seriously?

[vacation_rentals_suck]

Guest: Dave, I am so pissed. One of my guests who is here as part of our wedding group checked in and was given a welcome basket with the wrong name and unit number on it

Me: well all the baskets are the same

Guest: I know all the baskets are the same but you completely missed the point. The point is you gave him a basket that was for another guest. I dont care if they are all the same. We put labels on those baskets for a reason so that we could keep track of which guests got their baskets. Now everything is out of whack and its unacceptable to me.

Me: ok would you like us to switch the basket out for the one with the guest's name on it?

Guest: how dare you make light of this

Me: I am not making light of it

Guest: You are. What you're going to do is go down there and take him the correct basket and pick up the one that was supposed to go to the Olson's and take it to them at their unit and I want you to apologize to them. Here we were thinking the Olson's had already checked in and low and behold, some dumbass screwed it up. It has already been one disaster after another with the bimbo on the phone giving us the wrong phone number for one of the restaurants and just subpar service all around. I will never come here again.

Me: I am sorry you feel that way

Guest: oh you dont care, Dave. Nobody in your company does. Now get those baskets switched pronto.

Me: ok

[Sheldonrs]

And speaking of basket cases...

[Plaidman]

And speaking of basket cases...

Off day? You normally can do better.

[Sheldonrs]

Off day? You normally can do better.

But Let's Observe Why Mr. Expectations

[tollbaby]

Dave... wow... you get some special little snowflakes in your corner of the world, don't you? Imagine how perfect and boring these people's lives must be for THIS to be their hugest concern....

But, you know, I shouldn't make light of it

[RecoveringKinkoid]

But Let's Observe Why Mr. Expectations

Dude? One day, they are going to come for you. I will die laughing and it will be your fault and they will come for you.

EDIT: That was the wrong thing to say to you. Wasn't it.

[dalesys]

Dude? One day, they are going to come for you...

T'would be only turn about.

[Mr Hero]

Me: ok would you like us to switch the basket out for the one with the guest's name on it?

Guest: how dare you make light of this

Me: I am not making light of it

Guest: You are. What you're going to do is go down there and take him the correct basket and pick up the one that was supposed to go to the Olson's and take it to them at their unit and I want you to apologize to them.

Isn't this exactly what Dave proposed?

[Ironclad Alibi]

Isn't this exactly what Dave proposed?

Why would that make any difference to an SC?

[Plaidman]

But Let's Observe Why Mr. Expectations

Oh that just sucks....

[NiennasMaid]

But Let's Observe Why Mr. Expectations

Dadgum rule one...

[Anakah]

It took me a bit to get what Sheldonrs wrote but it sure made me laugh my ass off when I figured it out!! That was too awesome.

But after reading a lot of your posts, your job is like SC central. You have nerves of steel. I don't know if I could handle your job. That lady was a nutzoid bitch.

[Ree]

Isn't this exactly what Dave proposed?

That's true, but I have to wonder if Dave may have unknowingly been giving off a vibe that he wasn't really taking the situation as seriously as the customer wanted, and that's why they were upset.
Yes, in the end, what they demanded was what he proposed, but it may have been his tone that set them off.

(This is definitely not a 'failing to see the suck" comment, because in no way do I excuse the way the customer behaved. The thing is, Dave does seem to get more than his share of irrational customers, so I would have to wonder if there isn't something in the way he approaches them that could be setting them off. After all, he did leave the job and then come back to it after a secret caller had an issue with the way he presented himself on the phone.

As someone with over 30 years of customer service seeing a lot of customer transactions go both smoothly and rocky, I really have to wonder if there must be a small part of his approach to his customers that contributes to the escalation.

I have seen some customers go right off the deep end after a simple mistake, and when it gets traced back, we find out that it wasn't just that one mistake. It was a series of problems, and that one final mistake became the proverbial straw on the camel's back. In this case, it seems they had a problem with being given a wrong number for a restaurant. Once the problem with the baskets also cropped up, exaggeration became the customer's tool, and that became a major incident, resulting in a claim of "poor service all around". )

It may have seemed like a trivial matter to Dave, and to those who responded in his defense, but I can sort of see why the customer was complaining.
They were figuring out which of their wedding party guests were registered based on which gift baskets were gone, and, because the wrong basket was given out, they assumed someone was in attendance when they weren't, and they did not realize that the actual guests had registered yet.

In a wedding party, that can be kind of important. Not to mention, nerves are usually stretched to the breaking point when it comes to weddings.

All of that aside, there is never any need for name calling and overreactions.
Life is too short to get all stressed out over gift baskets.

The customer needed to take a deep breath and realize it was a simple error, and one that was easily fixed.

[poofy_puff]

I agree with what Ree just said and I'd like to point out something else. Dave said "well the baskets are all the same". I do not think it was an issue what was IN the baskets, as Ree mentioned. I envision that Dave might have said instead, "I'm very sorry about that, would you like someone to come and exchange the baskets or is the situation being handled by someone in your party?"

Very likely, the "SC" would have reacted differently to something like that. "Well the they're all the same" sounds like "stop whining and be glad you got what you got." I realize that's maybe what the OP was THINKING, but I wonder if it comes across in his tone of voice and/or choice of words.

Having said all that, there are some real EW's out there and I do enjoy reading VRS's posts.

[Sheldonrs]

Dude? One day, they are going to come for you. I will die laughing and it will be your fault and they will come for you.

EDIT: That was the wrong thing to say to you. Wasn't it.

Not totally wrong. You just need to change one of the prepositions. Not "for", ON.