I got threatened at work over the phone today. This customer was going off with a capital O. A couple of her phone lines had been automatically disconnected, as she had requested all the way back in June, to get a cheaper rate for a particular system, and it had taken her almost a week to realise this. She wanted compensation, she wanted an explanation of what had happened, and then she said she was 'going to kill somebody' about the muck up.
It was just lucky that we both had cooling down time of five minutes or so while I put together the order to turn the lines back on, but I had to vent to LDU behind me about it all. Didn't go to a supervisor until I saw whether the customer would turn the heat up again. She was quieter when I came back, and I advised that I would set up an investigation as to what had happened, and was very soothing and understanding I thought and hoped, and the customer burst into tears about the whole thing. Even though she had been on my case the previous twenty minutes, my heart went out to her and how much stress she was under.
Of course, didn't help her cause when she rang in later to say that the order hadn't gone through, and was on the phone with ASI for about two hours. Then she rang in again to SGR to see how the fix up was going, and ASI was as unhappy with a customer as I think I have ever seen, and the customer wanting to speak to me was a running joke for the rest of the day. But really, being angry enough to say you would cause harm to someone, even without it being fatal hmm, ASI said if she had got the original call, she would have had the customer 'drop out' of the call. For once, I didn't take the insult personally, and was very calm and zen about it all, apart from a two minute blowing my stack venting to LDU period while customer was on hold.
And just another one of those days where half my calls seemed to be difficult issues, either with the customers or what they were wanting - seemed at least four of my calls needed TLC to guide the customer through what they wanted. Another draining, another interesting in slightly wrong ways day.
More soon
Paul
It was just lucky that we both had cooling down time of five minutes or so while I put together the order to turn the lines back on, but I had to vent to LDU behind me about it all. Didn't go to a supervisor until I saw whether the customer would turn the heat up again. She was quieter when I came back, and I advised that I would set up an investigation as to what had happened, and was very soothing and understanding I thought and hoped, and the customer burst into tears about the whole thing. Even though she had been on my case the previous twenty minutes, my heart went out to her and how much stress she was under.
Of course, didn't help her cause when she rang in later to say that the order hadn't gone through, and was on the phone with ASI for about two hours. Then she rang in again to SGR to see how the fix up was going, and ASI was as unhappy with a customer as I think I have ever seen, and the customer wanting to speak to me was a running joke for the rest of the day. But really, being angry enough to say you would cause harm to someone, even without it being fatal hmm, ASI said if she had got the original call, she would have had the customer 'drop out' of the call. For once, I didn't take the insult personally, and was very calm and zen about it all, apart from a two minute blowing my stack venting to LDU period while customer was on hold.
And just another one of those days where half my calls seemed to be difficult issues, either with the customers or what they were wanting - seemed at least four of my calls needed TLC to guide the customer through what they wanted. Another draining, another interesting in slightly wrong ways day.
More soon
Paul
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