Terrible customer service!!
Was called regarding a parcel that could not be delivered as we didn't have a forklift, so the lady told me to to see if we could either organise a forklift and call TNT back or call the sender to organise something else. She gave me the generic call line number, not her direct line, which she told me was fine.
After discussing with my boss, he asked me to find out who the sender was as we weren't sure what the delivery actually was. I called the generic call line and it was answered by the receptionist. She was terribly rude, without a friendly tone and transferred my call when I was mid sentence. As a receptionist myself I have never been so shocked at what terrible phone manner she had, even though I am on a busy switch also, I would never transfer a call whilst a customer was still talking.....ever.
I was put through to another department, I can't remember her name as it was last month (she sounded to be about 40-50). I told her what the lady the other day had told me and asked if she could tell me the name of the sender. She asked for the (consignment?) number, but I told her that I was not provided with this number by the first caller, but that I could give her the name and address and the recipient as that was all that I had. She asked if the first caller had given me her extension number, but no, I was also not provided this. She said she didn't believe that I was not provided these details, essentially calling me a liar. She asked if I knew the senders' details, but I reminded her that that was the purpose of my call. She was rude and unhelpful and said that "we receive many calls every day and can't remember who I had spoken to". I again told her that no details were given to me and that I had followed the instructions I had received and asked if she could help me, but she flat out said no. The call ended with zero assistance given.
The original caller was much friendlier, I don't blame her for not giving me the details, and the driver was friendly also. But one bad staff member can bring a whole big business down. They need to rethink some of their staff or give training on basic customer service skills.
Would never use again because of this staff member!!