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    Adopting An Apologetic Attitude

    | Boise, ID, USA | Family & Kids, Health & Body

    Me: “Thank you for calling [clinic], this is [my name]. How can I help you this evening?”

    Caller: “Hi, I just needed to speak with a nurse about my son; he’s been coughing really badly this week.”

    Me: “Sure thing!”

    (I get her son’s details, and pull up her son’s account in the computer.)

    Me: “Alright, I will have the nurse give you a call back in the next 20 minutes. Is this the best number to reach you back at?”

    (I read her the primary number on the account.)

    Caller: “That is his biological parents’ phone number, but I’ve adopted him and have primary custody. Can you call me back at [this number] tonight?”

    Me: “Of course! Alright the nurse will call you shortly.”

    Caller: “Actually, can you remove that number and put mine as the primary contact number, please?”

    Me: “Unfortunately, I cannot do that for you this evening. I do not have access to any of the legal paperwork you would have on file, and I would be uncomfortable changing the information on the account at this time. But I will have the nurse call your number tonight. You can call back in the morning during regular office hours and speak with my supervisor to get that done.”

    (The caller immediately flies into a rage.)

    Caller: “I can’t believe this! I should be the primary contact for the child that I have full custody of! This is absurd! Why can’t you just replace the d*** number?”

    Me: “I’m very sorry. It has to do with the privacy laws surrounding your protected personal and health information, as well as the legalities of custody agreements. I wish there was more I could do, but I am just a receptionist. I have very limited access to your records, and have no way to verify who you are. But for tonight I can definitely have the nurse call you at your own number about your son.”

    Caller: “Whatever. Fine.”

    (The caller hangs up, but calls back again about five minutes later.)

    Caller: “Hey this is [name] again. I’m really sorry about being so short with you earlier. I realized that you were just protecting yourself, as well as my son and his information. You guys do a great job, and we really like coming to your clinic. So, I apologize. I’m just very stressed out with my son being so sick.”

    Me: “Wow, thank you for your apology! But I totally understand where you are coming from.”

    Caller: “It’s just been a rough few days. But thank you for your help, and being so kind while I yelled at you. Keep up the good work!”

    Proven Wrong About Customers

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    Via.

    Customer Can’t Park

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    April Themed Story Giveaway: Tech Troubles!

    | Not Always Right | Announcements, Technology, Theme Of The Month
    Want to win a Not Always Right t-shirt?
    Enter Not Always Right’s April Themed Story Giveaway:
    Tech Troubles!

    Entering is as easy as 1-2-3:

    1. Submit a funny or interesting story about customers and technology.
    2. Enter your email address in the form to qualify.
    3. All posted stories will be entered in a drawing to win a free t-shirt gift certificate, to use in the official Not Always Right shop!

    PS: Congratulations to a lucky reader for winning March Themed Story Giveaway, which featured stories about Crimes & Punishments. The winning submission: Not Sue-ted To Shoplifting (1,403 thumbs up).

    PS #2: winners will be announced the first Wednesday of every month. Next free t-shirt gift certificate: Wednesday, May 1!

    Yukon Feel The Heat

    | Whitehorse, YT, Canada | At The Checkout, Awesome Customers, Top

    (It’s in the middle of December, in the Yukon, which is famous for its minus 40 degree winters. Our store’s heaters have failed. My coworker is under-dressed in a thin long-sleeve shirt. I’m wearing a heavy sweater, but I still feel the cold. Despite the weather, we actually have a customer come inside. We temporarily ignore our shivering state to help her out.)

    Customer: “Hello, I’ll just take these for today.”

    Me: “Alright, did you need a bag for anything?”

    Customer: “Oh, no, I’m fine. You two look awfully cold.”

    Me: “We kind of are.”

    Coworker: “Our heaters aren’t working like they should be, so we’re kind of stuck.”

    Customer: “Oh, well just a second…”

    (We both wait as she rummages around in her purse. After a moment, she pulls out a packaged gel pack of some kind, and rips open the product right before us.)

    Customer: “Here, try this!”

    (Inside the gel pack is a metal button. She snaps it, and the gel pack hardens. To our surprise, it starts giving off a tremendous amount of heat.)

    Customer: “This is one of those reusable hand warmers; they’re perfect for pockets!”

    (My coworker and I both take a turn examining the item, appreciating the amount of heat it’s giving off.)

    Me: “Wow, this thing is great!”

    Coworker: “This has got to be one of the best things I’ve ever had the pleasure of coming across!”

    Customer: “Well, you two have a good day now!”

    Me: “We will!”

    (The customer leaves without another word. We share the tiny heater until it runs out of heat. The customer even leaves the instructions, so we can reuse it again and again. We both appreciated her kindness, as it literally warmed our hearts that day. Thank you!)

    Related:
    Yukon Freeze It, Part 2
    Yukon Freeze It

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