Let’s Just Inter-Not?, Part 2
I work for a broadband Internet provider at the call center.
Customer: “My Internet is not working!”
After some troubleshooting:
Me: “It seems your Internet is just fine, but you are having some issues with your iPhone. Since you just purchased it, I know there can be a bit of a learning curve, so—”
Customer: “Well, fix my phone, then!”
Me: “There’s nothing wrong with your phone. You just need to learn how to connect to different Wi-Fi as you go around, and—”
Customer: “No! What am I paying you for when you won’t fix my phone?! I’ve spent over £700 on this!”
Me: “Well, perhaps you should have learned how to use it before spending such a large amount of money.”
Customer: “You can’t talk to me like that! You need to fix my Internet!”
Me: “I work for your broadband Internet provider. We have no more dominion or responsibility for your devices than your water supplier has over the glasses you drink from.”
Customer: “That’s it! Get me your manager!”
I send them up to the manager, but I listen in.
Customer: “Your staff shouldn’t be allowed to talk to me that way! You need to fix my phone and have that agent I spoke to before disciplined or retrained or something!”
Manager: “I’m afraid he was correct; we can’t do anything about your phone, just your Internet.”
Customer: “Then I will get you both in trouble for being lazy! You’re the manager; you should be able to do something!”
Manager: “Yes, I can! Since I am the manager, I allow my staff to tone-match their callers. Have a nice day, and please do call back if your Internet stops working. In the meantime, try the Apple Store for your phone issues. Have a nice day!” *Click*
Related:
Let’s Just Inter-Not?
Question of the Week
Have you ever served a bad customer who got what they deserved?
