The company I work for has extended hours, we have a smaller amount of staff available beyond business hours due to the time zones we service for.
I’m one of 4 people available and the only one fully trained and experienced in both collections and administration tasks.
Customer calls through (name Karen used to be generic).
Karen: my name is Karen and I want to know where my refund is right now because I have cancelled and I haven’t received my money yet!
Me: no worries I can check that out, can I get your mobile number to pull up your acc-
Karen: absolutely not I’m not giving you anything.
Me: I’m sorry but I’m unable to advise of any refunds if I can’t identify who I’m speaking with or even pull an account.
Karen: too bad I’m not giving you my mobile number, I want my fucking money back NOW! As I have cancelled my finance and was told I’d get a refund now where the fuck is it.
Me: well I-
Karen: give me my fucking money right now!
Me: yes well-
Karen: you fucking people better give me my fucking money back.
Me: please stop using that language as it’s not necessary but as I explained I need your mobile number to open your account.
Karen: no I don’t trust you, I don’t trust anyone, transfer me to someone who can help me!
Me: I can help you and I’m the only person who can but I need your mobile number.
Karen: you’re not fucking getting it!
customer terminated call –
20 minutes pass –
Karen: I’d like my refund now.
Me: are you ready to give me your mobile number to find your account?
Karen: I will only give it to you ONCE because I don’t trust you, I don’t trust anyone!
The customer gave me her mobile, I advised of processing times and when it was sent. She demanded I email through the details of the refund. I did.
We got an email today to our Administration email address apologising for her behaviour because she does not trust anyone in the world. It was signed “Pissy Princess”….accurate.