Complaint Issue I Heard About Tonight

[lobo94]

Hi-I'd say this is a bit of both Sucky Customer and Cursing Out Coworkers


I was talking with one of my co-workers in the land of storage, and heard about this little gem.

Some months ago, a customer called in to lodge a complaint about a rep she said hung up on her. The rep she speaks to files the complaint.

Here is the part where it gets messed up. The rep the SC had been talking to had, during the course of the call, had a stroke, keeled over onto the floor, and died a few days later. The rep who took the call knew of this.

I can see documenting in case the Quality Department listened to the second rep's call-but all things considered, if it had been me, I'd have just listened, and let it pass. No sense in filing a complaint against someone no longer with us. I'd have been very hard-pressed to keep from saying to the SC, "The rep you're complaining about is dead! Keeled over while talking to you!"

Bloody stupid!

[Mongo Skruddgemire]

Why? I'd have told the truth.

"I'm sorry for the poor service you received but the rep you were dealing with suffered a stroke while working on your call and died a short time later."

No snarky tones, no sarcastic comments. Just the pure emotionless truth.

[Lyse]

Holy shit! That's just...I don't even... Who the hell makes a complaint that someone had a stroke while serving them?!?!

[BuryMe]

Holy shit! That's just...I don't even... Who the hell makes a complaint that someone had a stroke while serving them?!?!

If it's over the phone, you probably wouldn't know.

Honestly, if I was the customer, and the rep suddenly seemed to have hung up on me, I would be pretty upset, too. Though I would obviously understand the gravity of the situation if I later found out they'd had a stroke.

[Pizzacommando]

Phht, death is no excuse for poor service in SC land

[Slayer]

Seems like the customer was doing the right thing in calling to complain as long as being hung up on is all she knew about.

As for the coworker, telling a manager and putting a note in the customer's file would have be fine. Filing a complaint? Useless.

[PepperElf]

let me guess... corporate compensated the customer for the inconvenience?

[bainsidhe]

Unless the customer knew the rep pretty well (like it's a small business and they're a regular), I wouldn't say anything about the medical issue because it's simply none of their damn business. At the same time, there's a difference between going through the motions on what you know is a pointless complaint versus actually filing it. So I'm like

[2gigch1]

Sadly I think it is smart to go through the full process so if the caller decides to be really sucky and follow through with another phone call a manager can explain that 'the system was followed and this is what really happened.'

Over something as clear cut as this, CYA.