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Started By
Message
How would you handle this customer service issue?
Posted on 3/25/11 at 2:14 pm
Posted on 3/25/11 at 2:14 pm
We run a service business. We had a former employee who has really screwed up a few jobs. As such we have to redo the work.
We have been handling each customer on a case by case basis and first come first serve.
We have been trying to get in touch with one customer since last friday, calling everyday, in order to schedule another time when we can come out. We had some open slots last week.
He calls today and demands that we come tomorrow. I can't do that becuase I have two other customer service calls to do.
How would you salvage this? We are really short on resources right now while I am training a new person. The earliest that I can get out there is Monday.
We have been handling each customer on a case by case basis and first come first serve.
We have been trying to get in touch with one customer since last friday, calling everyday, in order to schedule another time when we can come out. We had some open slots last week.
He calls today and demands that we come tomorrow. I can't do that becuase I have two other customer service calls to do.
How would you salvage this? We are really short on resources right now while I am training a new person. The earliest that I can get out there is Monday.
4
Posted on 3/25/11 at 2:16 pm to lsufanintexas
Tell him exactly what you just posted here.
quote:
We are really short on resources right now while I am training a new person. The earliest that I can get out there is Monday.
Posted on 3/25/11 at 2:33 pm to I Love Bama
See if either of your other customers are more flexible. If not, be honest and let the chips fall where they may. Possibly offer some incentative if it's a good customer.
Posted on 3/25/11 at 2:35 pm to lsufanintexas
Agree to meet him at 5 AM tomorrow.
Tell him it's the only time you're available on Saturday due to the reasons you already stated in this thread
Then give him the Monday option.
Tell him it's the only time you're available on Saturday due to the reasons you already stated in this thread
Then give him the Monday option.
Posted on 3/25/11 at 5:14 pm to lsufanintexas
Maybe a price break is in order, the good will may make you more money in the long term.
Posted on 3/25/11 at 8:10 pm to JWS3
explain that you need time to do the job correctly and you have blocked Monday to ensure this happens
Posted on 3/25/11 at 11:18 pm to 756
If you can't do it...you can't do it!
It's not like you aren't trying...
It's not like you aren't trying...
Posted on 3/25/11 at 11:56 pm to lsufanintexas
I don't know how much you can afford to lose a customer or two, but that douche sounds like the type of customer I wouldn't want. I guess in this economy only a few businesses can be selective though.
Posted on 3/26/11 at 7:45 am to SitchProdigy
quote:
I don't know how much you can afford to lose a customer or two, but that douche sounds like the type of customer I wouldn't want
This.. 3% of the population are here to be jerks-Fact. Hold your head up. You are doing the right thing. Don't stoop to his level by being "smart" back with him. Just politely tell him you are giving it your best and you will stay with him until it is right.
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