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Okay. Not so very long ago, I inherited a situation from the people that addressed it previously. The SC in question called on this past Wednesday to get the address to one of our storage facilities. Her intent was to come up with a truck to empty her unit.
An access was not scheduled. And of course, she's calling while she is on her way to the facility. Depending on the facility, we generally ask at least 24 hours notice for a container access-to give us enough time to pull the container. Customer maintains that she did call. The first rep who gets this SC tries to call the location to see if there is anything we could possibly do. Warehouse manager advises no staff available, and that he's getting ready to shut down early due to the holiday. SC is advised, and isn't happy. She hangs up, then calls back, saying the first rep hung up on her, and demanding a supervisor.
Enter Lobo. I call the location, and still no dice. I advise the customer of this. I see where she had called the day before, so I request that the call be reviewed. The SC says she shouldn't be penalized for our mistake, and starts threatening to sue, saying she didn't care what we had to do, that we'd better have her container out that day.
I ended up giving it to a supervisor.
The call review results? The customer had called in to get our hours and address, but before anything more could be done, the call was ended on the customer's end. SC never called back until the next day. We left a message advising of our findings, and that if she had any questions, call us.
What I would have loved to tell this person-"Excuse me, but you called in, and then hung up before we could do anything. You didn't call back to follow up. I fail to see where that's our problem."
An access was not scheduled. And of course, she's calling while she is on her way to the facility. Depending on the facility, we generally ask at least 24 hours notice for a container access-to give us enough time to pull the container. Customer maintains that she did call. The first rep who gets this SC tries to call the location to see if there is anything we could possibly do. Warehouse manager advises no staff available, and that he's getting ready to shut down early due to the holiday. SC is advised, and isn't happy. She hangs up, then calls back, saying the first rep hung up on her, and demanding a supervisor.
Enter Lobo. I call the location, and still no dice. I advise the customer of this. I see where she had called the day before, so I request that the call be reviewed. The SC says she shouldn't be penalized for our mistake, and starts threatening to sue, saying she didn't care what we had to do, that we'd better have her container out that day.
I ended up giving it to a supervisor.
The call review results? The customer had called in to get our hours and address, but before anything more could be done, the call was ended on the customer's end. SC never called back until the next day. We left a message advising of our findings, and that if she had any questions, call us.
What I would have loved to tell this person-"Excuse me, but you called in, and then hung up before we could do anything. You didn't call back to follow up. I fail to see where that's our problem."
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