Fear Of The Unknown
(I work the front desk and I frequently get calls about inquiries and a list calls wanting to know about our facility. I do not now many details if we can or cannot do certain things.)
Me: “[Retirement Home], this is [My Name] speaking; how may I help you?”
Customer: “Yes, I’m trying to find a place for my mother but it needs to be unknown.”
Me: “Are you asking for information about our facility but you don’t want your mother to know you that you’re inquiring?”
Customer: “Um, not really. I’m trying to find a place where no one knows where my mother is. Do you provide that?”
Me: “I’m not sure I understand what you’re asking for.”
Customer: “People try to steal from my mother. Do you provide a service that can prevent that?”
(I have no clue to what she is asking for and whether we can provide those services for her, I decide to “wing it.”)
Me: “I believe that we can provide those services, but I’m not sure what we would call them and everyone in sales is not currently in.”
Customer: “Um, okay, but you do provide those services?”
Me: “I believe we do.”
Customer: “…okay.” *click*
Question of the Week
Have you ever served a bad customer who got what they deserved?
