Behind customer service: Customer types

Types of customer an agent will surely meet

Laura Papavero
2 min readOct 15, 2022

I’ve been working in customer care field for over a year, in two different companies, and since it is not my dream job, I’m trying to look at it with a new point of view. How about writing entertaining articles?

Let’s start with the typical one:

  • I don’t have the order number”. You managed to find our phone number and explain your issue relating to your order, but you have absolutely no idea where to find it. Great.
  • I want the issue solved straight away!” If operators had super powers, they would probably be Marvel stars. One of the divine epiphany customers may experience is the fact that agents can forward and look for information, but they cannot perform activities that may include processing payments or finding a parcel in the middle of an international warehouse hundreds kilometres away from their workplace.
  • I need my parcel for next week” sure, I’ll immediately go to our warehouse, take that item, and bring it to your place by today evening, ok?
  • I’ve sent you an e-mail and you haven’t answered yet” to which e-mail address, exactly? Could be the wrong one?
  • I’m complaining about manufactoring issues of an item bought 10 years ago”. Do I really need to add something?
  • You don’t speak my language very well. I want to speak to your manager”. Thank you for your compliment, I will provide this useful feedback to my BA and MA language certificates.
  • I want to speak to your manager” the hard truth is: my boss wouldn’t tell you something different. Customer care operators are at war.
  • Where the f**k is my parcel???” Have a lovely day, you too.
  • Is this item still available?” I’m sorry that 1988 was more than 30 years ago. Do you want to subscribe to our newsletter?
  • I’ve sent back items of different orders together in the same parcel and I haven’t been refunded yet” The answer is the question.
  • I’ve alredy called and I haven’t received your e-mail yet!” Waiting for 10 minutes is absolutely NO WAY! Next time another customer wants to speak with me, I will put him on hold because it is now your turn to be provided with the best customer experience ever. How dare I to manage other phone calls?
  • I see my return was delivered two days ago to you, where is my refund?” No worries, I will find your parcel among the thousands ones daily shipped and received and I will personally credit your refund. Who needs a back office team when you can get on a plane so easily?

These are some examples that me and other fellows have to deal with. New challenges are provided every day!

Please keep following me if you wish to read new articles and feel free to add your comments!

Thank you.

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Laura Papavero

Linguist, yogi, lived in Austria and France, Italian, a little bit nerd, multilingual (ITA, EN, DE, FR), love eating, reading.