That customer who called me a liar about our return policy changed how I handle complaints

Last Tuesday at the call center in Phoenix, this guy screamed at me for 15 minutes because he thought I was making up the 30 day window. He kept saying "your website doesn't say that" even though I pulled it up right there. Has anyone else had a customer absolutely refuse to believe the policy you're literally reading off the screen?

3 comments

3 Comments

kimreed29d ago

Wait what did you end up doing after that call? Did you just let it go or did you escalate it to a supervisor? Because honestly that kind of stuff gets under my skin and I wonder if there's a way to shut it down without making the customer even angrier. The whole "I know you're lying" attitude just kills me when you have proof right there on your screen. Do you think he actually checked the website beforehand or was he just trying to bully you into giving him a refund past the window?

taylor_hayes2529d ago

Three calls in one week changed my mind completely, @kimreed.

robertgreen26d ago

Stood behind a lady once who argued with a rep for ten minutes about a charge she didn't make. Turned out to be her kid buying Minecraft coins, @kimreed. She hung up real fast after that.