This Customer Is Providing Experience
I work for a theatre company that produces several shows over our season. It’s not uncommon for people to call in to exchange their tickets for a different date, different show, or different location.
Me: “Good afternoon! This is [My Name] at [Company]; how can I assist you?”
Customer: “I’d like to exchange my tickets, please.”
Me: “Can I have the order number, please?”
The customer gives me the order number and I see it was for a performance the previous weekend.
Me: “I’m showing [Show #1] for last Sunday. Did you mean to give the number for [Show #2] in four weeks?”
Customer: “No. That’s the right one. I hated the show and want to exchange it for something else.”
Me: “I’m sorry the show wasn’t to your taste, but I can’t exchange your ticket after you’ve used it.”
Customer: “Yes, you can. If I don’t like a sweater, I exchange it. This is no different.”
Me: “This is very different. You purchased a ticket to an experience; you had that experience. I can’t exchange your tickets. I can ask for a manager to review and be in contact with you.”
The customer hung up. My manager did the review, and it turns out that this person has a history of this type of behaviour. He’d created a new profile on our system so the history wasn’t available to me. He did not get his exchange.
Question of the Week
Have you ever served a bad customer who got what they deserved?