Service With Surgical Precision
(I work as technical support at a large company that sells technology into multiple markets. I am following up on a voicemail left by a potential customer. From the voicemail, I know he’s looking for a specific medical product from the company’s medical division. I also know that the rights to the specific product had been sold to another company a few years ago. I dial the number he left me so that I can give him the other company’s contact information.)
Me: “Hello, this is [My Name] from technical support at [My Company]. I’m calling to follow up with a voicemail you left with us earlier today.”
Customer: “Oh, yes, I’m so glad you got back to me!”
Me: “As it turns out, [product he is interested in] is one of the products that [My Company] sold to [Other Company] a few years ago. Would you like to take down their phone number?”
Customer: “Well, actually, I can’t right now. I’m in surgery. It’s what I do for a living. But I’m sure I’ll be able to look up [Other Company]’s phone number if I search on the Internet.”
Me: “Okay, well, I hope you have a good day and that everything turns out well.”
Customer: *cheerfully* “Oh, yes, we’re just closing up the chest now. Thanks again for calling me back!”
Question of the Week
Have you ever served a bad customer who got what they deserved?