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First day of the week and these dudes have already drained my week’s worth of patience.

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I’ve yet to recover my energy hence why y’all can’t read our full exchange, but it was an entire 25-35 minutes of this chat exchange (**not** phones) on loop, each side rewording it differently for each iteration:

>Customer: I need someone to guarantee any of your store can fix my laptop in one day.
>
>Me: As the previous advisors you’ve spoken with have explained, we can’t guarantee same-day repair because [insert every reason here].
>
>Customer: I’m not asking for a repair timeframe, I’m asking confirmation if *any* store can fix my laptop in one day.
>
>*me internally thinking: “what the fuck’s the difference?”*
>
>Me: You can direct your inquiries to the store since we are only equipped to assist you with repair reservations and set proper expectations.
>
>Customer: I can’t reach the store because no one’s responding.
>
>Me: I’m sorry, that sucks, but chat support has no absolute timeframe to provide because [reiterate every reason here]. If you can reach the store, they *might* provide a timeframe, having had experience with repairs and such, but this is also not a guarantee. How about you contact our phone support so *they* can try to reach the store on *your* behalf? Callbacks are doable, let me know if you fancy that.
>
>Customer: Phone support reads the same script you’re reading off of — same unhelpful notice that no one can guarantee me a same-day repair.
>
>Me: There is no script, but whatever, yeah, we *can’t* guarantee a same-day repair for reasons already given by more than one representative.
>
>Customer: I don’t need an explanation *why* you can’t do or answer my question, I just need someone to do *something* to guarantee any of your store can fix my laptop in one day.
>
>- repeat loop –

And also this loop — other customer, lasted another 20 minutes:

>Customer: Why my laptop not covered by repair program?
>
>Me: Because it’s beyond eligibility date.
>
>Customer: Says who?
>
>Me: The public website where that’s stated: [link here].
>
>Customer: Can you double check with your senior if you’re unsure?
>
>Me: I’m 100% sure. The proof is right there in the website for you to see.
>
>Customer: Ok, but I want to hear it from a senior advisor.
>
>Me: They no longer take chats. You want a senior advisor, get to phones.
>
>Customer: Why does a simple question need escalation?
>
>Me: It doesn’t because my seniors and I have access to the same information and explanation.
>
>Customer: So, why are you passing me to phones?
>
>Me: You wanted a senior advisor and wouldn’t accept my explanation.
>
>Customer: Because I just want to know why my laptop is not covered by repair program!
>
>- repeat loop –

If either/both give a bad survey, I’m expecting an earful from my team leader for some of the attitude and wordings I’ve used in the actual chat. The thing is… I’ve played “good-boi-professional-civil-by-the-fucking-book advisor and brutally-honest-snarky-straightforward advisor” for several similar situations and neither approach made a difference: brick wall customers were dissatisfied *no matter* what I said/did for them — 0% chance of winning to begin with, regardless of my (or anyone else’s) handling/approach.

This is what my team leader fails to realize. I expect he’ll fault me again for my *could haves* while *again* failing to realize it would not have made any difference anyway if the customer is already *this* impervious to reason. *(At one point, I low-key tried to bring up my side once, but it was shot down — in Philosophy class his move is called “argument from authority”. I never touched the subject again, why bother?)*

He has redeeming qualities, but it’s moments like these we don’t align.

Hopefully, like usual, I can sit-and-nod while internally disagreeing with his opinions and not get shouted at in front of everyone in the entire production floor (as he sometimes does so).

What a fucking way to end my shift and start my week, right?

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What is it with people being pissed because they need to pay for what they used?

What do you even say to a customer who drops a bombshell on you?