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I Wasn't the Rude One Here

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  • #1

    I Wasn't the Rude One Here

    I had a real doozy of a customer on the phone last night. We can send items to customers all over the country, and we can also call for our own customers, and have items sent to them. We also use Fex Ex Smartpost, which many of you know, goes from here, to there, and back again, before its actually delivered.

    So many calls I get regarding these type of sales are customers wanting to know why they haven't received their package yet. We are told to let them know it will be 8-10 business days (and it doesn't always take that long). So I answer the phone, and she begins this story about how she ordered something on Sat, but she knows monday was a holiday, blah, blah blah. I finally get it out of her she just wants the tracking number.

    Ok fine, so I politely tell her I will be happy to take her name and number, and get back to her, as only managers have access to that part of the system. The whole time I am polite and professional, as is she. I then say to her, and perhaps this was not the right thing to say "we are bit busy, so if we don't get back to you tonight, it will definitely be tomorrow morning" I probably should ahve just said "let me find out and get back to you" Only reason i said what i did is sometimes the managers will tell me they don't have time to do what I need, so I didn't want her to get angry if I said I'd call back shortly, and it wasn;'t until today. Welll, she apparently didn't like that, as she then told me:

    I was rude, how the girl who did her sale the other day was SOOOO much more pleasant, and if I was having a bad day, then I needed to put someone ELSE on the phone. Mind you, my tone of voice never changed, nor was I snippy or anything like that. I said to her "ma'am, I'm sorry, it wasn't my intention to be rude" She continued on in that vein, told me THREE times she WOULD be receiving a call back TONIGHT and hung up on me.

    I was so angry, i went in the back and i cried. not because I was upset, but I was so mad she spoke to me like that. It was the icing on the cake of a very frustrating day which began at my FT job.

    I told the manager she could call her back as I was done. and in NO mood to speak to her again. So the manager got her info, called but she didn't pick up, so she just left a message. And I got to go home early

    But I've been there 8 years and never once has ANY customer complained about me. I am nice to them all, bitchy ones, entitled ones, friendly ones. Sure, I might vent in the back after its all said and done, but I have nver ever been rude to any customer. Even the one that threw her bag on the floor and swore at me.
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  • #2
    Quoth Catwoman2965 View Post
    She continued on in that vein, told me THREE times she WOULD be receiving a call back TONIGHT and hung up on me.
    That would be my cue to not forward the information to the supervisor, but instead call her back that night to inform her that the only person who has access to the information had a medical emergency and left early, so it was not possible to get the information she requested until the next day at the earliest. After all, she told you she would be receiving a call back TONIGHT, but she didn't tell you that the call would deliver the information she wanted.
    Any fool can piss on the floor. It takes a talented SC to shit on the ceiling.

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    • #3
      Quoth wolfie View Post
      That would be my cue to not forward the information to the supervisor, but instead call her back that night to inform her that the only person who has access to the information had a medical emergency and left early, so it was not possible to get the information she requested until the next day at the earliest. After all, she told you she would be receiving a call back TONIGHT, but she didn't tell you that the call would deliver the information she wanted.
      Don't I wish, but if she did complain to corporate, I'd be out the door in a heartbeat.

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      • #4
        You were NOT rude. In fact, you were the complete opposite of rude. It was thoughtful of you to let her know she may not get a call until the next day, so she wouldn't be waitng around. I will never understand how people can have such a tenuous grasp on reality. That company is blessed to have you.
        "Is it hot in here to you? It's very warm, isn't it?"--Nero, probably

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        • #5
          Quoth Food Lady View Post
          You were NOT rude. In fact, you were the complete opposite of rude. It was thoughtful of you to let her know she may not get a call until the next day, so she wouldn't be waitng around. I will never understand how people can have such a tenuous grasp on reality. That company is blessed to have you.
          Thakn you! and that is exactly why I said what I said. Because we were busy, and sometimes the managers will say "i don't have time for that now"and then get involved in something else, so whatever needs to get done, doesn't. it was more of an FYI - but more than likely we WOULD have called her back that night. so from now on, I've decided, any calls like that, i will take their info, tell them we will get it and call them back as soon as we can, and let someone ELSE call back. I'm done.

          what's funny is maybe 30 mins or so after she called, my manager called her back and she didn't answer. so she was either sulking and ignoring the phone or it w asn't that important so she went out.

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