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Boy howdy!I had a dooozy this afternoon. I went way out of my way for a customer and it ended badly. He showered me in a steady stream of complaining. Never again asshole.. I know flowers are an emotion driven business but please! Get a grip on your bad self.
Me: Friendly floral specialist
SC: Mr Whiny Demanding 'wipe my ass for me with gold leave toilet paper because I am SO special'
Me: Thank you for calling Blah Blah Blah, this is Calulu, how may I direct your call?
SC: One of your coworkers just hung up on me in the middle of an order. She was rude, mean and snippy! This is outrageous! And this is for a rush funeral order that HAS to be there in two hours!! I am too important in *insert annoying state* to be treated like this!!
Me: thinking Oh crap, not THAT accent because people with an accent from that part of the country tend to have a higher percentage of cocktards with no manners in my observation and if someone hung up on this guy chances are he was was cussing them out - Sir, I'm terribly sorry. I can pass that along to my supervisor and allow her to deal with the employee. Now, how can I help you today?
SC: I guess I need to place the other again. Your fellow worker wouldn't let me place it, said I needed to call my wife and get the credit card information.
Me: And did you do that sir?
Sc: Yes, yes I did.
Now I didn't know quite what to make of this yet. No one turns down a sure sale with the way management rides us and eyeballs our sales percentages every couple of hours. Warning bells go off in my mind, something is hinky here. But I proceed, take the cretin's order, he understands I have to charge him an expedited delivery fee to get it to the funeral in 2 hours. And then we get to the credit card field and I learn the problem.
Me: And your credit card number please.
SC: I told your associate I don't have the card with me. You have that in your system. You always could pull it up in the past!
That alone tells me it's been at least three years since he's ordered with us and I explained with the new credit security laws passed by congress we're no longer allowed to keep his credit card info lurking around where any Jane, Jenny or Jezebel here can access it.
He sputters and spits and says that's OUT-RAGEEE-OUS! His wife is out shopping and has his credit card. He told the girl earlier this and cannot understand why we will not place the order and hold it until he can get the info from his wife.
Me: Sir, but you said earlier you had obtained that information from your wife.
SC: I left her a message on her cell phone. She hasn't called back. YOU call her right now.
We go round and round on who's responsibility this is and this is after I had to research all the details of the funeral delivery. Finally I cave, it's a big sale, I want the cut of the express shipping I get for every one sold. I call his wife. She tells me I have the wrong number and promptly hangs up on me.
The guy really goes nuts now as I explain a) I cannot hold an order without a credit card number, b) I'm not calling his wife again and c) when I hang up the order will drop out of the system. He starts yelling at me that I should just 'write it down'
Finally, against company policy, I tell him I'll leave his order uncompleted and open another browser to work from and I'll call him back in ten minutes to get the card number from him after he calls his wife. We hang up.
Ten minutes later I call him back. SC idiot tells me that his wife said she couldn't understand my cornpone accent and thought I was a telemarketer so she lied to me. He gives me the credit card info, I give him the total.
Now, I have gone out of my way, I'd called him back, I'd done research galore and I'd already called a florist that was on standby for this order. And I'd been telling him all along what the prices were plus giving him a small discount for his rude treatment by the first sales agent. He should be satisfied, right? I've bent over backwards to make his funeral order happen.
He starts ranting and roaring about how high the price is, how incompetent we all are, blaming the ills of the world on my company, saying how dare we treat a good customer like that.
I point out he'd waited till the last possible second to place a funeral order and finally he huffs very pissed off, "Fine. send out the damn flowers but I'm writing the CEO and getting you fired for all the lousy customer service I just got! You're going to lose your job!"
NEVER again will I go out of my way for some idiot like this. I don't care if I lose the sale, I don't care.
Grmmmble, having a stiff drink
Me: Friendly floral specialist
SC: Mr Whiny Demanding 'wipe my ass for me with gold leave toilet paper because I am SO special'
Me: Thank you for calling Blah Blah Blah, this is Calulu, how may I direct your call?
SC: One of your coworkers just hung up on me in the middle of an order. She was rude, mean and snippy! This is outrageous! And this is for a rush funeral order that HAS to be there in two hours!! I am too important in *insert annoying state* to be treated like this!!
Me: thinking Oh crap, not THAT accent because people with an accent from that part of the country tend to have a higher percentage of cocktards with no manners in my observation and if someone hung up on this guy chances are he was was cussing them out - Sir, I'm terribly sorry. I can pass that along to my supervisor and allow her to deal with the employee. Now, how can I help you today?
SC: I guess I need to place the other again. Your fellow worker wouldn't let me place it, said I needed to call my wife and get the credit card information.
Me: And did you do that sir?
Sc: Yes, yes I did.
Now I didn't know quite what to make of this yet. No one turns down a sure sale with the way management rides us and eyeballs our sales percentages every couple of hours. Warning bells go off in my mind, something is hinky here. But I proceed, take the cretin's order, he understands I have to charge him an expedited delivery fee to get it to the funeral in 2 hours. And then we get to the credit card field and I learn the problem.
Me: And your credit card number please.
SC: I told your associate I don't have the card with me. You have that in your system. You always could pull it up in the past!
That alone tells me it's been at least three years since he's ordered with us and I explained with the new credit security laws passed by congress we're no longer allowed to keep his credit card info lurking around where any Jane, Jenny or Jezebel here can access it.
He sputters and spits and says that's OUT-RAGEEE-OUS! His wife is out shopping and has his credit card. He told the girl earlier this and cannot understand why we will not place the order and hold it until he can get the info from his wife.
Me: Sir, but you said earlier you had obtained that information from your wife.
SC: I left her a message on her cell phone. She hasn't called back. YOU call her right now.
We go round and round on who's responsibility this is and this is after I had to research all the details of the funeral delivery. Finally I cave, it's a big sale, I want the cut of the express shipping I get for every one sold. I call his wife. She tells me I have the wrong number and promptly hangs up on me.
The guy really goes nuts now as I explain a) I cannot hold an order without a credit card number, b) I'm not calling his wife again and c) when I hang up the order will drop out of the system. He starts yelling at me that I should just 'write it down'
Finally, against company policy, I tell him I'll leave his order uncompleted and open another browser to work from and I'll call him back in ten minutes to get the card number from him after he calls his wife. We hang up.
Ten minutes later I call him back. SC idiot tells me that his wife said she couldn't understand my cornpone accent and thought I was a telemarketer so she lied to me. He gives me the credit card info, I give him the total.
Now, I have gone out of my way, I'd called him back, I'd done research galore and I'd already called a florist that was on standby for this order. And I'd been telling him all along what the prices were plus giving him a small discount for his rude treatment by the first sales agent. He should be satisfied, right? I've bent over backwards to make his funeral order happen.
He starts ranting and roaring about how high the price is, how incompetent we all are, blaming the ills of the world on my company, saying how dare we treat a good customer like that.
I point out he'd waited till the last possible second to place a funeral order and finally he huffs very pissed off, "Fine. send out the damn flowers but I'm writing the CEO and getting you fired for all the lousy customer service I just got! You're going to lose your job!"
NEVER again will I go out of my way for some idiot like this. I don't care if I lose the sale, I don't care.
Grmmmble, having a stiff drink
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