My wife had an interesting customer service experience yesterday that I thought I’d write up. My wife ordered something on the Internet and the company shipped her the wrong item. She called to let them know about it, and the customer service rep who she called asked her for some identifier for the person who packed the order, which was printed on the invoice. My wife just wanted to get the correct item, and didn’t want to get the person who packed the order in trouble, so she tried to avoid telling them who the person was, but they helpfully directed her to the spot on the invoice where the packer number could be found, so she gave it to them. Sorry packer #23.
When she told me about it, I couldn’t believe that the company’s customer service was so horrible. Most people don’t want to feel like they’re going to get someone else in trouble, and asking the customer to tell you who packed your incorrect order certainly gives you that feeling. The invoice was produced by a computer, so if the company cares about who packages the order, why don’t they have it available on their end? Calling to complain about a mistake is traumatic enough for most people, making them feel like an informant only makes it worse.