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I hope it’s ok that I post here; I’m not in a call center but most of my job is phone-based (scheduling, dealing with clients and manufacturers, etc), and I’m just so excited that I have to share with someone! This never happens to me! *please let my spacing work correctly*
I have a client that has just been a headache for (off and on) over a year. Everything is wrong, it’s always my fault, everything is broken (spoiler: nothing has been broken, but I’ve been able to convince the manufacturer to get things replaced under warranty “for his piece of mind”- little sketchy, but I try to make people happy). Today it all came to a head.
Client: This hasn’t been fixed yet! You need to cover it under warranty!
Me: As I told you last month, the manufacturer has replaced ALL of the parts and will no longer be sending out anything for free. If you have any questions about the warranty, you are welcome to call them.
Client: But YOU need to fix it under warranty! Why won’t you support the warranty? It HAS to be free!
Me: Again. Every part has been replaced and if you have warranty questions, please call the manufacturer.
On, and on, and on. He kept getting louder repeating himself, so I kept repeating myself, but getting quieter. At first I tried saying it in different ways in case he just didn’t understand- apparently that wasn’t the issue, he just wanted to try to wear me down. Thankfully, I had some free time so I just got into a rhythm of repeating myself while I played on my phone. In the end, I got a “THANKS FOR NOTHING!” and a slammed phone.
BUT! An hour later- he called back.
Client: I’m sorry, I know I was being mean before, and I shouldn’t have been. That was pretty rude of me. Can you forgive me? I really am sorry. Oh, also, I called the manufacturer, and you didn’t tell me! I didn’t realize you did so much for me before. I’m just so sorry i was so rude to you. Thank you.
Best way to end the day.
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