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Even when things go right, they complain!
When the call takers give the time the service truck will be there, they are supposed to say something to the effect, "Service will be there between now and XX time" Suppose to anyway....
Usually the time frame is an hour - so some say, "they should be there within the hour".
I'm not busy right now. I have drivers sitting, meaning they are going to get there quickly. QUICKLY - but still WITHIN that time frame.
It never fails, I always have one or two SCs who I talk to where the conversation is as follows:
ME: Hi, this is friendofjimmyk with ********, I'm calling to let you know that the driver is on location with your vehicle. Can you please meet him outside?
SC: WHAT? THEY TOLD ME IT WAS GOING TO BE AN HOUR!!!!
ME: Well, the time you are given is an estimate and your service can reach you anywhere within that hour.
SC: I'M NOT THERE YET! They told me ONE HOUR!
[Why do SCs think that we are hard of hearing? Why do SCs think that if they keep repeating the same thing, even phrasing it differently will get them a more favorable response?]
ME: I'm sorry about the misunderstanding, but I did have a driver sitting in the area and he was able to make it there quickly!
SC: GREAT! Will he wait?
ME: [I love this] Yup - for 15 minutes.
SC: [in a hurried voice] Okay, okay, I'll be right there! Don't let him leave!
Sometimes the plea to not let him leave will come after a barrage of insults and general rudeness and I can't believe they now want me to do something nice for them afterward. I have sent drivers away after 15 minutes because the person was completely rude...and it's perfectly within my right to do so.
When the call takers give the time the service truck will be there, they are supposed to say something to the effect, "Service will be there between now and XX time" Suppose to anyway....
Usually the time frame is an hour - so some say, "they should be there within the hour".
I'm not busy right now. I have drivers sitting, meaning they are going to get there quickly. QUICKLY - but still WITHIN that time frame.
It never fails, I always have one or two SCs who I talk to where the conversation is as follows:
ME: Hi, this is friendofjimmyk with ********, I'm calling to let you know that the driver is on location with your vehicle. Can you please meet him outside?
SC: WHAT? THEY TOLD ME IT WAS GOING TO BE AN HOUR!!!!
ME: Well, the time you are given is an estimate and your service can reach you anywhere within that hour.
SC: I'M NOT THERE YET! They told me ONE HOUR!
[Why do SCs think that we are hard of hearing? Why do SCs think that if they keep repeating the same thing, even phrasing it differently will get them a more favorable response?]
ME: I'm sorry about the misunderstanding, but I did have a driver sitting in the area and he was able to make it there quickly!
SC: GREAT! Will he wait?
ME: [I love this] Yup - for 15 minutes.
SC: [in a hurried voice] Okay, okay, I'll be right there! Don't let him leave!
Sometimes the plea to not let him leave will come after a barrage of insults and general rudeness and I can't believe they now want me to do something nice for them afterward. I have sent drivers away after 15 minutes because the person was completely rude...and it's perfectly within my right to do so.
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