Back when I worked customer service for a Heating and Cooling company, I got a call for emergency work on a heater. Problem was we had no one to do the job and no emergency services for heaters, we only had emergency service for plumbing since those services could completely destroy a house. The conversation went as followed.
Client: I need someone out here tonight! We need the heater!
Me: My apologies we do not offer emergency services at this time for heaters, we can get to you in a day or two.
Client: I pay for a contract on this heater! I pay you every F***king month you need to fix this heater! Send me to your manager!
Me: Ma’am my manager is current on a call and I do not know when she will finish If you give me a call back number I can…
Client: No! You will send me to your manager’s line right now you B****h!
Me: Ma’am I cannot help you if you keep yelling and cursing. I cannot transfer you because my manager is busy. If I could have a call back number I….
Client: What is your name F***er? Tell me now!
Me: I do not feel comfortable giving you that information. Please stop yelling.
I hung up when the client continued to yell for my name and started being threatening. Not a minute later the representative behind me got the same lady, she was yelling so loud my co-worker had to take off her headset. My co-worker hung up as well, and the client called another rep. We all hung up on her for one important reason. It was the middle of July in an intense heatwave. We were not repairing heaters on any form of emergency basis.
If was an AC we would have been out the next morning.