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So I'm having an ongoing issue with an idiotic customer that will not take a settlement or resolution for an issue that's been ongoing since Tuesday. Lady calls up on Tuesday night to complain about an order of flowers she had sent out. Her complaint was... wait for it........
there was one less rose in the arrangement she sent out than the photograph online. I explained to her on Tuesday night that the photo clearly states it is the deluxe size and she ordered the regular size so it stands to reason it's going to have one rose or more less than the photograph and the item description clearly states that components may vary based upon what is available and what's actually in season. So I offer to refund her the cost of one rose. She refuses. I offer to completely refund the order and send out a new one with the number of items she is asking for at a discount. That's not good enough either. She hangs up on me, I note the account and move on.
Wednesday night she calls back, gets me again and starts demanding something be done because we have just ruined her life by shorting her one rose in the order, she's a good customer, we owe her, blah blah blah blah blah. I explain company policy and make all the same offers I made the night before while she's getting increasingly more hostile. And just like that we're in "I will get you fired for not doing what I want to retain me as a customer!!!! Give me your supervisor!! NOW! I. Will. Have. Your. Jobbbbbbbbb!"
Now at this point I still don't know what exactly this woman wants me to do, I've offered to refund the cost of the rose, refund the entire arrangement and get the arrangement out the way she wants it but she's still refusing. Telling her that there is no one to talk to her up the food chain really makes her crazy and she demands that management call her the next day. I note the account and put in a request that someone call Crazy Cakes and see what her issues are.
Tonight, she pops up in my queue again, calmer this time, wanting to know why management has not called her back. I made all the same offers again and she refuses, demanding to talk to the boss. I tell her she's going to have to call back during customary business hours. She snippily informs me she'll be doing no such thing because she actually works for a living while we sit on our asses. More ranting, crying, claiming of emotional duress caused by lack of one rose and insanity before I kick her over to the one customer service rep doing order clean up.. she tries to help Crazy and it's lather, rinse, repeat.
Neither of us have a clue what exactly she's angling for, we've offered to refund the item she says was missing, we've ordered replacement and discount but nothing makes her happy and she will not tell us what she actually wants.
Anyone have a clue what the demand will be once it comes?
there was one less rose in the arrangement she sent out than the photograph online. I explained to her on Tuesday night that the photo clearly states it is the deluxe size and she ordered the regular size so it stands to reason it's going to have one rose or more less than the photograph and the item description clearly states that components may vary based upon what is available and what's actually in season. So I offer to refund her the cost of one rose. She refuses. I offer to completely refund the order and send out a new one with the number of items she is asking for at a discount. That's not good enough either. She hangs up on me, I note the account and move on.
Wednesday night she calls back, gets me again and starts demanding something be done because we have just ruined her life by shorting her one rose in the order, she's a good customer, we owe her, blah blah blah blah blah. I explain company policy and make all the same offers I made the night before while she's getting increasingly more hostile. And just like that we're in "I will get you fired for not doing what I want to retain me as a customer!!!! Give me your supervisor!! NOW! I. Will. Have. Your. Jobbbbbbbbb!"
Now at this point I still don't know what exactly this woman wants me to do, I've offered to refund the cost of the rose, refund the entire arrangement and get the arrangement out the way she wants it but she's still refusing. Telling her that there is no one to talk to her up the food chain really makes her crazy and she demands that management call her the next day. I note the account and put in a request that someone call Crazy Cakes and see what her issues are.
Tonight, she pops up in my queue again, calmer this time, wanting to know why management has not called her back. I made all the same offers again and she refuses, demanding to talk to the boss. I tell her she's going to have to call back during customary business hours. She snippily informs me she'll be doing no such thing because she actually works for a living while we sit on our asses. More ranting, crying, claiming of emotional duress caused by lack of one rose and insanity before I kick her over to the one customer service rep doing order clean up.. she tries to help Crazy and it's lather, rinse, repeat.
Neither of us have a clue what exactly she's angling for, we've offered to refund the item she says was missing, we've ordered replacement and discount but nothing makes her happy and she will not tell us what she actually wants.
Anyone have a clue what the demand will be once it comes?
t in the other and see which gets filled first.
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