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How many times have you heard it? "It's not for the money, it's for the principle!"
Now, background.
In February last year the outsourcing company I work for took over an account from a different outsourcing company. It involves phone support for an online-only shop. Chasing orders, explaining payment methods, all that.Piece of cake - one hopes.
Well, the first call for this account was taken by Yours Truly. And it started with "It is the tenth time I call you". Problem was - the previous outsourcing company had not transferred their records to us. They never did, by the way.
Anyway, back to the customer.
At first I try to take his details, but he insists that "we have them". I finally get them using the "security" loophole - I know who he says he is but I need him to confirm his identity so I am sure that he really is who he says. Works fine.
Then he asks why he hasn't received "his refund" yet. I check against his name, we have an order for a single item with a value of approximately 25 Euro. There is no record of anyone having arranged to send him a refund (and those should have staid, as the orders database had remained online) - nor of him having sent his item back.
My supervisor, who has rushed by my side in case the customer asked questions that would stump me, asks me to forward him customer number and order number to verify his entitlement to a refund. He moans a bit, but accepts.
A couple of hours later, I call him back to tell him that he will be refunded on the credit/debit card he had used for the original payment. At which he goes into a sudden blind rage shouting that HE CLOSED THE [choice word] CARD BECAUSE [company I work for] WAS SCAMMING HIM AND HE WANTS THE MONEY IMMEDIATELY. I ask him for the code of a different card, that he refuses to provide. I insist, as instructed, that we can not process any other type of refund, and that he will need to give me his Credit Card number so I can refund his 25 Euro. He starts shouting again saying that HE WILL SUE ME, NOT THE COMPANY, ME PERSONALLY, AS I ASKED FOR HIS PRIVATE DETAILS AND HE DOESN'T HAVE TO PROVIDE THEM TO ANYBODY. I explain, still calmly (patience, patience) that he doesn't need to give me any details - however, if he wants to have his money back he will have to provide them. He repeats that IT IS MY FAULT THAT HE NEVER RECEIVED HIS ITEM, HE WILL SUE ME PERSONALLY, HE HAS MONEY, IT IS NOT FOR THE 25 EURO. And hangs up.
Without asking the name of the person he planned to sue
Now, background.
In February last year the outsourcing company I work for took over an account from a different outsourcing company. It involves phone support for an online-only shop. Chasing orders, explaining payment methods, all that.Piece of cake - one hopes.
Well, the first call for this account was taken by Yours Truly. And it started with "It is the tenth time I call you". Problem was - the previous outsourcing company had not transferred their records to us. They never did, by the way.
Anyway, back to the customer.
At first I try to take his details, but he insists that "we have them". I finally get them using the "security" loophole - I know who he says he is but I need him to confirm his identity so I am sure that he really is who he says. Works fine.
Then he asks why he hasn't received "his refund" yet. I check against his name, we have an order for a single item with a value of approximately 25 Euro. There is no record of anyone having arranged to send him a refund (and those should have staid, as the orders database had remained online) - nor of him having sent his item back.
My supervisor, who has rushed by my side in case the customer asked questions that would stump me, asks me to forward him customer number and order number to verify his entitlement to a refund. He moans a bit, but accepts.
A couple of hours later, I call him back to tell him that he will be refunded on the credit/debit card he had used for the original payment. At which he goes into a sudden blind rage shouting that HE CLOSED THE [choice word] CARD BECAUSE [company I work for] WAS SCAMMING HIM AND HE WANTS THE MONEY IMMEDIATELY. I ask him for the code of a different card, that he refuses to provide. I insist, as instructed, that we can not process any other type of refund, and that he will need to give me his Credit Card number so I can refund his 25 Euro. He starts shouting again saying that HE WILL SUE ME, NOT THE COMPANY, ME PERSONALLY, AS I ASKED FOR HIS PRIVATE DETAILS AND HE DOESN'T HAVE TO PROVIDE THEM TO ANYBODY. I explain, still calmly (patience, patience) that he doesn't need to give me any details - however, if he wants to have his money back he will have to provide them. He repeats that IT IS MY FAULT THAT HE NEVER RECEIVED HIS ITEM, HE WILL SUE ME PERSONALLY, HE HAS MONEY, IT IS NOT FOR THE 25 EURO. And hangs up.
Without asking the name of the person he planned to sue
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