Abusing Our Good Name
(Our tech support team works through phone, email, and chat. It is common for customers to contact us through one channel and follow up on another. I get a customer on the phone.)
Customer: “I already worked with someone in chat about this issue, but it’s still not working.”
Me: “All right, let me get the chat log called up so I see what you’ve done so far. Okay, so it looks like you told [Coworker] that the problem was [problem], and she recommended you try [basic troubleshooting]. Is that correct?”
Customer: “Yeah… wait, [Coworker]?”
Me: “Yes, you were chatting with [Coworker].”
Customer: “Really? [Coworker]?”
Me: “I have the chat log right here…”
Customer: “But I didn’t realize you actually had names!”
Me: “…um.”
Customer: “Oh! Sorry! That came out wrong. I meant I didn’t realize you used your real names in chat.”
Me: “Whew! Yeah, her name is actually [Coworker] and she’s pretty good with this stuff. Since those first steps didn’t work, though, let’s try these steps instead…”
Question of the Week
Have you ever served a bad customer who got what they deserved?