Having A Wind-Scream

, , , , | Right | February 26, 2020

I work at a large multinational windscreen replacement company. My job is to get their details, place of repair preference, and whether or not it was a crack.

Me:
“Good afternoon. You’re through to [Company]; how can I help?”

Customer:
“I need my windscreen replaced; it got smashed overnight.”

Me:
“Okay, sir, that’ll obviously have to be replaced. Where would you prefer that done — at home or at a repair centre?”

Customer:
“At home, today if you can.”

Me:
“Well, sir, I can’t guarantee any dates or times right now. What will happen is I will take your details and a colleague of mine will call you back within two hours. If I can take your car registration?”

Customer:
“Sure, it’s [registration number], and do you know how much it will cost?”

Me:
“Sorry, sir, I don’t. I am only here to take your details and pass them on to the relevant team.”

Customer:
“What? You can’t tell me how much it will cost? What’s the point of this call?!”

Me:
“Sir, the point of the initial call is to get the details we need so when my colleague calls you back, they don’t have to ask you the same questions again.”

Customer:
“When will they f****** ring me back?!”

Me:
“Sir, it will be within two hours.”

Customer:
“Two hours? No quote? And you expect to make money from this call?!”

Me:
“Within two hours, sir. It’s usually sooner than that.”

Customer:
“Can’t you put me through now?”

I glance at the backlog and there’s no way he’s going to get spoken to in a timely manner.

Me:
“Sorry, sir, we have quite a backlog right now. As I said, I can assure you we will call you back within two hours, but unfortunately, I can’t promise when within those two hours.

Customer:
“Well, f*** you, then. I’ll get a quote somewhere else!”

Me:
“Have a good day, sir.”

The customer hung up.

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