I was working from home one day when my phone buzzed in my pocket. I quickly sat down at my computer and checked the notification. It was a text message from a customer who was complaining that their name and address did not match on our system.
I sighed. These kinds of complaints were always the worst. They were usually caused by a simple mistake, but the customer would always get so upset. I knew that I needed to handle this carefully.
I typed out a quick response, asking the customer to try restarting their device. If that didn’t work, I would have to escalate the issue to our tech support team.
A few minutes later, I got a reply from the customer. They said that they had already rebooted their device, but the problem was still there.
I was starting to get worried. This was definitely not a simple mistake. I decided to call the customer and see if I could get any more information.
When I called, the customer sounded very upset. They told me that they had been trying to order a product from our website for days, but they kept getting an error message. They were starting to get frustrated and they wanted to know what was going on.
I listened to the customer’s story and I tried to understand the problem. After a few minutes, I realized that there was a bug in our system. The customer’s name and address were being stored incorrectly, which was causing the error message.
I apologized to the customer for the inconvenience and I told them that I would fix the bug right away. I also offered them a free gift card as compensation.
The customer was very understanding and they thanked me for my help. I was relieved that I had been able to resolve the issue and I was glad that I had taken the time to call the customer.
I learned a valuable lesson that day. Sometimes, the best way to deal with a customer complaint is to pick up the phone and talk to them directly. It’s always better to get all the information you need before you try to fix the problem.
— hiro (@hiro_osaka_jp) June 16, 2023
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