It’s Too Early In The Morning For This

, , , , , | Right | October 17, 2017

(I work for a large energy firm servicing department. Everyone gets this type of call several times a day.)

Me: “Good morning, you’re through to [Company] and [Department]. How can I help?”

Customer: “My fireplace isn’t working.”

(I go over security details and they pass, and we proceed to pull up a calendar for repair appointment.)

Me: “Okay, sir, the earliest available appointment is two days from now between 12:00 and 6:00 pm.”

Customer: “Have you got anything sooner?”

Me: “No, sir, two days is the earliest appointment, 12:00 until 6:00 pm.”

Customer: “Okay, I guess I’ll take the morning, then.”

Me: “Sir, the next appointment is two days from now in the afternoon, or three days from now in the morning. If you prefer a morning, you will have to wait until the third day or I will book you in for the afternoon.”

Customer: “Well, that isn’t very good. Why can’t I get an appointment in the morning for two days time?”

Me: “Because we work on a live system with limited staffing for repairs. If we have a high volume of breakdowns in your area, it is mainly first-come, first-serve.”

Customer: “I pay £35 a month for this agreement. Can’t you cancel someone else’s appointment?”

Me: “In the interest of equality, we do not cancel appointments to book in other customers; that is company policy.”

Customer: “I don’t care; I want an appointment in the morning.”

Me: “Sorry, sir, that is not a possibility, and due to it being a live system, if I do not book you an appointment now it may be gone soon.”

Customer: “Fine! Don’t know why I pay for this service.”

Me: “Because if you didn’t, it could be anything up to $400 or more for each repair and a wait of up to a week or more, sir.”

(We resolve the call and they hang up.)

Coworker: “So, no mornings, then?”

Me: “Don’t get me started!”

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