What is it with Karens? A Karen bought our product from another vendor and then wanted advice on how to use the item. Our specialists (corporate policy) will not speak to the person unless they bought the product from us. When I informed Karen of that, she went "all Karen" on me and made the usual threats. Our calls are recorded and my manager could possibly get ugly with me for not being more empathetic. I was at the beginning, but when she started going all Karen on me I stopped cooperating.
I didn't raise my voice or get ugly, but I did get cold. I don't appreciate the culture of entitlement. In my life, only once have I been ugly with customer service and I regret it. I had spent A LOT of money on an item and the customer service person, though I had been ugly with her, admitted that the company had sent out a defective product and she swapped out that item for a more expensive item because she conceded that the company was sending out a defective product.
Why do companies place customer service agents in this position?
I went through a similar process this past summer. The company ran three specials at the same time and the sales campaign was beyond successful-the problem was, the company only a limited number of product. People were calling, saying "I placed my order two months ago and it hasn't arrived." When I checked the website, it replied only "product unavailable." Our supervisors soon found out and it took two months for the CEO to find out and he personally went to the warehouse to unfuck it. Long story, but the entire warehouse crew had quit en masse and the new people had no clue. Anyway, when the CEO personally contacted all of the affected people, things finally calmed down (and the new warehouse crew was correctly trained), but geez.