A Catalog Of Errors

, , , , | Right | May 19, 2019

(I work in a call center that supports our product catalog. Normally, when customers call in looking for current pricing on an item, we like to put a record of the transaction on their account. If the customer is brand new to us, we like to get basic info from them so we can enter them into our system. Calls like this happen far too often:)

Me: “Thank you for calling [Business]. How can I help you?”

Caller: “I need to get pricing on one of your items.”

Me: “Okay. Can I get your account number, please?”

Caller: “I don’t have an account. This is my first time calling. I found you online.”

Me: “All right, can I get your business name and mailing address so I can get you set up in our system? It will just take a minute.”

Caller: “I am not going to give you that information. I don’t need you to start sending me a bunch of your garbage, or worse, sell it to someone else; I’ll be getting junk mail for the rest of my life.”

(Our company rules state if the customer starts getting agitated in a situation like this, we can give them the info they are looking for so they can go on with their day.)

Me: “Okay, sir, the price on this item is $[total].”

Caller: “Fine, and can you send me more info on this item?”

Me: “Would you like me to send you one of our catalogs? It has a lot of info on this specific product, as well as everything else we carry.”

Caller: “You guys have a catalog? Can you send me one?”

Me: *rolling eyes* “Yes, we can. Can I have your business name and mailing address, please?”

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