A Customer Service Story
By KATRINKA
@KATRINKA (1624)
United States
June 30, 2007 5:51pm CST
I work in the customer service department of a company that owns a bunch of book clubs. I have to share this incident.
A woman called to complain that she received books she didn't order. I pulled up her account, and seeing the most recent books that were sent to her, I said, "I've Heard that song before and Everyone has a reason." I thought I had said it to sound like a question, but immediately this woman started yelling at me. I waited for her to finish her rant, then I apologized to her.
Then, "I was naming the titles of the books that last went out to you."
Silence.
Then she laughed and said, "Oh. I'm sorry. I thought you were trying to give me a hard time."
Both of us busted up in giggles. When I had composed myself, I told her I'd take care of the problem. She then asked to speak to my supervisor so she could tell her how patient and nice I had been.
Now I'm careful to form my questions in the form of a question.
2 people like this
4 responses
@polachicago (18716)
• United States
2 Jul 07
This is very funny, I think you are very patient, it is hard to find good people in customer care new days.
People are not patient on both sides, and you handle it very well, at least customer was honest....
@KATRINKA (1624)
• United States
4 Jul 07
I appreciate your response. Each day I learn patience. Unfortunately, in most customer service centers, it is production oriented. Where I work, we have specific goals we have to meet. If not, we are sent to "corrective action." If our numbers still don't meet the standards, we lose our jobs. I am happy to say that I am meeting the numbers but also exceeding in quality.
1 person likes this
@arcadian (930)
• United States
31 Jul 07
That you are exceeding in quality doesn't surprise me at all. I thought the story was funny.
One day I was calling a phone company that had tagged onto my account without my permisssion. It had cost me alot, was an illegal thing to do and I was pretty hot under the collar. My daughter overheard me and said there's no point in talking that way. It doesn't do anybody any good. I thought it over later and realized whoever I was talking to wasn't responsible. So what good does yelling do? No matter what the situation I try to be courteous in business calls- treat my friends like crap but I'm good to the collectors (joking) no, really I am polite and patient now, and it does work wonders. You're point is well made, but the story is awfully cute.
1 person likes this
@sudiptacallingu (10879)
• India
5 Jul 07
Thanks for sharing a lovely incident. Your narration has just reminded me once again that I should be just a little more patient and respectful towards the person against whom I am complaining. Most of us are so harassed in our everyday lives that we forget that the people whom we complain against are themselves both the perpetrators and victims of circumstances. Most people world-over are not in control of their lives and are fighting real hard just to stay afloat. Hence they come across as rude and unhelpful but actually talk to them with a smile, and they will answer you back with one.
1 person likes this
@mimpi1911 (25464)
• India
5 Jul 07
Hi katrina,
this was funny yet with greater impliations. miscommunication and misperception and misinterpretation often can lead to the bitter endings. we should always be very careful, specially professionally, for once its out of our mouth we have had it!! recently, i came across an inciddent where someone was complained for reciting shakesperean verses in all fairness!! Today's is a world of changes, fast pace and we are getting increasingly hypersensitive to petty issues. so, its but wise to talk jidiciously..
in your case, the customer was indeed sweet!
@bojo96 (46)
• United States
4 Aug 07
What a great story with a happy ending! I have always tried to remember that the person on the other end of the phone is not personally responsible for the problem(s) I am having. Entering the conversation with a positive attitude has helped me resolve things much easier than some I have heard about calling and ranting at the person. I'm doubly glad I have had patience with customer service reps as my son worked as one for quite a while. The stories he told amazed me. One guy bought a flat panel HDTV that hangs on the wall. He refused to have someone install it for him professionally. When he tried he dropped it on his head giving himself a nasty cut and destroying the TV. He called the hotline demanding reimbursement for the tv and hospital bill. My son tried to explain why it wasn't going to happen,in a nice way. The man demanded to speak to a supervisor, never taking a break from the yelling.
Kudos to those of you that have a customer service job and can smooth the savage beasts that call!
@KATRINKA (1624)
• United States
4 Aug 07
Thank you for supporting us customer service representatives! Unfortunately, calls like your son's are more the norm. People usually don't call the customer service line unless there's a problem. That's what gives us job security. That's also what I try to remember whenever I'm dealing with someone who has been difficult. The nice thing about my job is that usually the call is over in 3 minutes, and I'll never have to deal with that caller again. And the only thing I bring home from my job (other than the cheap books I buy everyday) are bizarre stories. Thanks for your post.
