Shopping for answers

Miscellaneous and Personal Stuff I Must Share
1

I received a phone message from my supervisor- a client was calling stating I was refusing to return her calls. Um, I had one message from said client. She was on my list of calls to return. Anyways, I call client back under the “He who complains loudest, wins” school of client relations.

Me: I’m returning your message- how may I help you?
Client: Didn’t I speak with you last week?
Me: Yes, that was me. What can I do for you?
Client: I don’t want to talk to you. I don’t like what you tell me.

pause

Me: Well, I’m the person on phones today.
Client: When will (other case worker) be taking telephone calls?
Me: Wednesday.
Client: Fine. click

Does she think she will receive the answers the desires by speaking with the other case worker? It drives me nuts when clients call around hoping someone…anyone… will tell them what they want to hear.

HOWEVER, I have found myself shopping for answers when making complaints. Not necessarily going up the food chain, but rather shopping for someone more willing to listen. It doesn’t always work, though.

Do you do this? Do you find success in shoppig for answers?

2

I don’t deliberately go shopping, but I have often been amazed that when dealing with two people who are supposedly at the same level in an organization, one person will be completely unhelpful but then the next person I talk to can solve my problems instantly. It’s not always obvious the difference between the two of them. Maybe #2 is more experienced and knows all the ins and out, or is just plain smarter, or believes in solving the customer’s problem quickly no matter what and sorting it all out later.

I do know that if find myself dealing with that business again and I have a choice, I’ll try to deal with person #2.