... even when he's clearly lying through his teeth.
Ahh, customer service... the job where on a daily basis you walk a fine line between doing your stated job purpose (serving the customer) and acting in the best interest of your employer.
My final call of the day today was from a gentleman who was very confident in his rightness as the consumer, very matter of fact, and very infuriating in his conviction that I could do nothing to change the outcome that he was aiming for.
At the outset of the call he made it clear that he was in the car on his cell phone - he travels "all the time" - and he was "far too busy" to deal with these petty matters like following up on orders he placed and never paid for. He was looking at a statement we'd sent him for a past due balance. He informed me that he never received the order in question. I pulled up his order history and was immediately dumbstruck.
The order (for diabetic test strips) was placed on May 27th. This was his first, and only, order with us. The code on the order in our system indicated that it was originated by a call to us asking us to contact his doctor's office for his prescription. The order was shipped on June 2nd by first class mail. The amount due on the order was $130.00. And the customer insisted that he never received the order.
Since the order was from almost 5 months ago, I expected there would have been a history of at least a handful of phone calls logged from him asking about order status, or responding to previously mailed statements (which would have been sent once per month since the order was shipped).
Nope. This man called us once on May 27th, and has not bothered to contact us again until today, when he decided to deal with the letter we sent him threatening to send him to collections for the past due balance on his account.