Satisfaction Level: Impossible
(I am the manager on duty on a Sunday afternoon when I receive a phone call from an upset lady.)
Caller: “I need to complain about my car I had there on Friday night before you closed. They didn’t fix my car!”
Me: “Did they say why not?”
Caller: “They made up something about not having a part, but I know it was because they were lazy and didn’t want to fix it!”
Me: “Well, that’s a bit unusual. My guys get paid on commission and want to do every job possible so they can make more money.”
Caller: “No! They were just being lazy! I had to take my car to the dealership on Monday and they were able to fix it right away!”
Me: “Ma’am, the dealership carries all of those parts. That’s where we get our parts from if we can’t get them from any other source. If it was late on a Friday night, the dealership was probably already closed.”
Caller: “Bull-s***! I am VERY upset about your poor service! I thought you were the manager! I want to know what you are going to do for me about this!”
Me: “I’m sorry we weren’t able to help you to your satisfaction, ma’am. I can’t give you a refund because we didn’t charge you anything. I’d offer to fix the car at a discount, but you say it’s already been fixed. What is it you would like for me to do for you, ma’am?”
Caller: “Well, you know what you’re supposed to do in these cases!”
Me: “Well, normally I’d offer a discount or a refund, but neither of those would help you. Is there anything else I can offer you? I am sorry for your inconvenience.”
Caller: “I don’t want your stupid apology! I can’t believe you are refusing to help me!”
Me: “I’m not refusing, Ma’am. I just don’t know what it is you want.”
Caller: “You know what I want! I want you to do what you’re supposed to!”
Me: “And what is that?”
Caller: “You know what you’re supposed to do! I’m going to call your corporate office and have you fired!”
Me: “Ma’am, if you don’t tell me what it is you want, I don’t know what to do for you.”
Caller: “Don’t give me that! I’m going to have you fired!” *hangs up*
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
