What They Were LED To Believe
I work in a call centre as product support for a well-known electronics company.
Me: “[Company]’s product support, [My Name] speaking; how may I help you?”
Customer: “Hi. I just bought this television and now, when I’m trying to watch it, I don’t see any picture. I do get picture if I use my new DVD player with it.”
Me: “Okay. So, just to specify, it’s a [Company] television?”
Customer: *Frustrated voice* “Yes, yes.”
Me: “All right, can I get the model number of the TV?”
The customer starts saying a weird-sounding model number and mentions another big electronics company’s name while muttering something inaudible.
Me: “Just a moment, did you just say [Company #2]?”
Customer: “Yes.”
Me: “So, is this actually a [Company #2]’s television?”
Customer: *Sighs frustratedly* “Yes?”
Me: “Do you realize you’re calling [Company]’s product support?”
Customer: “Yes, but it’s LED!”
I pause.
Me: “That still doesn’t make it our television. Here, I’ll find out the number for [Company #2]’s product support.”
Question of the Week
Have you ever served a bad customer who got what they deserved?