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I had a call from a customer in a rural area today. Her brand new pool heater doesn’t work. I get some info from her, consult with our engineer and we come to the conclusion there is most likely a gas leak. I advise the customer I will need to call the closest service agent we have listed (about 80km away) and see how quickly I can get someone there)
I call said agent and they are booked for the next 2 weeks. (not good)
So I decide to call a repairer (for different product) in the customer’s local area and ask if they know anyone local who could help. They give me details of local company, I call them, and they can go tomorrow.
I call the customer back (Note: this has been about 35 mins since my first contact with the customer)
Me: Hi this is >raw456< from >company< calling back about your heater. Now our regular technician is currently booked up for the next 2 weeks, but I have located another repairer in your local area who is more than happy to look at your heater. I can have a service man out there tomorrow afternoon
SC: That’s not good enough! I want someone here today!
Me: I’m sorry Maam, but tomorrow is the earliest appointment I could get.
SC: But I run a swim school! I need the pool heated!!!! Someone needs to be here today!!!!!
Me: I appreciate the circumstances Maam, but unfortunately, tomorrow is the earliest I can have someone out to you.
SC: Well that’s not good enough! Blah Blah Blah. What’s the company’s name? I will call them myself and demand that they come today!
Me: *gives number* - So would you like me to book the service call for you?
SC: I’ll get back to you *hangs up* (no goodbye or anything)
I wait about an hour, customer doesn’t call back. So I call the repairer and advise them that I may not require their services. Girl of the other end tells me customer has called, demanded they come today; she passed the call to her manager. Girl advises me that if I still want the job done tomorrow, I need to book it in in the next hour.
I wait another 30 mins then call the customer to check if she still wants the booking.
SC: Oh! I’ve spoken to >manager< and I’m waiting for him to call me back. He has a guy in the area and he’s going to fit me in once he’s finished his current job
Me:*this was news to me. I knew for a fact their was no way they could attend today*
Me: So, you want me to log the service call and book it?
SC: Well of course! And you know what? This is very poor service!
Me: *WTF*
Uh? Excuse me?
SC: Yes! Very poor! If your product breaks down, you should fix it same day. I shouldn’t have to wait!
*and I should be a size 6 supermodel, but life is so unfair*
ME: Well Maam, I’m sorry you feel that 24hrs is unacceptable, but you do live in a rural area where we have NO listed agents.
SC: That’s no excuse! I should be able to have anything I buy fixed when I want it fixed
Me: I’m sorry you feel that way.
Customer mumbles something else, says goodbye and hangs up.
Seriously though – What do people want from service depts.? Unless you’re on a life support machine, 24hrs is quite an acceptable turn around time for a repair. And I guarantee this is not the last I hear of this. I just have a feeling that this one will turn out to be a major issue with the unit and I will get all kinds of grief from her.
I call said agent and they are booked for the next 2 weeks. (not good)
So I decide to call a repairer (for different product) in the customer’s local area and ask if they know anyone local who could help. They give me details of local company, I call them, and they can go tomorrow.
I call the customer back (Note: this has been about 35 mins since my first contact with the customer)
Me: Hi this is >raw456< from >company< calling back about your heater. Now our regular technician is currently booked up for the next 2 weeks, but I have located another repairer in your local area who is more than happy to look at your heater. I can have a service man out there tomorrow afternoon
SC: That’s not good enough! I want someone here today!
Me: I’m sorry Maam, but tomorrow is the earliest appointment I could get.
SC: But I run a swim school! I need the pool heated!!!! Someone needs to be here today!!!!!
Me: I appreciate the circumstances Maam, but unfortunately, tomorrow is the earliest I can have someone out to you.
SC: Well that’s not good enough! Blah Blah Blah. What’s the company’s name? I will call them myself and demand that they come today!
Me: *gives number* - So would you like me to book the service call for you?
SC: I’ll get back to you *hangs up* (no goodbye or anything)
I wait about an hour, customer doesn’t call back. So I call the repairer and advise them that I may not require their services. Girl of the other end tells me customer has called, demanded they come today; she passed the call to her manager. Girl advises me that if I still want the job done tomorrow, I need to book it in in the next hour.
I wait another 30 mins then call the customer to check if she still wants the booking.
SC: Oh! I’ve spoken to >manager< and I’m waiting for him to call me back. He has a guy in the area and he’s going to fit me in once he’s finished his current job
Me:*this was news to me. I knew for a fact their was no way they could attend today*
Me: So, you want me to log the service call and book it?
SC: Well of course! And you know what? This is very poor service!
Me: *WTF*
Uh? Excuse me?SC: Yes! Very poor! If your product breaks down, you should fix it same day. I shouldn’t have to wait!
*and I should be a size 6 supermodel, but life is so unfair*
ME: Well Maam, I’m sorry you feel that 24hrs is unacceptable, but you do live in a rural area where we have NO listed agents.
SC: That’s no excuse! I should be able to have anything I buy fixed when I want it fixed
Me: I’m sorry you feel that way.
Customer mumbles something else, says goodbye and hangs up.
Seriously though – What do people want from service depts.? Unless you’re on a life support machine, 24hrs is quite an acceptable turn around time for a repair. And I guarantee this is not the last I hear of this. I just have a feeling that this one will turn out to be a major issue with the unit and I will get all kinds of grief from her.
--I could easily 'jack this thread with tales of going the extra mile to get bitched out in the end.
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