(Note: this call takes place at 2:15 pm.)
Me: “Thank you for calling blank blanker cable. How may I help you today?
Caller: “I was supposed to have a tech out here between 2pm and 4pm! Where the h*** is he?
Me: “Sir, the tech is scheduled for anytime between the hours of 2 and 4, so he is not late. He is on his way.”
Caller: “I want a credit for the install fee. I shouldn’t have to pay an install fee if the tech is late.”
Me: “Sir, he is not late. He has until 4pm to get there.”
Caller: “I want to speak to a supervisor now!”
Me: “I am sorry, sir, but a supervisor will tell you the same thing…”
Caller: “I don’t wanna talk to you! You don’t know what you are doing! give me a supervisor, now!”
Me: “no, I will not do that.”
Caller: “You have to! It’s the law!”
Me: “No, it isn’t; it isn’t even company policy. You can wait for the tech, or you can cancel the appointment. Which would you like to do?”
Caller: “Oh… the tech is here.” *click*