So I work for a pretty big company. I usually take driver only calls but I just recently started taking customer calls, so I’m still pretty new. Calls weren’t going well already, my spirits were low and this left me dumbfounded. I will be ME, supervisor will be SV, and customer will be HG for honest guy. Sorry if the formatting is weird, I’m on mobile.
ME: Hello, thanks for calling this company, my name is the_buttbank, rest of opening sequence and security verification How can I help you today?
HG: Yeah, I was supposed to get my package Friday and now it’s Sunday and I still haven’t gotten it. I had a guaranteed date. Do you people not know what guaranteed means?
ME: Oh, I’m sorry sir! Let me take a look and see what’s going on…….unfortunately I see there was a delay at the local carrier facility and we have an updated delivery day for Monday.
HG: No. That’s fucking ridiculous, I don’t even want the damn thing anymore. I want you to cancel the package and cancel my membership and I want a refund. I have been a customer with you people for years. I have spent thousands of dollars. And this is how you treat me!
ME: I completely understand your frustration sir. Let me see what I can do to fix this for you!
HG: No. I don’t want you to fix it. I just told you to cancel everything and refund me too.
ME: I’m so sorry about this sir! Are you sure you want to cancel your membership? You can reorder the package and we can apply overnight shipping for you free of charge.
HG: NO! Cancel everything! I don’t want to do business with you people anymore.
ME: Yes, sir. Let me go ahead and take care of that……..okay, the package is cancelled and refunded. You should expect the refund in the next 3-5 business days. I can cancel your membership, but unfortunately it looks like you aren’t eligible for a refund, so let me place you on a quick hold so I can reach out to a supervisor so they can override that for you.
HG: Yeah, do that.
reached out to super. Told her what happened. She applied the refund
ME: Thanks for waiting! I went ahead and had my supervisor apply that refund, so just give it a few days and you will see that back on your card.
HG: Wait…you cancelled my membership? Seriously? What the fuck. I didn’t really want you to cancel it! What is wrong with you people. I only said that so I could see what I could get from you to get me to stay as a customer. But if you really cancelled it, then you didn’t want me as a customer anyways. I want your name and I want to talk to your supervisor now!
ME: Uhm….okay……please hold….
reached out to another supervisor. Let him know what was going on
SV: So, he asked you to cancel the membership…But then got mad when you actually did what he wanted?
ME: That is exactly what happened.
SV: Uhm…okay…go ahead and transfer him. I’m not sure what he wants me to do, but I’ll see if I can smooth it over.
TL;DR: instructions unclear. Taking calls sucks. You’re never right. Ever.