Comments | yduras: I think I've spotted your problem, ma'am

yduras

I think I've spotted your problem, ma'am

Sep 03, 2009 18:54

As reported to me by someone in another department:
Customer: Those people never contacted me.
Rep: I see here they sent you an email.
Customer: I don't check emails!
Rep: And tried to call you several times.
Rep: And left you messages.
Customer: I don't return calls!
Rep: Would you like to talk to them now?
Customer: No! I'm too busy!
(Despite being too ( Read more... )

work, rant

Comments 7

kk1raven September 3 2009, 23:57:40 UTC

Perhaps the customer expects you to make a personal visit?

tygerr September 5 2009, 18:25:33 UTC

But ONLY at a time that isn't inconvenient, mind you!

a2zmom September 4 2009, 00:15:34 UTC

You obviously need to use telepathy.

wyvernfree September 4 2009, 01:14:33 UTC

You need to refer her to the Department of Psionic Communications.

Either that or she expects you to text her. "LOL u nd 2 plg yr comp in!!!"

kd5mdk September 4 2009, 02:12:44 UTC

I recommend a CandyGram.

sraun September 4 2009, 13:59:32 UTC

Fortunately, I do internal computer support. I can leave voice-mail / send e-mail saying 'We've tried to contact three times about this matter. If we do not hear back from you with two business days, we will assume that this is no longer a problem.' It's amazing how quickly that gets a reply if there's still a problem.

Could this be escalated to management? It sounds like you have a handle on the technical side, what you have is a customer problem - someone needs to talk to the customer (or, if you're lucky, the customer's boss?), and explain things to them.

yduras September 4 2009, 15:32:57 UTC

I'm planning on trying her once, and then asking for her assistant. After three tries, I close the ticket and she can call back if she wants to complain more. I think the assistant is my best bet, though.

We get this a lot. 'Cause customers are wacky. My favorite variant, though, are the people who complain to us that they were never notified of something by replying to the notification email!

My absolute favorite was the guy who called in saying he shouldn't have to pay for something because he didn't know about it. Leaving aside that we had a contract signed by him for it, he was calling us because he'd opened the getting started mailing we sent all customers. When I checked, I saw we'd mailed it three months before. He confirmed that yes, he'd had the packet for three months, but he'd only opened it that day. So he should be comped the last three months because he didn't know about it. I've always wanted to try that on a credit card company -- "Oh, sure, you sent me the statement three months ago, but I only opened it ( ... )