There May Be No Hope For Him

Once upon a time, we had a customer who was on our “cannot speak to customer service over the phone” list because he was verbally abusive. I had the pleasure of getting a call from him when my career started and getting to hang up on him after reminding him that we wouldn’t talk to him.

Fast forward to nearly ten years later. He got taken off the list for promising to behave, and I got to handle another call from him.

Customer: “Back in my day, you used to be able to say whatever you needed to in order to get what you wanted.”

I still regret not pointing out to him that saying what he wanted is what got him in a lot of trouble in the first place, and clearly, he never got what he wanted.

I’m glad management listened the first time and put him on the naughty list, but since the only thing that’s changed about his behavior is not making personal insults, I can’t help but feel that he hasn’t learned the full lesson.