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Stop promising callbacks before lunch, one rep's slip cost us 3 refunds
Last Tuesday in Omaha, a coworker told an angry customer 'I'll personally call you back by noon' and then got sick, the customer called our manager at 12:04 and demanded three separate chargebacks for unrelated orders. Why are we even trained to give time-specific promises we can't control? Has anyone else seen one vague line like that spiral into a whole nightmare?
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hunt.aaron28d ago
Man, that is rough. One offhand promise and suddenly you're dealing with chargebacks on orders that had nothing to do with the original problem. We had a guy do the same thing, said he'd call a lady back "in an hour," then his shift ended and he just went home. She called six times before close. The whole time specific times are the issue. "Noon" or "by end of day" sounds nice in the moment, but the second you miss it, the customer stops hearing a person and starts hearing a broken promise. Way better to say you'll get back to them as soon as you can and leave it there.
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