Recently I have started in a new job, the new role I have is more customer service focused than my previous job, but it has me thinking back to the job prior where I dealt with the returns and repairs of faulty computer products sold where I worked.
This reminds me of several different incidences that occurred over my time there, and I thought that I would share them.
- This one is quite funny, and why it is important to keep your cool. I had a customer come up to the counter, already frustrated, and before I could utter a word, they began their tirade.
They were upset because they had been provided with an ‘Asian power supply’ for their laptop. They continued to berate me and the company, without allowing a response, for what seemed a long time but was very likely close to 5 minutes.
“[Company] Should know better than to sell cheap Asian crap.”
“You should inspect your products so people don’t waste their time.”
“I am too busy to waste time dealing with your shitty service”
There was not too much I could do to interrupt the rant, as I was there solo, and a couple of customers waited for their turn to deal with me.
At one point the customer held the power supply still enough for me to remove a little plastic cap that covered the prongs on the power plug. The customer stopped speaking, looked at the plug and left without saying a word (or an apology).
I held my composure, but the customer behind them found it hilarious. - As a standard, all items booked in were given a book-in sheet that was signed by the customer, and the customer had to return in order to claim their goods. Alternatively, as long as we could verify that the person collecting was the same person, we would allow them to take the item.
One day I had a tradie come in to collect his PC. As per normal, I asked for his documentation, he didn’t have it. Nor did he have a wallet, phone or any other method to confirm he was who he said he was.
His reaction when I declined to release the PC because I could not confirm he was the owner was to knock everything off my counter and threaten to ‘smash’ me if I did not give him his PC.
The training I had taught me that sometimes something ludicrous can break a rage, so I decided to implement it, though I must iterate, if you ever decide to try this, please ensure you evaluate the person you are dealing with. I responded with:
“Go for it, there are camera’s everywhere and I could use the extra money.”
The customer literally did a double-take and walked away. They came back later with their book-in sheet and apologised. After they calmed down they were glad that I would just not hand over their laptop to anyone. - The company I worked for offered different products that had certain guarantees with them, staff were well versed in what products offered what and what to recommend. Some covered the same things as warranties and some covered the products with insurance. In this particular instance, the salesperson involved started as someone who was notorious for returns, but then took the time to work with me and improve himself to the point where it was very rare for me to return any of his products.
So a lady showed up at the counter, with her laptop covered in vomit demanding a replacement, in this particular case she had purchased an extended warranty, not a product that would have covered a replacement claim. It was escalated to me, and upon seeing who the salesperson was, I knew it was not a matter of him providing the wrong information. I managed to calm the customer down after explaining that the extended warranty was essentially an extension of all the things the warranty covered.
Still not happy with my response, I agreed to take on her case and raise the issue as far as I could. I didn’t want to take the PC, but as the client wouldn’t leave with it, I double-bagged it and shelved it. I tried to argue the customer’s case, but it was not successful (as was my job) and in addition to that, my staff member that dealt with the customer originally and I both ended up with gastro. - A very tired looking customer came in with a laptop that, from their description, clearly had a manufacturer defect. The main issue was it was outside of the manufacturer’s time period for DOA replacement (Defective on Activation). The client explained that they had just had a baby, and even had a doctor’s note on hand.
I explained to the client that I was required to run tests to confirm the defect and though I could not guarantee replacement, I would do what I could. The client got very upset, demanded an instant replacement and became unreasonable. I listened to their demands as I booked the item in. I explained that I could not do an instant replacement, as it was outside of the DOA window, and that I could do not anything without first running the required tests on the computer to confirm the fault and that seemed to placate them.
I took the laptop into the workroom and began the tests, then picked up the phone to call the manufacturer’s representative, but due to amazing timing, I had actually answered a call from the same customer, not more than 2 minutes after having seen them leave.
They went on a tirade about having bought the computer in good faith and that I should have instantly replaced the computer. I had been on the receiving end of this customers tiredness and frustration for the better part of 20 minutes and lost my cool. “Sir, that is enough. I am doing what I can to help you, now stop carrying on and let me do my job.”
I received a very quiet “Okay,” and the call was ended.
I called the rep, and whilst on the phone to them, the computer errored. I explained the situation and the rep was more than happy to authorise the replacement. I left a voicemail for the client and organised the replacement.
My boss stepped into the workroom about 20 minutes later and asked about the job, and I handed him the relevant paperwork for the replacement computer. My boss organised the replacement with the client and ensured they were happy and saw them on their way. I was then called into the bosses office.
I was informed that the customer had told my boss how unreasonable they had been and how amazingly I had handled them. In fact, the client was too embarrassed to come to me directly after not only sorting out the issue but getting them the replacement even after how they had treated me. My boss told me he had never in his life experienced someone so grateful, yet so embarrassed at the same time.
Farreg 