When “I’ll Never Come Back” Never Happens

Working with customers online can sometimes be a rollercoaster. This caller wrote the wrong address on their order and wants us to change it. It’s not possible to change it on the order itself, but we try to contact the delivery company to get them to change it. Unfortunately, we are too late, and three out of four parcels will be returned to us.

The customer becomes very angry and pretty much wants to cancel every other order and return everything. She ends the call with our favourite words, “I’ll never shop from you again!”

Not even five minutes later, I get the same customer on call again.

Customer: *Calmer, but still angry* “If I order the articles again, can you make a price match?”

What happened to the “never shop from you again” threat? I do always wish that the customers who say this would stick to their words, since this kind of customer will always be a nightmare to deal with, no matter what.