The Call Center I work with is pretty quiet. I’ve only had two problem customers in the last 5 months, which is amazing. This one is the third. Every time I talk to her, it’s like I’m talking to a four year old, who really wants a cheese burger without the cheese, and heaven forbid you call it a hamburger (No, a cheeseburger without the cheese). I just cannot make heads or tails of what she wants when. I’d rather have my wisdom teeth taken out (again) than to have to talk to her.
We sell these kits and in the kit, you can change the items to something else that is of equal or lesser value (so if the item is $5, you can pick a different $5 item to change for). This lady wants us to do it for her, but refuses to tell us WHAT she wants to take out.
CC = Child-like Client
CC: Hey, yeah. I’m noticing extra charges on my account for Item B. I did not ask for Item B to be added. I asked for Item B to be sent instead of something else. Can you refund me? (She literally said “Instead of something else” )
Me: Okay? Let me check on that for you…Oh, I see. On (Date), we received a message for item B to be added to your order. We added it. That’s why you’re seeing the charge for it.
CC: No. I asked you to send it instead of something else. It’s not that hard.
Me: Okay? Did you let (rep name) know that you wanted to change it for something else?
CC: They should already know to do that.
Me: Okay (puts her on hold) Hey, Rep. Do you remember talking to CC? She said she told you to send Item B instead of something else?
Rep: AAAAAAAAAAAAUGH! No. She asked me to “ADD IT.” She did not ask for a swap. It’s in the recording. I even asked her and she said “No, just add it.”
Me: Sweet (Back to CC) Hello CC? I checked our recording and this was requested to be added, not swapped. If you need anything to be swapped, we do need to know what you need us to change it for. If not, then it will be added as a new item.
CC: No. You already know to just change it. Doesn’t matter for what. Just change it.
Me: We can’t really do that. We need to know what to change. I can add a note for you. Is there anything you do not like? Or we can do your least liked item?
CC: Can’t you just add it and not charge me?
Me: Can’t do that. How about we call you to make the swap? Will that work?
CC: I’m kind of busy.
Me: Well, I only really have two options – Add and charge for it or call you so we can swap it. Whichever works for you, we can do.
CC: I guess you can call me. But can’t you just let me know what you’re taking out?
Pretty much said No to her. Since she’s been a long-time client and has spent good money with us, I looked over her orders the last two months, made a list of least ordered items with a note to pick one to remove.
TL; DR: We sell these kits and in the kit, you can change the items to something else that is of equal or lesser value (so if the item is $5, you can pick a different $5 item to change for). This lady wants us to do it for her, but refuses to tell us WHAT she wants to take out and wants us to pick, but at the same time doesn’t want us to do it without permission. She agreed to let us pick and call her for approval of the swap. I made a list of her least ordered items for us to choose from.