Unfiltered Story #93728

, , | Unfiltered | September 17, 2017

(I work for a popular pet store chain that offers grooming as a service option. It is a very busy day at our store with a full grooming salon with a line out the door and lines at each register. I am manning the phones one day while my manager deals with an emergency regarding a truck delivery. Note that I am one of a few people outside the groomers that knows how to book grooming appointments even though I myself am not a groomer. I was trained so I could help in situations like this without pulling a groomer away just to make an appointment.)
Me: *answering phone* Thank you for calling [Pet Store] this is [My Name] how can I help you out today?
Customer: *silence*
Me: Hello?
Customer: *silence*
Me: Is anyone there?
Customer: *practically screaming* GROOMING!
Me; I’m sorry?
Customer: GROOMING!
Me: Did you want to make a grooming appointment?
Customer: GROOMING!
Me; Ma’am if you want to make a grooming appointment I would be glad to help you out with that.
Customer: NO I NEED TO TALK TO GROOMING TO MAKE MY APPOINTMENT!
Me: Well they are very busy right now so if I transfer you you are going to have about a twenty minute wait on hold because there is no one to assist you. I can in fact make you a grooming appointment right this minute because I am trained to do so.
Customer: THIS IS RIDICULOUS A 20 MINUTE WAIT TO MAKE A D*** APPOINTMENT!
Me: Ma’am like I said I can make you an appointment right this minute without putting you on hold.
Customer: JUST PUT ME ON HOLD WHATEVER I DON’T HAVE TIME FOR THIS.
Me: As you wish, someone will be with you as soon as they can. Have a lovely day! *puts lady on hold*
(About thirty minutes pass with a couple uninteresting phone calls about products and closing times until…)
Me: *answering phone* Thank you for callin-
Customer Again: GROOMING!
Me: I’m sor-
Customer: WHAT PART OF GROOMING DON’T YOU UNDERSTAND! PUT ME THROUGH I NEED TO SPEAK TO THEM NOW SO I CAN MAKE AN APPOINTMENT!
Me: Ma’am they are still very busy did you not get through when I transferred you?
Customer: No I waited five minutes and no one answered so I hung up and waited twenty minutes now I want to talk to them!
Me: Ma’am I told you if you stayed on hold for those 20 minutes someone would help you but since you hung up I have to put you at the end of the hold queue again.
Customer: THIS IS RIDICULOUS HORRIBLE CUSTOMER SERVICE! I THOUGHT YOU COULD MAKE THE APPOINTMENT NOW!
Me: I can certainly do that would you like to opt for that instead?
Customer: FINE.
Me: *exasperated at this point* All right when were you looking for an appointment?
Customer: I need to bring her in today around 4pm.
Me: *stunned* Ma’am we are completely booked there are no appointment slots left for the day. It is a weekend and we fill up days or weeks in advance depending on the time of year.
Customer: DON’T GIVE ME THAT! I TRIED MAKING AN ONLINE RESERVATION BUT THEY SAID THERE WAS NO ROOM SO NOW I AM CALLING YOU HAVE TO FIT ME IN!
Me: There is no possible way for me to do that.
Customer: THIS IS WHY I WANTED GROOMING THEY KNOW ME THEY WILL GET ME IN! TRANSFER ME TO THEM!
Me: Sure thing please hold.
(About thirty minutes later my manager is back so i am off phones. I hop into the grooming salon to help hold a dog for nails.)
Me: Hey any chance you know what happened with a crazy lady on hold? Wanted an appointment at 4pm?
Groomer: *laughing* Yeah we talked to her. Wanting an appointment today? HA! We told her there was NO WAY in hell she was getting in today. Who in their right mind thinks they can bully their way into an appointment?
Me: Exactly! The meaner you are the less willing I will be to help you. Some people just don’t get it.

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