Customer: “I didn’t get your bill.”
(I check the address to make sure it was right, and made sure an invoice went out.)Me: “I’m sorry you didn’t get your bill, I’ll have another one sent out right away.”
Customer: “What happened to my other bill? Can’t you track it?”
Me (Flabberghasted): “Err, no, everything is sent out regular mail. I have no way of know where it is in the mail.”
Customer: “In the future, I want tracking numbers on all of my mail.”
We spent a good 15 minutes or so arguing over why his request was not possible. The expense would be astronomical, and would require the company to raise prices for everyone. Yet, the customer felt like he was entitled to such a request, since he was such a ‘valued’ customer of the company. Y..e..a..h.. OK…
Hey, I’m all about asking companies for things you don’t normally get. Sometimes, you’ll be surprised at services/products that are available that aren’t always ‘advertised.’ That doesn’t mean you should argue with a rep over what isn’t feasible. Sometimes, what you want just isn’t offered.
I know I’ve stated this before, but it bears repeating: A rep has no control over company policy. Hell, you can many times go further and say the supervisor, nor their supervisor, nor their supervisor has control over company policy. You could even talk to the very manager of the entire customer service division of the company, and still get the same answer.
If you’re unhappy with company policy, or want something that’s currently not available, write-in a complaint. True, a company may not listen to one-two complaints, but if many people are wanting the same thing, then every voice counts.
