So today I dealt with an angry customer who was upset because some of his customers–not all–could not call him. He told me that he was loosing business and would go out business if it wasn’t fixed. It’s amazing how you can still lose business even when your customers are loyal enough to drive to your store and let them know they can’t call you.
Anyway, I noticed how important it was for the customer to express his feelings and emotions rather than getting the issue actually fixed. I would have spent the time to emphasize with him, but I wanted to get his phone fixed so he wouldn’t lose any more business. It’s just something I notice in the IT industry, customers say they want to get their problems fixed, but it seems people really want their feelings heard and validated.
Anyway, eventually the customer decided to give me the information I needed to fix the problem, and I had it fixed in 30 minutes. With the info I got I was able to give the ILEC a call to get them to remove the phone number from their switch.
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