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This is an ongoing subject that just culminated in the most satisfying way possible. I’m so excited that I’m writing this on my pee break.
I work for a pharmaceutical logistics company and ofc, call centre is one of my tasks. 2 months ago (October) I answer a call from the logistics manager of one of our clients. She has a complaint about 100 missing units of a product, from batch A, in one order.
This quantity is very unusual so I start investigating. The usual list checks out: weights were correct, no obvious picking errors, no missing boxes, stock is correct, etc. So I tell her to ask the customer to count again because they might not be counting one box or wtv.
She goes on a full rant, right away, saying how degraded our service has been lately, and that she’s pretty sure we’re lying to “cover our asses”, etc.
Last week we had a meeting with her CEO and other managers and she brings it up, with the same sassiness she had on the call. And she says: “but tomorrow, yeah TOMORROW, we’ll have the annual inventory, so we’ll see who’s right, because I know we’ll find the 100 units there”.
Fast forward to the inventory and we find 91 units in our stock, but from another batch, batch B. She sends a huge email as if she just “unmasked us” and calls for an emergency meeting.
We go to the meeting, I let her begin and again, another 5 minutes rant about the quality of the service. On the end I say: client, the complaint about batch A was sent in October. The batch for which we have found 91 units, batch B, arrived in November. It’s impossible that they’re related.
She disconnected. Later on she sent an email saying that she lost connection and she wanted a full report on why we had more 91 units from batch B than expected. I just found out that it was her that forgot to register a stock movement and now I’m getting ready to curb her sassiness again.
Happy Holidays guys.
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