Creating An International Incident
(I work at an Japanese car brand’s USA customer service center. Because of the differences in laws and regulations, there are actually several different companies – USA, Canada, Europe, etc.)
Me: “Thank you for calling [Car Brand]. My name is [My Name]. How may I help you?”
Caller: “Yeah, I want to make complaint! I had to leave my car at the dealership overnight for maintenance and the next morning there was a big scratch in the paint along one side.”
Me: “Oh, I’m sorry to hear that! I will be happy to help you file a report. Where is the dealership? What city and state?”
Caller: “It’s in Tel Aviv.”
Me: “What state is that in?”
(There are lots of towns and cities in the USA named after places in other countries.)
Caller: “Oh, it’s not in the US. Tel Aviv is in Israel!”
Me: “In that case, sir, you’ve reached a wrong number. You need to call [Car Brand] of Israel to make your report.”
Caller: “I did! But I didn’t like their answer, so I decided to call you!”
Question of the Week
Have you ever served a bad customer who got what they deserved?