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Had a service call placed for a lockout this morning. The caller is an employee here with my company. There is a priority code for employees, however, if we are busy, as we were this morning...I'm sorry, but that code means squat to me. If I can make the ETA - I am happy. The only time we drop everything and run for an employee is if it is the V I P priority code and that is reserved for the absolute top brass of the company. [Then there are other codes - for children locked in cars, accidents, member safety, etc, etc...serious much more important calls...anywho...]
Co-irker, who has been with the company for five years [as she so explained later when she finally made it to work] - placed the call & then had the call taker call me instructing me that this call is for an employee and I need to get the truck there quickly. (Strike #1) I tell the call taker I will do what I can...which was place the call in queue for the driver to get to in order...no priority - we are BUSY! Now, if there was a child in the car, yes, but employee - NO! So, the driver makes the call in 45 mins (30 minutes earlier than the time she was quoted)
Couple hours go by and said co-irker comes to my desk to ask me what the ETAs are set at in Omaha. I tell her 60 minutes. (When she called hours earlier, they were at 75) I get a call and stop talking to this woman. Thank god. I only heard the tail end of her rant...but that was enough!
She complained that she had to wait 45 minutes. She claimed she was quoted 90 minutes for the ETA (Strike #2 - liar!) she claimed the driver got his tool to do the lockout from a salvage yard. (Strike #3 - liar, liar, pants on fire) This is when I interjected - I explained that they have a lockout kit full of different shaped tools and the one that she was describing was part of that kit - she didn't accept that insisting that he had a piece of scrap metal from a salvage yard. She said he did not use the slim-jim. I interject again, they haven't used those in ages lady! The tool you are describing is one that is in the lockout kit - I even described it to her and said ALL DRIVERS HAVE THEM!! Took the wind out of her sails because she did mention that he scratched her leather in the car but once she discovered that the tool was legit, she chilled out on the "he damaged my car" rant. She said he was rude. She also said that he had no clue as to what he was doing, even though, on my screen, I knew he was there for less than 2 minutes.
I asked if she planned on talking to the fleet supervisor, she said no. I said are you filling out a damage claim, she said no. Then she said that it didn't really matter and she didn't want me to say anything to the supervisor.
Then why in the world did you come over here to complain?
Co-irker, who has been with the company for five years [as she so explained later when she finally made it to work] - placed the call & then had the call taker call me instructing me that this call is for an employee and I need to get the truck there quickly. (Strike #1) I tell the call taker I will do what I can...which was place the call in queue for the driver to get to in order...no priority - we are BUSY! Now, if there was a child in the car, yes, but employee - NO! So, the driver makes the call in 45 mins (30 minutes earlier than the time she was quoted)
Couple hours go by and said co-irker comes to my desk to ask me what the ETAs are set at in Omaha. I tell her 60 minutes. (When she called hours earlier, they were at 75) I get a call and stop talking to this woman. Thank god. I only heard the tail end of her rant...but that was enough!
She complained that she had to wait 45 minutes. She claimed she was quoted 90 minutes for the ETA (Strike #2 - liar!) she claimed the driver got his tool to do the lockout from a salvage yard. (Strike #3 - liar, liar, pants on fire) This is when I interjected - I explained that they have a lockout kit full of different shaped tools and the one that she was describing was part of that kit - she didn't accept that insisting that he had a piece of scrap metal from a salvage yard. She said he did not use the slim-jim. I interject again, they haven't used those in ages lady! The tool you are describing is one that is in the lockout kit - I even described it to her and said ALL DRIVERS HAVE THEM!! Took the wind out of her sails because she did mention that he scratched her leather in the car but once she discovered that the tool was legit, she chilled out on the "he damaged my car" rant. She said he was rude. She also said that he had no clue as to what he was doing, even though, on my screen, I knew he was there for less than 2 minutes.
I asked if she planned on talking to the fleet supervisor, she said no. I said are you filling out a damage claim, she said no. Then she said that it didn't really matter and she didn't want me to say anything to the supervisor.
Then why in the world did you come over here to complain?
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