I encountered a very rude client today. Even though, it was communicated to her that we no longer hold a particular company contract, and thus, the files are transferred back to the parent company.
She did not understand the concept, and when she couldn't fight her way through to get what she wanted with the parent company. She called us, well me, to complain.
At first, I sat there and tried to logically tell her that anything regarding to this particular file will be dealt ONLY between client and the parent company. And that the parent company will not release her information to us.
You know what her reply was?
"Well, I am going to go to the newspaper and report you guys. And by the way, are you sure you did not profit personally from my contract?"
After hearing this, that was icing on the cake, adding fuel to the fire....
I couldn't believe what I was hearing. I explained to her that there's no potential reason or method for me to profit personally from your contract or misfortune, nor will going to the newspaper do anything good for you and the parent company.
She then went on indicating that the parent company are not helping her the way she wanted them to. I have no choice but to continue to advise her to contact the parent company...
In this event, what will you guys do? Are all customer service rep. to blame for the termination of company contracts? or as a matter of fact, to be blamed for agents selling products and ran away?
To me, I was shocked at some of the things Asian clients will say to get their way. >"<
3 comments:
hm... are you talking about mutual fund or insurance product? What was the reason for trying to contact the company in the first place?
talking about RESP, and they didn't submit payment on time, so now the plan is in trouble. Also, they've met with my regional manager and admitted that they didn't reply to warning letters in time.
So, I am happy at the result that it's not the agency's fault.
What?! They didn't submit payment on time + didn't reply to warning letters in time but dared to threaten you? What a bastard! You should advice them to go report to the media and let everyone learn how stupid they are.
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