I spent some hours last week filling in for several traveling Client Services employees and for the most part, enjoyed talking to clients, assisting with their needs, and getting the job done. And then there was *Frank.
Frank was a ticket buyer – and called because he hadn’t received his tickets in the mail. Our agent explained that in this case, there was an order for the ticket stock that was seriously delayed due to the east coast storms and flooding, and that his tickets would be mailed the following week.
For most buyers, this was reasonable. But Frank – for whatever things are going on in his life – decided to escalate the call to a supervisor. It was, as he said, “ridiculous and unacceptable.” It was almost closing and the supervisor was in my office, so I told him I would take the call. It had been a number of years since I’d handled a customer complaint, and I thought it would be good for me to stay in touch with the daily dealings of my staff. Continue reading