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Double Dribble in a customer service environment means bouncing something from department to department without anything being resolved, because nobody wants to take responsibility for it. Examples:

  • Whenever any customer complains about "the run-around" and it's actually true.
  • When your supervisor tells you to send them to corporate, and corporate no longer has an extension due to a change in the Phone_Tree_Of_Infinity.
  • In order to do refunds above $100, you have to get supervisor approval. When a supervisor is not present, there is a button on Failstation that allows you to request a refund from an escalation team. I tried this a few times, and this is what generally happens:
    • I send the request to one of several meaningless choices on the drop-down menu. (None are clearly labeled as belonging to my department).
    • A week later, I get a response like "The refund request you sent for this order was mistakenly sent to the Huntington queue."
    • I send a request to another department.
    • A week later, I get a response saying, "The refund request you sent for this order was mistakenly sent to the SDS queue."
    • And so on.
    • And so on.
    • And so on.
    • Eventually I just ask one of the supervisors to set up the refund for me.
  • A customer's return was delivered to a warehouse. The notes say that it was sent to the wrong warehouse, so it would have to be forwarded somewhere else.