A Higher Voice Is Not A Higher Power
(I overhear my coworker’s portion of a call.)
Coworker: “Thank you for calling [account name]. My name is [name]. May I have your name and membership number, please?”
(Looking at his screen, I can tell the account information he’s given pulls up a woman’s account.)
Coworker: “Thank you, sir. Now, I see that this account is under a woman’s name. Are you calling for a wife or family member?”
(While he does this, he’s checking the account to see if anyone besides the account holder has permission to speak.)
Coworker: “Okay, well, I’m very sorry to say this sir, but you are not authorized to speak on this account. Your wife would need to contact us.”
(A moment or two passes.)
Coworker: “Sir, placing me on hold for a few seconds, and then trying to speak in a higher voice will not fool me into thinking you are your wife. Especially as you already told me that she is out of town, in a meeting, and cannot call us herself.”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.