Part of my job is answering consumer questions. Pretty straight forward for the most part. Even with the odd/strange/
that I will get. Normally, I can get the answer pretty quickly or find someone in another department to help with some technical questions.
Last week we I got someone who called our main line and was looking for a particular product that I have only seen as a commodity product - sent to schools, used by military, some even in large food banks. Never in retail. He was sent to my co-worker's phone, but not sure what the outcome was.
Yesterday he called back to the main line and the person sent him to me. So I explain that we don't keep records of who packages this product (not our responsibility or in our scope of influence). I explained several times that I just did not have the resources to find the information for him. I look up some things online, including some smaller companies who have said product. "No, they are too expensive and I need quite a bit"
Finally I give him the number of the government agency in charge of the category that product is in. They should know who packages it for them. He was nice about it, and thanked me for tracking that number down.
This morning I got a call from my main line. It is the product dude again wanting to know processers for this product. Thankfully she asked if I wanted the call. No. I have NO additional information from early this week about this subject because it is not something that we are in charge of or have access to. He had been told to call us by a sister organization. And apparently without checking his notes to see that he had already talked to us. She was going to explain it to him that he had already called twice and we just don't have any additional information.
Any other frustrated CSR that have a good answer to "As you were told before...."?
It is just
a major pet peeve of mine when people call the same store/company and try to get a different answer when they don't like the first answer. We have had a couple different people call our office and speak to 3 people in my department and 2 from another department about the same subject because they didn't like the company's answer. (The answer is still NO, and hey, there are only about 60 of us in this office and we know you have been trying to get different answers)
Or when they call in with a question and you tell them the answer and they say "are you sure?" SIGH.