And other things customers have said to me over the last couple of weeks.
1. As the title says....
SC calls in with a problem with his internet. At nearly 5PM. After troubleshooting and determining we need to send someone out, I give him the earliest available date which was the next day in the morning hours.
SC: That's not good enough. I Want this done NOW!
Me: Sir, it's close to 5PM and that's when the techs generally go off shift. I'm sorry for your issue but if I found something sooner, I would have given it to you.
SC: Not acceptable! Cancel someone else's appointment and divert his tech to me!
Me: Sir, we can't do that.
SC: Why the hell not?
Me: We have to treat all customers equally, and plus it wouldn't be fair to the other customer.
SC: Well that's poor customer service!
Me: Sir the earliest available is tomorrow morning.
SC: Fine put me in but this is bull!
*click*
2. Heartless #1
Customer calls in wanting to know why her tech canceled on her. I looked in the notes and tech says that he fell behind and it went dark out before he could get to her, but he'll do it first thing in the morning.
SC: Why would he stop just because it went dark out? Come on!
Me: It's a safety issue to try and work in the dark, that's why he rescheduled it.
SC: So? He has insurance! Send him back out now!
Me: It's after 5PM and it's already been rescheduled for tomorrow, so there's nothing I can do right now.
SC: This is lousy customer service, I tell you!
*click*
3. Heartless #2
SC has an issue where her phone line acts up whenever it rains. She demands us send a tech out when it's raining.
Me: I'll try but usually for this type of issue the techs usually wait until it stops raining to do the work.
SC: Why? You need to send him out when it's raining!
Me: For this type of issue he might have to climb a pole that might be shared with electrical lines etc. It's a safety issue basically.
SC: I don't care! Not my problem! Send him out when it's raining or I'm cancelling my service!
Me: I'll schedule you, but there's no guarantee he can come exactly when it's raining.
*click.*
I checked the notes later on, and she requested to cancel because she said we value our employees over her, the customer.
1. As the title says....
SC calls in with a problem with his internet. At nearly 5PM. After troubleshooting and determining we need to send someone out, I give him the earliest available date which was the next day in the morning hours.
SC: That's not good enough. I Want this done NOW!
Me: Sir, it's close to 5PM and that's when the techs generally go off shift. I'm sorry for your issue but if I found something sooner, I would have given it to you.
SC: Not acceptable! Cancel someone else's appointment and divert his tech to me!
Me: Sir, we can't do that.
SC: Why the hell not?
Me: We have to treat all customers equally, and plus it wouldn't be fair to the other customer.
SC: Well that's poor customer service!
Me: Sir the earliest available is tomorrow morning.
SC: Fine put me in but this is bull!
*click*
2. Heartless #1
Customer calls in wanting to know why her tech canceled on her. I looked in the notes and tech says that he fell behind and it went dark out before he could get to her, but he'll do it first thing in the morning.
SC: Why would he stop just because it went dark out? Come on!
Me: It's a safety issue to try and work in the dark, that's why he rescheduled it.
SC: So? He has insurance! Send him back out now!
Me: It's after 5PM and it's already been rescheduled for tomorrow, so there's nothing I can do right now.
SC: This is lousy customer service, I tell you!
*click*
3. Heartless #2
SC has an issue where her phone line acts up whenever it rains. She demands us send a tech out when it's raining.
Me: I'll try but usually for this type of issue the techs usually wait until it stops raining to do the work.
SC: Why? You need to send him out when it's raining!
Me: For this type of issue he might have to climb a pole that might be shared with electrical lines etc. It's a safety issue basically.
SC: I don't care! Not my problem! Send him out when it's raining or I'm cancelling my service!
Me: I'll schedule you, but there's no guarantee he can come exactly when it's raining.
*click.*
I checked the notes later on, and she requested to cancel because she said we value our employees over her, the customer.
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