Customer was talking to me and needed to be called back.I aksed her when would be convenient to be called back that afternoon she said anytime.I asked iof she could be more specific she said put 3.30. I confirmed she said 3.30 and marked this in the callback diary.
At the end of the phone call I said "thank you for calling today and we will be calling you back at 3.30"
At this customer became angry and said "Can't you put a different time? I willbe picking my children up from school at 3.30" I pointed out to her that it was HER who had said .3.30 but she was adamant that I should have realised this would be inconvenient.
I STILL don't understand customers and I have been studying them for many years.
At the end of the phone call I said "thank you for calling today and we will be calling you back at 3.30"
At this customer became angry and said "Can't you put a different time? I willbe picking my children up from school at 3.30" I pointed out to her that it was HER who had said .3.30 but she was adamant that I should have realised this would be inconvenient.
I STILL don't understand customers and I have been studying them for many years.
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