A woman called in today. She was at the shop getting her glass replaced on her 2016 BMW. She was told OEM (Original Equipment Manufacturer aka Dealer Glass) was not covered by her policy, and that she would be responsible for the difference.
I immediately showed empathy for her situation, and as I began to speak, this woman launched into a tirade. She ended her long list of complaints with a question. I began stating I would be happy to help her, when she answered her own question with another tirade before I could even get a word in edgewise. Once again she ended this long winded rant with a question. Once again, I tried to speak, and she interrupted to start all over.
I honestly could NOT even begin to talk to this woman. Each and every time I tried, she would start up again. This went on for more than 5 minutes. Her ranting, asking me a question, and not allowing me to answer before starting the whole damned thing over again. Wash, rinse, repeat.
I tried several times to ask her to let me answer her, but she just kept on and on and on. Finally I stayed quiet, and she starts in with, “HELLO!!??? Hello!!!!!!!!!!!”
I said, “Yes Ma’am, I am here but I cannot help you if you do not let me speak.” She does it yet AGAIN. They say not to take calls personally, but I was starting to get pissed off. I would be happy to help her but I wasn’t about to be someone’s whipping post.
We are not allowed to interrupt, but I finally raised my voice above hers just enough to get her attention, and in my nicest voice possible, stated I would NOT be able to help her if she did not let me speak. I told her I would be happy to explain, but if she is unhappy with her policy guidelines, I would need to transfer her back to her insurance company and she could speak to her agent. Or, if she prefers, I will try to help her with the issue at hand.
She once again launched into a tirade, this one profanity laced, called me a bitch and hung up. I literally sat there speechless.
I tried. I really tried.