maporfic posted:

Customer calls 911 about discontent with equipment pricing...

A couple years back while managing an equipment sales department I had my worst customer ever. I was the 'last resort' for handling unhappy customers. My policy for all employees is to 'kill them with kindness' and try to be understanding of irate customers. After all, we're all human and have a bad day now and then.

By the time I got to the sales floor from my office the 'customer' had already chewed up and spit out all of the floor staff and one of my office staff. They all stood around the counter looking forlorn and frustrated. As I approached the 'customer' had just dialed 911 and was explaining to the 911 operator about how he thought a piece of equipment was one price, but the store staff was trying to charge him a different price (the unit was priced $10 more than he thought it should be).

I looked at the guy, looked at my staff, and back at the guy taking in the whole ridiculous scene. The guy was a cranky old man that was obviously used to abusing customer service employees wherever he went. For the first time in my customer service career I didn't even ask the customer his side of the story. I just told him that he needed to leave NOW. He tried arguing with me, but I wouldn't have it. Enough is enough. I put him between me and the door and got within an inch of him and barked him out of the store never to return. When I came back in my staff applauded.

My superiors heard about the event and never said a word to me about it.