Unfiltered Story #195866

, , | Unfiltered | June 4, 2020

A number of years ago, I was a shift manager at a pizza place. I was used to dealing with customer complaints – everything from very polite to downright obnoxious – but I’ve never forgotten this one:
A co-worker handed me the phone and said, “He wants a manager.” I answered by introducing myself and asked how I could help. The guy started complaining that we had completely screwed up his order and began shouting obscenities at me. I tried to interrupt: “Sir?” The swearing continued. “Um, sir?” And he kept going. “Excuse me, sir?” “What the FUCK do you want?” “I’m just wondering how we can make this right for you. “Uh… what?” We had several options available for dealing with complaints, so I outlined them for the guy, and asked which he would prefer. “Um… Well… I guess the second one is fine.” I made the arrangements for the option he picked, he mumbled a “thank you,” and hung up.

An hour or so later, I got another “manager” call. “Hi, um, this is so-and-so, I had called with a complaint a little while ago? Are you the person I spoke with?” “Yes, that was me.” “So, uh, I was calling to apologize. I was having a bad day, and I took it out on you, and the things I said to you were awful. You were actually very helpful and respectful – and if I had had to deal with a customer who acted the way I did, I would’ve just hung up on him. I feel really bad about the whole thing, and I am so sorry.” I was touched by the fact that the guy had taken the time to call back and apologize.