dbbrock1
07-01-2005, 09:12 PM
This is just a little venting on a conversation I had with a psycho customer.
I was told by an employee that a customer requested that the president of the company call her. I'm given a brief description of what the problem was. Basically she forgot her password and was pissed that we wouldn't reset it for her unless she provided verification. We request that she give us the last 4 digits of her card number. She replies with 4 digits which aren't the number we have on file. My employee said to her that we can't change the password since she didn't provide the proper number. She continues on saying "we have so many cards so just call me at xxx-xxx-xxxx(not listed as a contact number for the account) so we can move on and have this password changed" and says she's going to sue us and report us to the BBB blah blah blah. My employee calls the number listed as the phone contact for the account to verify the password change. He stated he was unable to get through.
That's where the problem left off and where I pick up at with the phone conversation.
I call the woman, state that she needs to explain to me her issue.
After I say that, she explodes and starts yelling like a loonatic. She claims that my employee responded to her in a unprofessional manner by making his reply "too personal"(meaning he wasn't polite). After reading her reply to the ticket and reading my employee's reply to the ticket, his attitude was well waranted in my opinion. Anyway, after she comments about how "personal" he was and how it should only be "kept to business", she proceeds to tell me how I "will never be successful" and how I'm "a liar". Now I'll admit... I was a smart *** on the phone, but after she said all that, I'm intitled. Mind you, not once did I make a single personal remark about her or even raise my voice.
What made it so ironic and hypocritical was that she was yelling and screaming because my employee was being "too egotistical and personal", but then she can go and say all that above and clearly take an emotional interest in the issue. She struck me as the type of person who, as long as they can take something away from you, will do anything no matter how much a loss to them. I have no doubt she will try and sue me and I have no doubt I'd win if she does. But I still sucks to know I'll have to spend the money and time to defend myself.
Now I fully agree with the saying "the customer is always right". However, there are limitations or exceptions. And that, was definitely an exception to the saying.
If I had a copy of the conversation I would post it so you all could see how absurd her claims were.
It basically went like this:
1) I call - say hello, and that I need a rundown on her issue
2) She starts yelling telling me I should know exactly what's going before I even call her. She proceeds to tell me how I should run my business and that since she had a problem we should have called her up from the get go. We don't offer phone support and the customer is made aware of that.
3) I turn my light hearted willing to help attitude into my emotionally detatched smart *** state.
4) She says that I will "never be sucessful"
5) She then states, that she's going to email me all her previous correspondence with my employee. Then she gives me a command "you're going to call me back as soon as I send these and you read them immediately"
6) I hate getting told what to do so I told her I'll read them after I go back to sleep and wake up. Yes yes yes...I know, highly unprofessional. But at this point I really had no concern for what she thought of my company, because frankly I didn't want her business anymore.
7) She gets even more pissed.
8) I call her back an hour later after reviewing everything she sends to me. Before I say anything, she says hold on one minute I have to put someone on three way. I figured it was her lawyer. It either was her lawyer or just some BS she was trying to scare me with. I state that I reviewed everything and that my employee followed procedure and did everything properly and that I can't do anything for her.
9) She says "you called me back just to tell me that?"
10) I say yes
11) she continues to yell and scream. At this point I'm not paying attention to what she's saying.
12) about 10 minutes later I tell her I'll issue her 3 months of free service out of good will and that the issue of 3 months is no admission to guilt or fault on our end.
And that's where it ended.
I was told by an employee that a customer requested that the president of the company call her. I'm given a brief description of what the problem was. Basically she forgot her password and was pissed that we wouldn't reset it for her unless she provided verification. We request that she give us the last 4 digits of her card number. She replies with 4 digits which aren't the number we have on file. My employee said to her that we can't change the password since she didn't provide the proper number. She continues on saying "we have so many cards so just call me at xxx-xxx-xxxx(not listed as a contact number for the account) so we can move on and have this password changed" and says she's going to sue us and report us to the BBB blah blah blah. My employee calls the number listed as the phone contact for the account to verify the password change. He stated he was unable to get through.
That's where the problem left off and where I pick up at with the phone conversation.
I call the woman, state that she needs to explain to me her issue.
After I say that, she explodes and starts yelling like a loonatic. She claims that my employee responded to her in a unprofessional manner by making his reply "too personal"(meaning he wasn't polite). After reading her reply to the ticket and reading my employee's reply to the ticket, his attitude was well waranted in my opinion. Anyway, after she comments about how "personal" he was and how it should only be "kept to business", she proceeds to tell me how I "will never be successful" and how I'm "a liar". Now I'll admit... I was a smart *** on the phone, but after she said all that, I'm intitled. Mind you, not once did I make a single personal remark about her or even raise my voice.
What made it so ironic and hypocritical was that she was yelling and screaming because my employee was being "too egotistical and personal", but then she can go and say all that above and clearly take an emotional interest in the issue. She struck me as the type of person who, as long as they can take something away from you, will do anything no matter how much a loss to them. I have no doubt she will try and sue me and I have no doubt I'd win if she does. But I still sucks to know I'll have to spend the money and time to defend myself.
Now I fully agree with the saying "the customer is always right". However, there are limitations or exceptions. And that, was definitely an exception to the saying.
If I had a copy of the conversation I would post it so you all could see how absurd her claims were.
It basically went like this:
1) I call - say hello, and that I need a rundown on her issue
2) She starts yelling telling me I should know exactly what's going before I even call her. She proceeds to tell me how I should run my business and that since she had a problem we should have called her up from the get go. We don't offer phone support and the customer is made aware of that.
3) I turn my light hearted willing to help attitude into my emotionally detatched smart *** state.
4) She says that I will "never be sucessful"
5) She then states, that she's going to email me all her previous correspondence with my employee. Then she gives me a command "you're going to call me back as soon as I send these and you read them immediately"
6) I hate getting told what to do so I told her I'll read them after I go back to sleep and wake up. Yes yes yes...I know, highly unprofessional. But at this point I really had no concern for what she thought of my company, because frankly I didn't want her business anymore.
7) She gets even more pissed.
8) I call her back an hour later after reviewing everything she sends to me. Before I say anything, she says hold on one minute I have to put someone on three way. I figured it was her lawyer. It either was her lawyer or just some BS she was trying to scare me with. I state that I reviewed everything and that my employee followed procedure and did everything properly and that I can't do anything for her.
9) She says "you called me back just to tell me that?"
10) I say yes
11) she continues to yell and scream. At this point I'm not paying attention to what she's saying.
12) about 10 minutes later I tell her I'll issue her 3 months of free service out of good will and that the issue of 3 months is no admission to guilt or fault on our end.
And that's where it ended.