'I'm not getting off this phone, I'm telling you right now, until we get this settled,' he said, audibly agitated.
该名顾客说:“我现在就告诉你,我不会挂掉电话,直到我们解决问题为止。”从他的声音可以听出他非常恼火。
'I'm trying, sir -- ' the employee said calmly. The man interrupted: 'It should not take me from 10 o'clock until 6 in the evening to order a hat online.' 'I agree, sir,' the employee said.
接电话的员工平静地说:“先生,我尽量…”。顾客打断她说道:“在网上订顶帽子,不应该让我从10点钟订到晚上六点吧。” 该员工答道:“是这样的,先生。”
Eventually, the employee discovered his order was being cancelled automatically as a security measure, because he had put in an incorrect billing address. The man never realized he was at fault, nor should he, Ms. Fuller says. 'The customer is always right, no matter what -- even if they're wrong, they're right.'
最终,该员工发现顾客的订单是因为安全原因被自动取消的,他输入了错误的账单地址。富勒说,该顾客从没意识到是他自己错了,他也不用意识到,“顾客永远是对的,无论是什么事情──就算他们有错,他们也是对的。”
Call-center employees handle on average about 40 calls a day. Each inquiry is logged so the employee can see shoppers' purchase histories and whether they have had problems in the past. The company also looks for trends, such as a jump in what it calls WISMO calls (short for 'Where Is My Order?'), to help identify larger, systemic problems.
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