The Art of Stalling a Reply

In my line of work, i spend a decent amount of time daily interacting with walk-in residents who enquire about courses organized by the community centre and other grassroots organizations. At times, i have to admit: I will bump into some really JAck-Ass customers.

For example, I organized an inline skating class for the residents. It was a 4-week course and one parent missed the last class with her 2 children. As per past practice on the 4th lesson, the vendor will issue the certification cetificates to the students. It is understood perfectly from a layman's point of view that if you miss the last class, you will fail the course and not be eligible for any certificates. It is the same logic for taking a driver's license test. If you miss the final test, do you think you can ask for a re-test or even claim the license? DUH!

After a few weeks, i was shocked to receive a call from this parent demanding a certificate. I explained nicely to her that she missed the last lesson hence no certificate will be given by the vendor. She shouted at me on the phone and blew her top. On my part, i was as sympathetic as possible. I listened to her whinning. At the end, i told her i will ask the vendor if it was possible to give a make up class for her children.

I called the vendor and explained the situation. The vendor was unwilling to issue a level 1 skating proficiency certification cert because honestly the coach cannot assess if her kids are fit for level 1. The vendor was only prepared to issue a certificate of participation. When i put down the phone, my colleagues cautioned me with this advice. "Andrew, do not call the parent after you have asked the vendor. Wait for say a hour later."

"Why? I want to be efficient you know!", i retorted.

"Well, by calling one hour later, you can give the appearance that you negotiated hard for a long time with the vendor. Look the vendor is not going to budge, so do the customer. Stalling time will pacify the customer and earn her gratitude!", my colleague explained.

"Awwww.. icic..", my eyes were enlightened.

Indeed an hour later, i called the parent. She was calmer and spoke in a peaceful tone. In addition, she bought the story that i negotiated very hard for her. In the end, she was satisifed with just a certificate of participation and not a level 1 certifcation from the vendor.

This episode has taught me a valuable lesson in the rules of engagement for such nasty customers. If you are in the service line, i hope this advice will be helpful.