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I’m a complaints manager for a major retailer in the UK. Description of my last call of the night
One of our frontline incoming agents calls through, customer demanding a replacement for an expensive pair of In ear headphones (our guarantee and T&Cs are very clear these are sent off to be repaired), I sigh and take the call as the customer wouldn’t accept anything from our agent.
The customer to start with is pleasant but to the point saying he wants a replacement somewhat forcefully. I explain due to the guarantee and what he agreed to we’d at least need to send them off for inspection but if either of the earphones are faulty, we will replace that particular earphone. Customer tells me that isn’t our guarantee, I inform him that it indeed is and point him towards where he can find this information.
The customer then tries a different tactic and just keeps yelling for a while about how much he wants a replacement, including calling me a “jumped up little tosser” at which point I give him his final warning and inform him any further language or talk directed at me in that manner will result in me ending the call.
He keeps raising his voice, wanting to talk to my manager or someone higher, I advised him this isn’t possible (I am the highest point of live escalation and assist in a senior role also so i am correct)
The customer starts repeating that he wants a replacement, when the following happens
CM: I BUY THOUSANDS OF POUNDS WORTH OF STUFF FROM YOU JUST GIVE ME A REPLACEMENT
Me: I understand that, but you agreed to this guarantee and we will not be offering a replacement that is final.
CM:IF WE WERE HAVING THIS CONVERSATION FACE TO FACE INSTEAD OF OVER THE BLOODY PHONE I WOULD JUMP UP AND SHOVE THESE PRODUCTS DOWN YOUR FUCKING THROAT
This took his warning to an end
Me: Do not talk to our staff like that, goodbye *click*
He didn’t call back last night and I’ve warned our other managers in today. Let’s hope he got the memo.
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