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“I mean, I can just call my Credit Card and they’ll reverse the charges…”

I work for a car rental company as an escalation agent. Basically when a customer demands a supervisor I take the call.

Mobile format, and kinda drunk, so I’ll keep it brief.

Customer opens the call telling me that she’s a long time renter and doesn’t appreciate that we changed the policy without letting her know.

I ask her what happened, and she tells me that she had to go to a funeral at Springfield, MO. She returned the vehicle at St. Louis Lambert International Airport an hour late, and was upset because she was being charged an additional day.

I tell her that our rates are based on 24 hour intervals, so if she returned the vehicle an hour late, the charges are valid. She refuses to accept that, and tells me that she will call her Credit Card Company and report the credit card as stolen.

Guess she expected me to change my mind after telling me that, because when I told her that I wouldn’t reverse the charges, she said that she would call again and try her luck with another agent.

Don’t know what happened afterwards, but assuming she managed to reach an agent at the Billing Department, it wouldn’t surprise me if they reversed the charges, maybe even rewarded her with a coupon for the “inconvenience”. The jokers at Billing (especially the supervisors) are well known for “compensating” customers for their own fuck ups.

That conversation reminded me of a similar incident last November.

H: HenriquesDumbCousin
C: Mr. Clown / Customer

I introduced myself, customer provided his information and I asked him how could I help him.

C: Hey HenriquesDumbCousin, I was talking with your agent, great guy, he did a terrific job. I’ll be going to Hawaii next month and needed a vehicle for me and my friends, but it appears that your agent booked me for a Convertible vehicle…

H: Yes, I see that…

C: And quite honestly I would prefer a vehicle with four doors, so, you know… I think I’m going to cancel the reservation.

What?

H: … wouldn’t it be better if I just modify the reservation for a four door vehicle?

C: No, that’s cool HenriquesDumbCousin, I’m just gonna cancel right now.

H: I insist, sir. If I were to cancel, there would be a cancellation fee.

C: Yeah, I know, but I just made the reservation, I mean, it’s been less than 10 minutes.

H: I’m sorry sir, but my hands are tied.

Mr. Clown kept insisting me that he just wanted to cancel and be fully refunded.

C: I mean, I can just call my Credit Card and they’ll reverse the charges, but, you know, I want to save myself all that trouble.

I insisted him that the cancellation fee would still apply. At that point, he decided to drop his facade:

C: What is your name? What is your name? What is your name?!?

H: HenriquesDumbCousin.

C: What is your name?

H: HenriquesDumbCousin.

C: And what is your last name?

Pretty much demanded my last name, location, supervisor’s name. I told him I wouldn’t share that information with him. Proceeded to tell me that I’m the worst supervisor ever. I told him that I was just following the policy and that he was basically throwing a tantrum because of the cancellation fee.

C: No, this has nothing to do with the cancellation fee. I don’t care about it, I’m okay with it, this is about the poor service you’re providing me!

Knowing full well this moron wouldn’t shut up, I released the call.

A day later, he cancelled the Reservation. Not satisfied, he decided to send an e-mail to the Customer Service Department.
It was something like this:

“I read that I could get a discount and additional benefits with my Credit Card, so I decided to try your company, but after the awful experience I had with Supervisor HenriquesDumbCousin, I would rather lose 50 USD than rent from your company”.

They apologized for his experience and waived the cancellation fee.

He was fully refunded.

What do you think?

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Things to do while working for outside productivity/mental health?

Sometimes you need to yell at clients.