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Supervising Customers In A Bad (Time) Frame Of Mind

, , , | Right | April 29, 2019

(I work in customer service for a large furniture company. We offer delivery for a fee, and the route specifies that you will get a two-hour window for delivery after 4:30 the night before you’re scheduled. I should also mention that I am a supervisor in this department and only in the queue this day because we have several reps out of the office for a corporate event. This is a Tuesday morning.)

Me: *answering the phone* “[Furniture Company]; this is [My Name]. How can I be helpful?”

Customer: “I have a delivery for Friday, and I need to narrow the time down so I can schedule when I can sign papers with my bank.”

Me: *looks up his account to verify he is scheduled for Friday* “Okay, sir. I see we are delivering to [address] on Friday. I, unfortunately, won’t have that time frame until Thursday after 4:30 since that’s when our routes are set in place.”

Customer: “Just tell me the time frame today so I can schedule with my bank.”

Me: “Sir, if I gave you a time frame today, it would be wildly inaccurate, and therefore wouldn’t help your situation since it will change between now and Thursday when our time frames go out.”

Customer: “I need your supervisor, then.”

Me: “Sir, I am the supervisor in this department.”

Customer: “So, I’m just stuck talking to you, then?”

Me: “I’m afraid so, sir.”

(The customer hangs up and calls back into the queue less than one minute later, and it just so happens I take the call.)

Me: “Thank you for calling [Furniture Store]. This is [My Name]. How can I be helpful?”

Customer: “I need a supervisor!”

Me: “Okay, sir, I am the supervisor. What can I help you with?”

Customer: “ARE YOU ALL SUPERVISORS IN THERE OR WHAT? EVERY TIME I CALL IN I GET A D*** SUPERVISOR!”

Me: “Sir, I am the same woman you spoke with two minutes ago.”

Customer: *click*

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