Our call centre isn’t big, but then again it is very efficient and rarely has dropped or missed calls. Plus we have sufficient measures in place to allow us to call people back as soon as things slack off.

However, yesterday a client called to ask about something (which being a broadcast problem wasn’t our problem and wasn’t our fault), and he called during a busy period. After being on old for 4min 31seconds he was offered the opportunity of being called back rather than waiting, he could leave a message with his details and normally we call back within a couple of hours at most. He left this message:

NSFW: http://www.orbit.me.uk/gallery2/main.php?g2_itemId=1206

Pleasent chap to use that kind of bad language to some people who are there to help and who weren’t actually responsible for his troubles. But it’s our box they are using it must be our fault.

He was called back, around 10min later, funnily he hadn’t left his phone number on the message but everything is logged anyway. He was very sheepish and humble; surprised to be called back by someone so helpful.

 

Last week, I wanted some product info on some silicon, I go to the companies website, and there is nowt on there, just a form to fill out to request more info. So I send that off with a sarcastic remark about hating silicon companies who don't publish basic datasheets. Then that gets a "stuck in the queue" response via email from their server! Then today I get a one line response from someone there:
"But isn't [my company] also producing [technology I am interested in] silicon?" 

Is this customer service?! And it turns out that the initial response is from the company director of technical marketing! My god how has this man survived 20 years in marketing in Silicon Valley?!

I know I'm having a bad day, but really, did I deserve this?!

 Bob

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