orders, both of which were delivered to where you wanted them delivered. We have done everything you asked up to this point, and as far as I can tell, there is no error here on our part.
SC: Well if you had a business you would understand what's going on here. If you were running a business you would understand, but maybe you can't which is why you are doing what you are doing. *click*
Yep, take a shot and run. Didn't even want a manager.
On the bright side, there were pancakes here when I got into work. Can't be too bad a day when you get free pancakes.
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