I haven't posted here for a wee while but I just had a customer on the phone that I'd like to share with you.
I work for a well known telecommunications company in the UK who provides Broadband, landline, television and mobile phones.
I had a customer who was very irate and demanded a refund as her television wasn't working, I checked the bills and she hasn't been charged for this service, only her landline was on that bill. Customer was adamant that she was entitled to a refund as she has paid £36.58. I assured her that this charge wasn't for her television and she isn't entitled to a refund. I placed the customer on hold to arrange collection of her equipment and checked her Broadband account out of curiousty. Lo and behold, the charge was for that bill. I went to explain to customer but she was having none of it, her voice was getting louder and louder, higher and higher while I was sitting talking calmer and lowering my voice a bit hoping to calm her down.
She still believes she is entitled for a refund and has threated to take the company I work for to Watchdog. She previously mentioned this when I asked her who the advisor was that she spoke to last and possibly what date she called when she played the "one of your colleagues said I can have a refund" card. I quote from the note " no [television] charges on account so nothing to refund cust is aware"
She finally realised I wasnt going to cave in after 20 minutes and hung up. I left a note to the effect of "no refund as amount paid is for Broadband bill"
Have you had any instances of customer pwnage when they try to use anger and intimadation to get there way and they don't as you have concreate evidence they are lying?