Experience Tells Me That You’re An Idiot
Me: *answering the phone* “Hello, [Company]. This is [My name]. How can I help you?”
Customer: “Hello, [My Name]. Are you experienced enough to help me?”
Me: *having worked in this company for several years now* “I can certainly do my best. What can I do for you?”
(The customer proceeds to describe a sensitive issue that I immediately recognize is beyond my authority to address.)
Me: “Okay, you will need to speak with my manager. They will be able to address this issue with you and make sure that appropriate action is taken.”
Customer: “What is your manager’s name?”
Me: “Their name is [Manager].”
Customer: “And are you sure that they’ll be able to help me?”
Me: “Yes, I can assure you that they will be able to help you with this issue.”
Customer: “Well, put me through to them, then! This is why I asked if you were experienced in the first place!”
Me: “Of course. I’ll transfer you now.”
(I have to wonder how they expected me to know if I was “experienced” enough without knowing what the issue was in the first place!)
Question of the Week
Have you ever served a bad customer who got what they deserved?