Sometimes I’m such an intolerant b*tch. I wanted to title this article “Dealing with Idiot Customers” but thought better of it.
I got this email from a customer who ordered a bio template from my how to write a bio service.
Barbra: I am afraid that this is simply not acceptable. In our previous communication I specifically pointed out what I needed in the bio and I expected you to provide the complete bio, not a template. Please send me the completed bio as we agreed upon or return the money back if you are not going to do this.
Of course, the first thing I did was refund her payment. No problem there. Then I considered what to write back. That’s when Mean Intolerant Barbra popped up. She wanted to write:
I have issued your refund. And you are an idiot.
But fortunately Customer Service Barbra prevailed. She advised me to write:
Dear ________,
I have issued your refund. I’m sorry for the misunderstanding, but if you read the order page you will see that it is very clear that you are purchasing a template, not a custom written bio.
Best of luck to you,
Barbra
Because it’s business, right? It doesn’t hurt me to be nice about it. And hey, if I’m really honest about it…I’ve been in that customer’s place too. I’ve misread things and made assumptions about what I’m getting for my money. So I got over myself and did my bit for peace (and customer service) today.
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{ 2 comments… read them below or add one }
This really makes me chuckle. First of all, knowing the author, Barbra, I find it hard for me to picture her as “mean intolerant b*tch”.
It takes a certain amount of deep breathing and putting one’s emotional attachment to the side when comments breach one’s own pride in their level of service. At least you were able to deflect an immediate response which is impossible on customer service call centers. No wonder they have such a high turnover!
What I like about your reply is that you are gentle yet your message is complete with a firm finesse that addresses the confusion with clarity and no blame.
Thanks Barbra
Thank you Robyn. I like the way you expressed that: “putting one’s emotional attachment to the side when comments breach one’s own pride in their level of service”. That’s exactly what it felt like. Good to have a chuckle, too.