Triggered An Instant Reaction

, , | Right | December 3, 2019

(It is my last call of a shift on a Sunday.)

Me: “Hi, my name is [My Name]. How can I help?”

Customer: “I have been given a weird telephone number.”

Me: “I see. Weird how?”

Customer: “It’s [area code].”

Me: “Yup, that’s the area code for [the area both the customer and I live in and where we have his address registered].”

Customer: “It should be [area code for the other end of the country].”

Me: “Odd. Can I just confirm your address?”

(It turns out the sales agent who processed the order processed it for the wrong address and postcode.)

Me: “I’m sorry, sir, but it seems to be that the order has been placed for the incorrect address.”

Customer: “Well, I’m going to find [Person who placed my order], put my 9mm to his head, and blow his f****** brains out, and that’s a kindness!” *laughs*

Me: *silently typing for several minutes* “Okay, well, sir, that is your order cancelled. I apologise, as I will not carry on with this conversation any further.”

Customer: “I DIDN’T WANT TO CANCEL!”

Me: “I understand, but threats of any kind to members of staff will not be tolerated, even if you meant it in jest. I am very uncomfortable continuing this conversation with you any further.”

Customer: “WELL, I DIDN’T F****** WANT YOUR SERVICE, ANYWAY, YOU THIEVING BUNCH OF B*****DS!”

Me: “Okay, then. Goodbye.”

(Our high-level complaints team contacted the customer, who blamed his actions on having had too much to drink. Nevertheless, he is never getting our services again.)

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