Quote:
Originally Posted by BoredOutOfMyMind
Rico, being in Customer Service myself, it would be much easier without cranky customers. If you can find a way to soften them you will win the entire battle. We never know if their dog was ran over, or if they had their lunch money stolen when a child. These events make some people forever hard to deal with on the phone.
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Boomm, people are something else. You should hear some of the calls I take. Sometimes I am left shaking my head in amazement at the pure stupidity and just plain old dingbatness of some of these callers. I had one lady that had a problem with a refridgerator she had bought 7 years ago. Seven years ago! She got upset because she thought ***** should pay for the repair because a fridge shouldn't be having problems at only 7 years of use. She got down right stupid with me about it when I told her she would be charged the minimum service charge for the tech to come to her house.
Another lady called wanting to know if ***** was going to authorize the charges for her handy man to come and change out the vent tube in her house. She had one that was plastic and the new dryer she had just bought called for one that was metal. I asked her why she was calling for authorization on something like that and she said 'cause she wanted to know that ***** would pay for it before she got it done. I was still a bit confused and asked again why the company would pay for modifications to her home and she said it was because of the warranty. Somehow, she got it into her head that her warranty paid for this and nothing I said could convince her otherwise. Finally, I told her, "Mrs ***** if you buy a brand new car that car comes with a warranty, correct?" "If, when you get that car home, it doesn't fit in your garage, does the warranty on the car pay for what it costs you to remodel your garage so the car fits?" She STILL DID NOT GET IT! Finally I transferred to the customer relations department. LOL!
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