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Where I work, one of the most dreaded SC's is the "missed installation SC". It wouldn't be that big of a problem if our localized 'HUB" offices had more initiative, but half the time the problem is their fault. But that's a rant for another time, right now I need to blow off some steam:
Today I got a call from a man who, at first seemed very pleasent. I hate those kind because they trick you into thinking you can be genuinelly nice, when really they're just SO bitter at their lives, they have to make sure they make you feel horrible in the sweetest voice possible.
Anyway, the gentleman informed me that he had an installation scheduled for a pm appt, and it was 6pm and the technician never called. Immediatly I launched into my normal routine, because honestly it's very rarely the local installers are going to push up the soonest date, much less get out there the next morning. So I called the local hub office, reached the voicemail that told me the dispatchers we're gone for the day.
At this point the only thing I can do for the poor customers is reschedule, and if it's only the first incident, and only if the customer gets sucky, we can offer 1 month free of service. Well mr. Millionaire did not believe that was enough:
ME: Sir, I cannot apologize enough for all this inconvience. I did give your local area a call, and it looks like the dispatchers have left for the day. What I can do for you now is go ahead and get you rescheduled.
SC: Your kidding me, what do you mean you can't get ahold of them? Fine, go ahead and reschedule me...and what are you going to give me for all this bullshit?
ME: Well sir we can get you in for thursday, and I'm more than willing to offer you your first month of programming off.
SC: THAT'S IT? Do you know who I am? Do you know what I'm worth? I own my own business, and I had to take time off to wait for your lazy technician today, and he couldn't find the time to show up, and i'm going to get 1 month programming? That's what 100$?
ME: Sir, I do apologize that we missed the apt today, but unfortunatly the most I can do for you is reschedule and give you 1 month off.
SC: Lady (ME: Oh no you didn't!) I make 300$ an hour, and you better start rethinking that offer, because 1 month of your stupid tv does not equal 5 hours of my time! (insert excessive ranting, while I do math on my notebook)
ME: Sir, once again I do apologize, but the most we can offer you is one month. In situations like this, if and when they occur, we offer no more. If we were to give you 300$ we couldn't, even with the 18 month commitment, garuntee you would be with us long enough for us to gain a profit. Moreover sir, it was your decision to take time off from work, we work every day of the week. I'll give you 1 month credit sir, and that's all.
...To cut it short he asked for my supervisor, and then our manager, and in the end went to our elevated response team.... who gave him less than I was going to offer him. XD
Today I got a call from a man who, at first seemed very pleasent. I hate those kind because they trick you into thinking you can be genuinelly nice, when really they're just SO bitter at their lives, they have to make sure they make you feel horrible in the sweetest voice possible.
Anyway, the gentleman informed me that he had an installation scheduled for a pm appt, and it was 6pm and the technician never called. Immediatly I launched into my normal routine, because honestly it's very rarely the local installers are going to push up the soonest date, much less get out there the next morning. So I called the local hub office, reached the voicemail that told me the dispatchers we're gone for the day.
At this point the only thing I can do for the poor customers is reschedule, and if it's only the first incident, and only if the customer gets sucky, we can offer 1 month free of service. Well mr. Millionaire did not believe that was enough:
ME: Sir, I cannot apologize enough for all this inconvience. I did give your local area a call, and it looks like the dispatchers have left for the day. What I can do for you now is go ahead and get you rescheduled.
SC: Your kidding me, what do you mean you can't get ahold of them? Fine, go ahead and reschedule me...and what are you going to give me for all this bullshit?
ME: Well sir we can get you in for thursday, and I'm more than willing to offer you your first month of programming off.
SC: THAT'S IT? Do you know who I am? Do you know what I'm worth? I own my own business, and I had to take time off to wait for your lazy technician today, and he couldn't find the time to show up, and i'm going to get 1 month programming? That's what 100$?
ME: Sir, I do apologize that we missed the apt today, but unfortunatly the most I can do for you is reschedule and give you 1 month off.
SC: Lady (ME: Oh no you didn't!) I make 300$ an hour, and you better start rethinking that offer, because 1 month of your stupid tv does not equal 5 hours of my time! (insert excessive ranting, while I do math on my notebook)
ME: Sir, once again I do apologize, but the most we can offer you is one month. In situations like this, if and when they occur, we offer no more. If we were to give you 300$ we couldn't, even with the 18 month commitment, garuntee you would be with us long enough for us to gain a profit. Moreover sir, it was your decision to take time off from work, we work every day of the week. I'll give you 1 month credit sir, and that's all.
...To cut it short he asked for my supervisor, and then our manager, and in the end went to our elevated response team.... who gave him less than I was going to offer him. XD
"You'd feel a Hell of a lot better if you'd just rip into the occasional customer." 
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