Let Them Email Themselves For A While

, , , , , , , | Right | June 8, 2020

I work in customer service and answer emails when customers have questions about their orders.

Customer: “I can’t check out on your site; it keeps adding up more items and kicking me out of my account.”

Me: “Have you tried logging in first? Once logged in, you can save your items and check out.”

Customer: “Yes, I have done that. It keeps duplicating orders and I can’t figure this out. Here is a screenshot of my cart. I only want one CD for $14 but the total is $28! And it is not for the sale price of $7!”

She attaches the screenshot that clearly shows her quantity is two and she did not apply the coupon code.

Me: “Ma’am, you will need to update your quantity in your cart. There is either a ‘remove item,’ or ‘update quantity’ button. You then enter in the coupon code and click ‘apply.’”

Customer: “I have tried that. It won’t work. Your site is screwed up. I am doing this right; you are wrong!”

Me: “I just checked the site, added the same things you want, and did it fine. If you are having issues, you can either try another browser, or give us a call and place this over the phone.”

Customer: “No, I shouldn’t need to switch browsers! I am not going to pay to call and place the order. You need to fix this; your site is acting up.”

I respond to one more email, saying, “Sorry, but if you don’t want to do either of those things, I can’t help you,” and then I go home for the night. But the emails continue.

Customer: “Please see my other emails and respond and help!”

And…

Customer: “I just tried it again and now I have five copies, not at the sale price, but I keep adding more items and the coupon does not work. Your site is broken!”

Also…

Customer: “I keep trying to start over and log in but I am getting more items. Why aren’t you helping me?! You don’t know what you’re doing!”

Then — imagine that — she tries my first suggestion and it works, and her final email comes.

Customer: “As I suspected, the problem was not lack of user knowledge, but rather lay with the browser. I succumbed to having to install Firefox and, voila, guess what, not a single problem encountered! The complexity of the issues outlined by me provided sufficient evidence that the issue was clearly of a technical nature! Nevertheless, thank you for your correspondence.”

I think I need to ignore more customers and let them figure it out themselves!

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