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April 4th, 2019

Customer Service FAIL. (And it was me.)

Soooo, this is fascinating.  And mortifying.  And bizarre.

 I've been doing customer service for about 20 years.  As with anything  you do for a long time, I've gotten increasingly better at my job with  time.  Occasionally I'll see an email I sent 15 years ago and will be  embarrassed by the rookie mistakes I made.  But hey, that's progress!

But wow.  This is... a new one.

 Back in January, a customer emailed me about a shipment that  accidentally went out to him earlier than intended.  (The specifics of  why aren't important.)  So I wrote back to him, and said:

"Sorry  about that, XXXXX!  I'm not quite sure how that happened.  In any event,  I'm now refunding that $5.50 shipping charge back to your card!

Let me know if you need anything else,

Sounds friendly, accommodating, and professional, right?

Or at least that's what I had INTENDED.

 Except - read that again.  And when you get to the word "now", assume  that I accidentally typed a "T" instead of a "W".  Because I did.

(Bonus points for the  exclamation point at the end of my sentence with the typo.  If I'd typed  a "W", it was intended to convey friendliness!  Since I typed a "T", it  instead conveyed "SCREW YOU!")

Reading over his subsequent reply, I suddenly see a frostiness I'd previously missed...!


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