I think the customer I got on the phone tonight at the store was a bit of an SS. We will ship items to customers all over the country, and she is in TX, we're in NJ, and had ordered something Friday, knew Monday was a holiday, and was calling for the tracking number.
Ok fine, but only the managers have access to that info, so I very politely told her I'd be happy to take her info, and have the manager look it up, and someone would call her back. I did say, however, knowing we were super busy, that it might not be tonight, but definitely tomorrow, that she would receive a callback. Never once did I use any tone of voice other than my normal one.
I guess my answer wasn't acceptable to her as she then proceeded to tell me I was rude, and how the lady she spoke with when she ordered her item was soooo much more pleasant, and if i was having a bad day, don't take it out on her, and that I needed to put someone else on the phone! I said "Ma'am, I'm very sorry if you thought I was rude, it was not my intention at all" (I know I wasn't). she then announced "I WILL get a call back tonight" several times, and hung up on me.
Ok. the only thing i might have done differently was to simply say i would have the manager look up the info, and call her back as soon as possible. The reason I didn't do that was sometimes when they're busy, and I've asked for stuff like that from a manager, they've told me they are busy, and it will have to wait. So i didn't want the customer to get mad if we said we'd call today, and did not.
I think she wanted us to fawn all over her, and say, oh yes, i will find that out right now, and call you back in the next 10 minutes, or whatever.
and my co-worker who overhead me, said i was in no way, shape, or form rude.
I was so angry, and this was the climax to an already frustrating day, plus i suspect some PMS, she made me cry. In 8 years, that's the first time its ever happened. but on a good note, we were not busy, had an extra person on, so I got to leave an hour and a half early.