You Didn’t Even Have to Call
One of my favorite stories from my brief time in customer service was when a man who called up the night after a minor hurricane started screaming that his service didn’t work.
He said that he had complained multiple times and this was the last straw. Clearly our service sucked, and it was our fault his cable was out. He kept cutting me off and calling me rude names. But I had the perfect response.
Finally, I just interjected: Sir, your cable isn’t out because of an issue with our service, your cable is out because a tree branch fell across the cable line. What’s that? How do I know?
Because I saw the branch fall. I’m the one who went out in the rain last night to get the branch out of the street. In fact, I know you know it’s a branch, because I could see you looking out your window at me moving the branch that fell on your property.
Not only that, but when I was done, I went inside and called into work on my day off to arrange a bucket truck to come out and rerun the cable so you could beat the rush of calls that came in all across the island due to the storm. You didn’t even have to call. A truck is already on route. Well, that shut him up.