How do you deal with customer you really want to puch in the face?

[G.Beard]

How do you deal with customers you really want to punch in the face?...



Today I had a call from a guy, boefore he said anything about his issue this guy immediately told me he was "the son of Ken Livingstone" (some london political bod). He then told me he had pulled the end off his MagSafe charger and he wanted me to cover it under warranty (6 months warranty) but in our terms and conditions it states that physical damage is not covered. He kept arguing the toss and puffing up with his self important bullshit. I don't care who you are, you were born, you eat sleep shit piss and you'll die too. Just like everyone else.... Aaaand this guy happen to be a complete cock

I pointed out that had this been electrical fault to the MacBook, or a failed charger I would cover it. After maybe half an hour my diplomacy ran out and my supply of gritted teeth polite was depleted. I hung up becuse we were getting nowhere.

How do you guys deal with it when you get to the point that anyone in a non business capacity would just say F* off.

 

[dukefawks]

The only improvement I see here is that you should've hung up on him after 5 minutes. He'll probably never buy another machine from you anyway so why would you give him another charger. Maybe if it was within the first week, but after that shit like this is their problem.

 

[larossmann]

There is this saying that "I'M GOING TO TELL EVERYONE I KNOW NOT TO COME HERE!!!" the reality is that this is great stuff. He will tell all his self important friends who are dicks just like him not to show up, and you will avoid them.

I treat people nicely and fix things outside warranty all the time for the customers I want to walk through my door, and I am curt and not much helpful to people I don't want.. very simple.

By listening to him for 30 minutes, you're just wasting time.

 

[Repairable]

I lisen. I respond. I tel them in a polite way to shove it.
That in About 5 minutes.
If there Nice and loyaal and if they have the dignety to be hounest i maby give them a small discount or benefit of the doubt.

But at the sentence "i am Son of Cock and balls" he lost my attention
Completly

 

[G.Beard]

Cheers guys. Electrical fault I would have no issues with at all.
The phone coversation was probably more like 15 minutes but the guy went on so much I felt like my ears were wilting... Was longer than 5 minutes to be sure.
I think next time I'll give warning before ending a conversation.

From your comments I have taken in some common sense points
1, Listen completely
2, Respond politely
3, Keep it short

Which all sounds kinda obvious when looking at it but in practice I think requires an amount of presence.... Being the difference between observing a situation and responding, or getting caught up in pointless bullshit going round in circles. Which I guess ammounts to hte difference between a response rather than a reaction.

Anyway, all good stuff guys thank you

 

[leonattpcs]

I know this thread is from a long time ago, but Louis is right and I think the same way. There are customers you WANT and customers you DON'T WANT. For the customers you DON'T WANT tell them everything they don't want to hear and again keep it short.