During a recent conversation with a csr from a vendor of mine, things began to get a bit heated. I had several promises broken to me by the vendor. They had not sent the stuff to me, and as a result my customer was getting pissed. I was in danger of losing the entire job, and a customer to boot. Bad.
I started to try to come up with solutions for the company, since they had none. Here is an abbreviated version of the conversation.
Me:Â Can you sub the item?
CSR:Â No.
Me:Â When are they expected to be in?
CSR:Â Hopefully within a week.
Me: Unacceptable. How about looking at other distributors to see if they have some?
CSR:Â Can’t do it.
Me: Come on! How about giving me a better model for the same price?
CSR:Â No can do.
Me:Â I need a solution to this problem – pass me up the chain of command.
CSR Manager:Â Can I help you?
Me:Â Does your company have any cheese at all?
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Clearly you were in the Frustration room. You should have gone to Complaints.
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