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So I got the angriest of angry women on my line who wanted nothing but her exact demands done.
She called in because she had placed an order her self online but with an agent on the phone basically as a support buddy.
The agent couldn’t see her cart, her products, and she didn’t know the CX intent.
The CX got stackable washer and dryer. This could be because she wants to stack them or because their size or just because they are cute and do the job…
Again the agent wasn’t placing the order so her on screen prompts wouldn’t happen for upsells and reminders.
The CX without doing due diligence just bought everything she wanted.
Now to delivery day.
CX wants DT (delivery team) to stack.
CX didn’t buy a stacking kit.
CX calls me angry because she doesn’t have one.
I apologize de-escalate and go to find correct one.
OOPs it’s Out of stock.
I look it up and find it on other providers but we personally don’t have it.
I advise that we don’t have it but for inconvenience of not having it and for not being able to do install for her I will discount product for her refund.
NO DICE
CX says, “Listen lady I paid for install so I am going to get installed.” (Instal is free y’all)
I responded I’m sorry for the inconvenience but as you did not purchase a stacking kit the stacking instal is not included in your purchase and the delivery team can only instal your washer and dryer side by side as space provides.
CX again, “look lady your customer service for a 70 year old is awful and I don’t even know how much it would cost to get someone else to install.”
Me I am so sorry for the inconvenience i can offer you (higher than last amount) to help with that and can get you to our department who can find someone in your area to complete instal or there are even handyman type apps like (thumbtack) where you can find someone for very affordable prices. Again your installs were free and we would like to help you with this inconvenience.
Goes off on me for solid 10 minutes to which she finally refuses any amount we would offer and demands instal date.
I put her in for installation and remind her that we will only instal the washer and dryer not stack them. She sneers. And when I close the call she makes a comment on how she is going to tank my survey.
I told her I understand her frustration and still wish her a wonderful day.
End of interaction right?!?!
NO BECAUSE THIS LADY GOT TIME NOW
I immediately call the delivery team and have them notate in capital letters not to stack her system for liability reasons. It will be an outside vendor product or possibly a generic piece and if they cause damage they will be held responsible. (Basically just reminding them of their contract since so many see an old lady and are like sure why not let’s just do it.)
To be fair normally I’m also like do the nice thing if you have a second DT like it may result in a tip or just good karma. BUT I WANT THIS WOMAN STUCK WITH NO DISCOUNT AND NON STACKED NON RETURNABLE WASHER AND DRYERS.
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