bad customer service pisses me off sfh. It’s becoming a rage trigger for me. I’m weird, off putting and suck at humans and yet I can do this quite easily. You can’t? Have you tried not being a lazy shit? seriously it’s not fucking hard.

• Listen to customer
• Identify issue
• If issue on customer end, politely point them to how to resolve themselves
• If issue on your end apologise and resolve or flag for resolution

And no “I understand how frustrating that must be” is not an apology. It’s not even active listening in a CS scenario. it’s passive aggression

SCENARIO:
“Hey, you delivered this parcel to the completely wrong address. The connote says something completely different to the order wtf? I mean I went over and grabbed it and have it here, but WTF??”

Correct answer: [confirm address with customer] Please let me apologise - that should not have happened. I can see the order you placed had the address you stated, can you confirm where the parcel ended up? Ok yeah that’s definitely the wrong address. I’m just gonna flag this with the courier and try and work out what happened. It’s probably going to take a while to get an answer from them, is it ok if I email you when they respond? [AND THEN YOU FKKING FOLLOW THROUGH AND TAKE MEASURES TO PREVENT REOCCURANCE]

WRONG answer: I can understand how frustrating that must be. I will flag that with our courier. [and then nothing]

CAN YA GUESS WHICH ONE OF THESE IS GONNA ESCALATE? CAN YA???

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