How does a service rep suppose to act towards a customer who is obviously looking for a fight? Had a guy today wanting a piece of equipment to drop off in another state.. The one he wanted - we cannot let go to another state, it HAS to be a local move.. pick up and drop off at the same place..
I explained the reason he had to get a bigger piece of equipment - something he didn't want, but he has no choice in the matter because NONE of our cargo vans - ANYWHERE - can go to another city/state.. his first response to me telling him this was - "I have a short fuse when it comes to these things and I will get the cargo van to take to where I need it, my card will be charged XXX amt of dollars for the cargo van when we pick it up." I told him, 'No sir, you will not get a cargo van, I have a 14' truck avail for you to pick up at the same price you were quoted (his res said nothing about a cargo van and had him in for a 10' truck - we don't have any - its the beginning of the month, during the busiest time of year), our cargo vans cannot go one way, would you like me to hold onto this truck for you as I do have some other customers who would like to use it for their move"
He says - "see, now you just threw wood on my fire!"... so I said "Excuse me?" and he said "you sound kinda hoarse".. I said, "well, I've been here since 630 this morning" (It was then 645pm - i don't take lunch breaks, and honestly didn't even take a 10 or 15 minute break, I was going ALL day, and of course talking ALL day) then he's like.. "well I've been up since 5am and...."
Thank the universe the call dropped.... and since he was xferred to me I couldn't pull the number from caller ID and the phone on the contract kept going straight to VM...
I mean, I've seen crazy customers.. and of course I didn't type up the whole conversation.. but cheese and rice this guy was bonkers...
So, if the customer is supposed to always be right - what would you do in this situation??
BTW, I cancelled his reservation since he had been scheduled to pick up at 445 this afternoon and I was nice enough to keep extending but of course he never showed.. I have his name written down in case he comes in to try to rent a cargo van for a "local" move... haha..