I had a agressive customer call me and started throwing daggers. He claimed he called my tech 3 times and no reply. We are a small company. One tech answers pretty much same day even though he's out in the field often and busy carrying the weight of the company on his back. The other is too good to answer me let alone a customer but if we make him wait a half hour he escalates to the president of the company.
My mind forgot the second person existed while on this call as he's unreliable and inefficient and I was annoyed that it seemed like the customer was mad at the first guy.
He told me he was annoyed that I answered the phone first time he called but that he tried to get ahold of our technfor three days. I apologized and let him know he's in the field and doesn't always have access to his phone but he responds to all voicemails and for now, I could help him and or relay the information and have the tech get back to him. He didn't give me a shot and kept throwing blades at me and my tech.
Once he hung up on me after yelling. As the above was all I got the opportunity to say in between his not so professional tantrum, I got annoyed and mumbled to myself (as I do all day) but this time a bit annoyed, "Gosh, I get it, eat a cookie already."
Lol, I love that I can talk to myself and make myself laugh even if it's only funny to me. It's important to laugh a lot in life.
Then I remembered I have another tech and boy causes problems all the time and I also got annoyed on the customers behalf but whatever, why be made over something that won't matter five minutes from now.
But better believe I normally after hearing that he's ghosting the customer, cc the customer on an email to him letting him know they have been trying to reach them. As even if I reach out to him separately, when I check back with the customer, they say he still hasn't reached out. It's the only way to get him to respond.
It's dumb the company knows he does this and still lets him hurt our name and customer trust.
I'm for sure not perfect and clearly got annoyed after the call but dang. Do better.
I'm always a cleaning up his destroyed relationships with customers but sometimes like this, it leaves a nasty taste in the customers mental mouth.
