Customer called in this morning furious because he was told last night that if he went to a store he would get the same price we offered him in customer care (in my department, we have additional discounts available to eligible accounts when they want to cancel). So he went to the store today and lo and behold, they can't match our price (a common mistake, customers don't know how the company works. The ability of a store to override a price in their system is determined by their regional vice president of sales, and some are ok with it, some say they can't override the price). The call quickly went into a downward spiral into dealing with just another SC. Here's a tip. No matter how many people you speak to, if you get told the same thing by all but 1 person, it doesn't make that person right.
ME: The Queen of Mean
SC: Whiny Lamer
ME: Well, I do see you called in yesterday...
SC: Yeah, at 12 am last night. And she said the store would match your price and if I had any trouble to call and you'd take care of it!
ME (reads vague notes by last rep. This could be tricky. We'll probably have to let him upgrade in the store and credit the difference... Wait a minute. Oh, you douche!): Well... I see that you did indeed call at 12 am, but what you were actually told isn't noted. However, I see you also called at 2pm, 345pm, 4pm, 530pm, 7pm, 830pm, 10pm, and 11pm, and each time you asked about the store price matching our offer. And each of those times, the reps all told you that the stores MAY honor our price, but that we CANNOT guarantee it.
SC: Yeah, they did, but then the last girl said they would. Now I'm getting the run around and you can't just go back on your word.
ME: As I said, all the other reps you spoke to told you there was no way we could guarantee the store would be able to get the same price, and the last rep didn't note anything at all about an in-store price match, just that she offered you $XX.XX for the device.
SC: Well, it's not my fault if she didn't note it, but she said they'd do it.
ME: But, if all the other reps told you otherwise, and 1 person said what you wanted to hear, that doesn't mean she was right.
SC: BUT SHE SAID-
ME: And if she said that, then she was wrong and I apologize. But there is nothing anyone here can do to make the store go beyond a policy set by their regional VP.
SC: This isn't right. What are you going to do for me! I want it for $XX.XX.
ME: Then I will order it for you, and it will be shipped.
SC: I DON'T WANT TO WAIT FOR IT! I WANT IT NOW!
ME: Then you have a chioce. You can buy it in the store for $XXX.XX, or from me for $XX.XX and I'll ship it to you.
SC: *click*
ME: The Queen of Mean
SC: Whiny Lamer
ME: Well, I do see you called in yesterday...
SC: Yeah, at 12 am last night. And she said the store would match your price and if I had any trouble to call and you'd take care of it!
ME (reads vague notes by last rep. This could be tricky. We'll probably have to let him upgrade in the store and credit the difference... Wait a minute. Oh, you douche!): Well... I see that you did indeed call at 12 am, but what you were actually told isn't noted. However, I see you also called at 2pm, 345pm, 4pm, 530pm, 7pm, 830pm, 10pm, and 11pm, and each time you asked about the store price matching our offer. And each of those times, the reps all told you that the stores MAY honor our price, but that we CANNOT guarantee it.
SC: Yeah, they did, but then the last girl said they would. Now I'm getting the run around and you can't just go back on your word.
ME: As I said, all the other reps you spoke to told you there was no way we could guarantee the store would be able to get the same price, and the last rep didn't note anything at all about an in-store price match, just that she offered you $XX.XX for the device.
SC: Well, it's not my fault if she didn't note it, but she said they'd do it.
ME: But, if all the other reps told you otherwise, and 1 person said what you wanted to hear, that doesn't mean she was right.
SC: BUT SHE SAID-
ME: And if she said that, then she was wrong and I apologize. But there is nothing anyone here can do to make the store go beyond a policy set by their regional VP.
SC: This isn't right. What are you going to do for me! I want it for $XX.XX.
ME: Then I will order it for you, and it will be shipped.
SC: I DON'T WANT TO WAIT FOR IT! I WANT IT NOW!
ME: Then you have a chioce. You can buy it in the store for $XXX.XX, or from me for $XX.XX and I'll ship it to you.
SC: *click*
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