Boris Delivers When Boris Feels Like It

A customer calls in tracking a package they had sent to Russia. We attempted delivery and no one was home. It is a Friday, so the next attempt will be on Monday. He is calling in at 5:00 pm.

Customer: “I tell you, your website is lying! You did not attempt this package! You’re lying to me.”

Me: “I’m sorry, sir. I can, unfortunately, only tell you what we have in our system. We attempted at [time] and we’ll reattempt Monday.”

Customer: “This is unacceptable! I want you to call Moscow right now! Get this delivered right now!”

Me: “I’m sorry, I can’t do that.”

At this point, he’s literally screaming.

Customer: “Why not?!”

Me: “Well, firstly, I’m an inbound call centre. I can only make calls to the United States and Canada. And furthermore… due to the time difference, it is currently after midnight in Russia. And they’re closed on weekends. I can open a file for follow up Monday, but that’s it.”

The customer continued to scream and demand I call Russia. He ended up demanding my manager, who advised him the same.

I then found out from a coworker that he called back at 1:00 am to demand we call Russia. He then called back every hour on the hour that Saturday making the same insane demand. The package went out on Monday, was delivered successfully, and would have happened regardless of his behaviour.

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