My most recent role was for pet food company which was all based online and didn’t stock into any stores. As customer service we dealt with (horrendous) customers over phone, email and chat. The majority of queries were from angry old people who couldn’t use computers or late delivery queries.
A little relevant background on the website; when you sign up you enter your postcode and it gives you a drop down menu with all the available addresses under that postcode. An extremely standard thing that pretty much all websites do. As staff we can change your address for you but not choose your address at sign up and we also have a system to see all clicks and move you make on the website.
Anyway, on that glorious day my phone started doing its dreaded ringtone and I braced myself for yet another shitty customer. From now on known as HSL (horse sanctuary lady).
Me: Good afternoon welcome to [business] my name is BigEyesBambi, how can I help?
HSL: Yes. You PEOPLE keep delivering my parcel to the wrong address . IT IS NOT hard. This is ridiculous
Me: (actually genuinely as the delivery service are known to be useless) Oh no, I’m so sorry to hear this. Let’s get this rectified for you. Can I please take your [details to find account]
HSL: ok BUT this is ridiculous. It’s not hard, just deliver it to my address it’s in the account. This is ridicous.
Me: I’m sorry about that, could I just take [details] and run through some security and I will get straight on it.
Her: why the hell do you need [details]???? I entered my [details] on your website, which is ridiculously hard to use by the way.
Me: I’m sorry about that I just need to confirm quickly for security.
Then follows her reluctantly giving me her details and confirming her identity. I look at her address and notice is a Horse and Pony sanctuary and I’m about to comment on it as I love animals but she cuts in abruptly
HSL: yes anyway, for some reason you stupid people have been delivering my order to the national horse and pony sanctuary next door. It’s absolutely ridiculous. My address is clearly on my account and what’s more the driver told me the HORSE AND PONY SANCTUARY PEOPLE HATE ME NOW AND ARE TALKING ABOUT ME AND SAYING THEY ARE ANGRY AT ME. HOW COULD YOU DO THIS????
Me: okay well looking at our account I can see the horse and pony sanctuary is listed as the address on your account and –
HSL: (now shrieking) IT ABSOLUTELY IS NOT WHY THE HELL WOULD I DO THAT ???? I KNOW MY ADDRESS???? YOU HAVE CHANGED MY ADDRESS WITHOUT MY PERMISSION THAT IS ILLEGAL!!!!!!!!!!!!!
Me: okay let me look into this. I’m checking the activity on the account and I can see at sign up you entered your postcode [confirms postcode with her] and then the national horse and pony sanctuary was selected as the delivery address so –
HSL: YOU CLEARLY DID THAT. YOU STUPID PEOPLE DID THAT. WHY. WOULD. I. DO. THAT. I. KNOW. MY. ADDRESS. !?£?!?!?!?!??!??!?
Me: I understand that and I’m really sorry about this however we aren’t able to select your address at sign up and we also have access to all the activity on your account and I can clearly see that at sign up the horse and pony sanctuary was selected. Don’t worry though I’ve changed it to your address now.
HSL: well if it was selected at sign up. That sounds like it was something I did. It seems like it might be my fault but – WHY WOULD I DO THAT?????
Me: accidents happen but it’s fixed now. Your deliveries will come to the right address. Can I help with anything else?
HSL: Oh. No. I need to go and apologise to the woman at the horse sanctuary.
With that she was gone. I checked her account and she’d had 18 monthly orders but only just decided to get in touch…..