February 26, 2008
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Frustrating Individual
So I am trying to get back into the customer service swing of things. One of the things I do is take all the IMs from the live chat support we have on our site. When a call comes in my computer “rings” like a phone and I know there is a message to respond to. So earlier today I click on the box as it rings and accept a call from someone I shall call RG.
“I ordered DAYS ago and you CHARGED my card…It has been at least a WEEK and I STILL don’t have my PRODUCT! PLEASE ADVISE!!!!!!!”
So I respond: “So very sorry. Give me just a moment to look up your order and find out what is going on.”
“Ok. Thank you”
(Insert about three or four minutes while I fight with our super slow internet to pull up the order)
“Ma’am I apologize for the delay, I am having internet complications.”
“Complications! What do you MEAN complications??”
“What do you MEAN temporarily unavailable???? What does that MEAN????”
Realizing that I have a rather volatile individual on my hands and concerned that I would get disconnected again before I could sort out what her problem was I asked for and received her phone number and gave her a call.
THEN the real fun began.
“This is crazy, just CRAZY I tell you. If you people are going to STEAL my money like this I am just going to report you to the Better Business Bureau!!!!”
“Ma’am give me just a minute to find out what is going on. If there is something wrong I give you my word we will make it right.”
FINALLY I get the information on her order and find out that she placed an order on Wednesday afternoon, we boxed it up and FedEx picked it up on Thursday. She paid for regular FedEx Ground delivery. According to the tracking information it was on the truck for delivery today.
After explaining the apparently novel concept that FedEx Ground does not transport or deliver packages on weekends, and further explained that due to storms in various areas of the country some FedEx deliveries have experienced one to two day delays I was treated to this response…
“Well, if they KNEW they were not going to deliver on the weekend they should have PLANNED for it and had it to me by Friday! I mean, if they know these things are going to happen they should plan accordingly for them and not make me suffer for their lack of followthrough. I expect a full refund and I am just so upset I could scream.”
After a few minutes of me earnestly and painstakingly explaining some of the realities of shipping life to her and reassuring that she would get a full refund on everything if she wished I THOUGHT I had managed to successfully calm her down when I literally hear a scream on the other end. Later I put two and two together and realized that she had logged into her account on our website while we were talking. What followed was an ear blistering rant on us stealing her credit card and putting charges on it without her permission etc. etc. etc. How DARE we charge her card today???
After another several minutes of confusion and anxiety on my part and wild threats on hers a light bulb went off for me. “Ma’am… Have you ever ordered such and such from us before?”
“Why yes, several months ago.”
“That is what you are seeing. That is the old order showing up on your account. We haven’t charged your card for anything today.”
“Are you SURE???”
“Yes, ma’m. Absolutely positive. That is your old order. Do you also see the order you placed last week? Yes? Good. Those are the only two orders you have ever placed with us.”By the end of the conversation with her I was about ready to scream myself and get down on my knees and beg the woman to never buy anything from us ever again. Her hysteria, wild accusations and feeble grip on reality was enough to make my stomach churn. Later I went back and looked at her order…Yup. Sure enough. Every hormone balancing product we carry. If EVER anybody needed help in that area it’s probably her! So, I don’t know whether to be selfish and hope that she returns the products and we can refund her and go merrily on our way, or be selfless and hope that she takes the products for her poor families sake. I cannot imagine living with an individual like that day in and day out.
Yeah, people like that are why I have my moments of totally hating customer service. Bleh, thankfully tomorrow is another day!!
Comments (6)
Awww. Sometimes I just don’t get people.
Aw…girl. I think you probably handled it much better than I would have. I applaud you.
You deserve a nice big cup of tea, or cocoa, or chai, or something…put your feet up, take a breath, and relax. 
Funny side thought…maybe she needs a reminder email or something when you think she may be close to running low.
Hee, hee…
Anyway, hope today is better than that.
God bless!
that’s hilarious! sounds like you handled yourself with cool and grace..
someone get that woman her pills – and quick!!
Oh my word. . . are these people for real???
Did you get my message the other day?
Gah. I know *exactly* what you are talking about!
I personally think that there should be a point system for customer service people and you rack up points for levels of difficulty experienced with problem customers. When you get enough points you are rewarded with different things like a full body massage or a day of browsing at the mall or somebody cleaning your bathroom for you. LOL. Though I have to say, sometimes even rewards as good as those are not worth the trauma.
Hope the rest of the week is better!
Good grief! Don’t you hate dealing with the public? That’s the worst part about my job.
