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Okay, So my customer service skills are a little known on this board but this one...god, even I was shocked that I got away with this one.
Okay, We’ve got a visit going on from head office and the guy who’s visting pretty much HATES all members of staff and loves to belittle them. I’m trying not to give him any reason to come at me because I’m not in the mood. A guy comes in with a router, lets call it D-Net (not my favourite brand) and it’s got an 11 year manufacturer warrenty. I’ll be fair to D-Net, we’ve not seen many of that particular router come back so they must have got something right. Anyway, his wireless part had just died and the thing was 20 months old. Fine, Contact D-Net and they will drop you a new one ...
SC: Sucky Customer
Flea: Damn Lucky
GM: General manager (Thomas. I’ve mentioned him before)
HO: Head office guy
Flea: So yeah, Call d-net and they’ll sort you
SC: No
Flea: No?
SC: No. My contract is with you.
Flea: in the first 12 months, yes
SC: Under EU (European Union) Law this should last 2 years and I demand a replacement under that law
Flea: Ok, Under EU law we have to contribute to the cost of the repair or replace it, AT OUR CHOICE, for 2 years. The British law gives you 5 years, which is better.
SC: Well I’m telling you under EU law
Flea: Okay, D-Nets own warrenty is better than what you are asking for. Contact them
SC: So you won’t help.
Flea: I can’t. Even under EU or UK Law. There’s nothing I can do
SC: I want your name and head office contact details
Flea: Okay *Gives him a HO details slip and writes my name on it* there you go
SC: Thanks. I’ll be back
Flea: You do that *Under his breath* ya twat
So I finish going about my previous job of sorting out the Reservations...which, I hate but there ya go. A few minutes later, Tommo comes over, SC in tow and Head office guy with him. Tommo starts looking at something on the Solar terminal and SC starts spouting off about this EU law again. Tommow turns to me and asks me about it and I told him
Me: ... *to SC* which is exactly what I said to you earlier
GM: So we can't do anything in store. Flea has already told you that D-Nets warranty is better than what you want so talk to them!
SC: I wan't a swap out, not to be told by the likes of him to fuck right off
Me: Excuse me?!
SC: that was what you told me to do!
this is where my self-control escapes me for a moment. I loose my temper
Me: HEY! Now listen here you! I did not say that to you!
SC: Yes you did
... and I loose it even more
Me: The HELL I did! It's one thing to lie about me but you DO NOT lie about me to my FUCKING FACE!!
...right in front of head office guy. Tommos reaction was one of recoil. He's not used to me being anything other than...well...Me. So yeah, at this point I'm Saked, right? I mean, what gives me the idea I'm keeping my job after swearing at a customer in front of my GM and someone from head office.
The SC leaves and I slip quietly back into my job, everyone in Tech looking at me when my back is turned and thinking to themselves "Nice knowing you"
So later I get called into the office....this is what happens
GM: Flea, Come in
Me: *walks in slowly*
HO: That customer earlier....
Me: Yeah, about that....
HO: Let me finnish. Well done on how you handled him. Not exactly company policy but effective. This is for you *holds out a Gift card for the store
Me: Bu...wh...huh?!!
GM: Flea has been with us for a few years. he's well experienced, knows what he's doing and is a hard worker
Me: wha...this...huh?!!!
I still can't believe that I am still employed
Okay, We’ve got a visit going on from head office and the guy who’s visting pretty much HATES all members of staff and loves to belittle them. I’m trying not to give him any reason to come at me because I’m not in the mood. A guy comes in with a router, lets call it D-Net (not my favourite brand) and it’s got an 11 year manufacturer warrenty. I’ll be fair to D-Net, we’ve not seen many of that particular router come back so they must have got something right. Anyway, his wireless part had just died and the thing was 20 months old. Fine, Contact D-Net and they will drop you a new one ...
SC: Sucky Customer
Flea: Damn Lucky
GM: General manager (Thomas. I’ve mentioned him before)
HO: Head office guy
Flea: So yeah, Call d-net and they’ll sort you
SC: No
Flea: No?
SC: No. My contract is with you.
Flea: in the first 12 months, yes
SC: Under EU (European Union) Law this should last 2 years and I demand a replacement under that law
Flea: Ok, Under EU law we have to contribute to the cost of the repair or replace it, AT OUR CHOICE, for 2 years. The British law gives you 5 years, which is better.
SC: Well I’m telling you under EU law
Flea: Okay, D-Nets own warrenty is better than what you are asking for. Contact them
SC: So you won’t help.
Flea: I can’t. Even under EU or UK Law. There’s nothing I can do
SC: I want your name and head office contact details
Flea: Okay *Gives him a HO details slip and writes my name on it* there you go
SC: Thanks. I’ll be back
Flea: You do that *Under his breath* ya twat
So I finish going about my previous job of sorting out the Reservations...which, I hate but there ya go. A few minutes later, Tommo comes over, SC in tow and Head office guy with him. Tommo starts looking at something on the Solar terminal and SC starts spouting off about this EU law again. Tommow turns to me and asks me about it and I told him
Me: ... *to SC* which is exactly what I said to you earlier
GM: So we can't do anything in store. Flea has already told you that D-Nets warranty is better than what you want so talk to them!
SC: I wan't a swap out, not to be told by the likes of him to fuck right off
Me: Excuse me?!
SC: that was what you told me to do!
this is where my self-control escapes me for a moment. I loose my temper
Me: HEY! Now listen here you! I did not say that to you!
SC: Yes you did
... and I loose it even more
Me: The HELL I did! It's one thing to lie about me but you DO NOT lie about me to my FUCKING FACE!!
...right in front of head office guy. Tommos reaction was one of recoil. He's not used to me being anything other than...well...Me. So yeah, at this point I'm Saked, right? I mean, what gives me the idea I'm keeping my job after swearing at a customer in front of my GM and someone from head office.
The SC leaves and I slip quietly back into my job, everyone in Tech looking at me when my back is turned and thinking to themselves "Nice knowing you"
So later I get called into the office....this is what happens
GM: Flea, Come in
Me: *walks in slowly*
HO: That customer earlier....
Me: Yeah, about that....
HO: Let me finnish. Well done on how you handled him. Not exactly company policy but effective. This is for you *holds out a Gift card for the store
Me: Bu...wh...huh?!!
GM: Flea has been with us for a few years. he's well experienced, knows what he's doing and is a hard worker
Me: wha...this...huh?!!!
I still can't believe that I am still employed
Hey! He could think you're management material now! Join the Dark Side!
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