Lesson in how not to do Customer service !

[Cheech]

Some of you will know of the MK3 Focus RS head gasket recall.

My dealer has been upfront about lack of parts for the field service action.
(My RS with 17k on it needs a new head & headgasket plus ancillary parts)

However, this dealer may need to do lessons in phone usage:

https://jalopnik.com/dealer-calls-ma...-ga-1823696546

[commodorenutt]

Classic!

I've had colleagues moan or go "i need a coffee now" before hanging up properly, and the person on the other end usually has a laugh about it the next time they're in contact.

Only once have I personally witnessed it with profanity - and it was somewhat deliberate on my part. One of our own reps was having a real heavy go at a young guy in customer service. I was walking past, overheard it & told him to put the guy through to me.

I listened, then said "how about you stop using that language & berating xxxxx who is only trying to help, and tell me what the real problem is" he then continued to spray so I said "if you don't cease with the language mate, I'll hang up." a few seconds later I said (over the top of him) "hanging up now" - but instead I put it on mute.

It was then I realised he was in the car with another rep, and they both started biatching like teenage girls. The tirade was so good I put it on speaker. He thought I'd actually hung up, and they were naming names, saying what they thought of each person. Several of those victims were now listening....

One rep resigned the next day (he'd already lined up another job, and was leaving regardless) and the other was asked to leave, or be sacked if he argued. He left.

Wonder what Titan Ford's response will be to this?

[Fordman1]

I hope that ****wit service manager has opened that link and seen the Facebook page.