So a customer calls in (or CCI if you're typing notes into
the system) with a device that won't power on.
I attempted to walk him through getting the device to power
on by hitting numerous keys. It blinked on for a second and then shut down.
Suffice to say that even at the beginning of the call, the
customer was in a huge snit! This device was his lifeline to his business,
which would surely crumple and fall to the ground without said device.
I understand, I truly do! I have a very similar device that
I use just for personal, and I would be in a total MOOD if it stopped working.
For this reason, I back it up twenty different ways. I create backups of
backups. I backup backups of backups. Yes, I am slightly OCD.
So I was trying to keep the call calm. I asked the customer
if he had backed up his device, which promptly escalated his mood to a higher
form of atomic melt down. But I finally got him to the boot drive screen where
we could master reset or wipe the device.
And then the device froze.
No amount of cajoling, begging, or screaming at said device
would bring it back to life.
So said company that I work for has warranty centers all
over the USA .
I checked, and there were none available in the customer's area. So I offered
him a warranty exchange.
As most consumers have learned by now, when they request a
warranty exchange, they get a refurbished device. Unfortunately for me, this
customer knew this and exploded again.
He SCREAMED into my ear that he had a brand new device and
wanted a brand new device in exchange. I pulled up his information and found
that his device was 6 months old... Yeah, not so new. If it was 30 days old, or
less, I could replace it with a new device.
He ranted and raved in my ear that he had used this
manufacturer's devices for 8 years and had NEVER had this problem until he came
to the company I was pretending to work for.
I calmly advised him that the company I pretend to work for
(not worded like that) didn't manufacture the device. I also wanted to add that
this was not a conspiracy to ruin his business and destroy the very bonds that
hold his family together.
I didn't mention that he really should have backed up his
phone. Because that is what smart people do.
And he continued to demand a new phone as a replacement.
It took everything in my entire body, including pacing back
and forth beside my desk and doing deep knee bends to not say: Well, if you
want me to send you a new phone, I require that you send me back one in
exchange.
Then he requested a supervisor.
This is when my scripting from my previous post kicked into
action: Would you mind holding for 4-5 minutes while I find a supervisor?
At which point, he exploded again and said he was going to
cancel.
I had a really hard time not smirking at his two-line account,
because it would cost him almost $600.00, to cancel.
Would you like me to send you any self-help options, today
sir?
CLICK!
Have I addressed all your concerns?