Managing The Managing Complaint

(I’m working on the customer service desk.)

Customer: “Sorry to bother you, but I need to make a complaint about your staff.”

Me: “Oh! I’m so sorry to hear that. What was the problem?”

Customer: “I was browsing the DVDs when one of your colleagues just pushed past without even saying sorry. It’s not what I expect from the staff here. Is your manager in?”

Me: “The store manager’s not in today, but I can call the duty manager down for you.”

Customer: “Thank you.”

(I call the duty manager on her phone and ask her to come down to deal with the customer.)

Me: *to customer* “I’m so sorry about what happened, on behalf of my store.”

Customer: “Don’t worry; it wasn’t your fault.”

(The duty manager arrives.)

Duty Manager: “What’s the problem?”

(The customer takes one look at the duty manager.)

Customer: *to me* “I don’t want to complain to her. She’s the one I’m complaining about!”