I just called to say......

[archatos.livejournal.com]

Thank you?

Freaky day today.

I work for the complaints and escalations department for a huge computer manufacturer. We get legal, PR and psycho cases from all other departments when they can't handle them, or if the solution has to be something outside the normal process (read: it cost one $ more than usual),

Anyway, yesterday I had a really bitchy customer who was pissed off at the repair center, because they refused his liquid damaged notebook to be repaired as warranty, so he had to use his insurance on it instead. Once they had repaired it, it turned out they never even tested the AC adapter which was also reported in as faulty, so he had gotten the defective one returned with his computer. After listening to the groan and moan, I offered to ship out a new adapter to him as express, just to calm him down a bit. Express usually means 6-8 days delivery, so it wouldn't make him happy, but at least content.

Today I got the tracking number from the company shipping out parts, and thought I'd mail it to him before going home tonight just to show him I care about his case etc. and blablablah. You know the drill.

To my surprise, the guy called in at 11am, and was all chipper. He just wanted to call and say thank you for the wonderful service he had gotten, Turns out UPS had been using their super-rocket-powered airplane to ship his adapter, as it arrived early this morning. And of course everything worked perfectly.

I'm used to being the "arrogant, impolite and aggressive bastard" when it comes to descriptions given by customers. It's my job to be the guy they talk that way about. Having someone call in just to say thank you sort of caught me off guard.

Comments

[asphyxiophelia.livejournal.com]

Actually I know that feeling. There used to be a user @ work who used to say hello to me for the sake of having a chat. He was the only person who didnt greet me with the intention of trying to escalate some shitty job. It's thoughtful, and you won't find much of that in humanity in general.