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[quote=Anonymous][quote=Anonymous][quote=Anonymous]I have two service and support jobs.  My primary day job and a second job that I work part-time.

I know that there are plenty of a$$holes out there, but you need to be professional about it regardless of how you get treated.  In this situation, you don't point out that the customer made and error, you just say something like "I'm sorry, but the service you want, Service A, is only available on Fridays and Service B is only available on Wednesdays.  Would you like an appointment this Friday for Service A?  I'm sorry that this is not what you wanted, but this is all that we have to offer.  If you cannot make Friday, we also offer Service A on Mondays, would you like 8:00 next Monday instead?"  When she gets obnoxious and rude, you respond "I'm sorry that you had difficulty with our web-site, I'll take that under advisement for the next time I review the web-site with my designer."

In this case, you've managed to survive the customer call from h*ll and you have a scheduled service date.  Be the bigger person and let it go and provide the service.  In the future, if you really want to avoid working with this, make it inconvenient for her to schedule "I'm sorry, but we have no openings in the next six weeks for Service A.  If you would like to schedule six weeks from now, I'd be happy to give you an appointment then."

As someone else pointed out, when you are in customer service, the customer is always right.  You did the only thing you could, which was suggest that you refund the money for the deal.  But, once she declines, you just have to bite your tongue and schedule and put up with the shrew.[/quote]

OP here. Great advice. I pretty much followed the advice in your second paragraph but it's as if she set herself up to be pissed off and wouldn't back down. But, your advice is really great and I will use it if I (gulp) ever face another hellion such as this one!

Guess I'll suck it up and provide the service. What she does from there is her choice. [/quote][/quote]

I'm the PP from up top.  Full disclosure:  I sometimes fail at this myself and treat customers less courteously than I should (e.g. I snap).  Doesn't happen too often, but it happens because we are human.  All you can do is give it your best.[/quote]

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