If You Can’t Beat Them, Annoy Them

, | Right | May 11, 2009

(The customer has demanded a supervisor, and I am the supervisor who takes this call.)

Me: *on the phone* “Hi, my name is [My Name], supervisor on the floor. How may I help you?”

Customer: “My Internet is down and I need it up now! Your stupid agent told me I have an appointment for tomorrow morning! What YOU need to do is give me one today!”

(I check the schedule and there is nothing available.)

Me: “I do apologize, ma’am, but it seems that we don’t have anyone available for today. But, it looks like we have someone coming out tomorrow morn–”

Customer: “I don’t care about tomorrow! I want someone today! Either you cancel someone else’s appointment and give me one today, or I will stay on this phone until you decide to! And I know you can’t hang up on me!”

Me: “I’m sorry that you’re frustrated, but there is no way for me to get you an appointment today.”

Customer: “Well, I guess it sucks for you then, huh? I’m not hanging up this phone.”

Me: “Even if you stay on, it won’t change the appointments. We are overbooked today.”

Customer: “Well, I guess you’re not getting anything done today! Since I can’t do anything, you won’t either. Your work will never be done!”

Me: “Okay, you can stay on the phone. How are you doing today?”

Customer: “Horrible!”

Me: “I’m doing fine myself.”

Customer: “…so when’s my appointment for tomorrow?”

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