You know how they say the customer is always right? I forgot that this morning.
The customer from last week rang to express his discontent that we still hadn’t sent him the details he needed and that he didn’t see why he should pay to return the goods and that it was all our fault . . .
I apologised for whatever it was that we had got wrong this time, expressed my surprise that it wasn’t proceeding smoothly and ascertained what the problem was. It was the same as last week – he has cocked it up again and pressed the wrong buttons, bringing the whole refund process to a halt. This, it appears is all my fault.
At that point I snapped and said “No!”
I explained that I was sorry that he hadn’t received what he wanted and that he hadn’t had his refund but said I was unwilling to carry on being told it was my fault. I have sent him the things he ordered and I have sent him what he needed to obtain a refund. He, on the other hand, ordered the wrong things and has failed to press the right buttons to obtain the refund. It is costing us money to correct his mistake and enough is enough.
I have now sent him a stamped addressed envelope and look forward to seeing if he manages to work that without mishap.
Now I feel guilty, because I have told a customer he is wrong, but I just couldn’t take it any more. Even if it were my fault, there’s no need for the constant chorus of blame, but some people just like to blame somebody for their misfortune, and it’s never their fault, or the product of blind chance.