Tale As Old As Time

I’ve taken so many calls where I’ve had to tell customers no. Usually, they don’t like it, which I get. You’re calling to hear a yes. What bothers me is that as soon as you tell a customer no, they think you’re an idiot. They never just take it. And I always make sure to tell the customer why the answer is no, so they can understand it. But so many times it goes along these lines.

Me: “I’m sorry, but because of [point A] and [point B], we can’t honor your request.”

Customer: “Umm… Hmm… Are you sure?”

Me: “Yes, [ma’am/sir].”

Customer: “But…”

They repeat their whole story again.

Me: “Yes, I understand, but unfortunately, this doesn’t change the answer.”

Customer: “Maybe you should check with someone with more knowledge than you.”

Me: “No, [ma’am/sir], I am 100% sure of the answer I just gave you.”

Customer: “Oh, yeah? Well, I will call back tomorrow. Maybe I can get someone else on the phone who does know how to help me with my problem which is totally my own fault but I still blame your company for.”

Me: “You can always do that, but my colleague’s answer will be exactly the same.”

Customer: “We’ll see about that.”

I’m not calling you; YOU are calling ME. Why do you even bother to call if you don’t trust me anyway?