A Textbook Case Of Bad Customer Service
(I am a college student, and classes start in two weeks. I decide to pop into the bookstore to pick up my required textbooks. When I get there all of the aisles are blocked off, so I go to the counter.)
Me: “Hi! I wanted to get textbooks, but it’s blocked off.”
Employee: “Yeah.”
Me: “When can I buy books?”
Employee: “It depends.”
Me: *pause* “On?”
Employee: “How many people are in front of you.”
(I look around the store. It’s just the two of us, another employee, and a customer looking at notebooks.)
Me: “Is there someone in front of me?”
Employee: “I mean how many orders are in front of you. It also depends on the courses you’re taking and the books you need. It really just depends.”
Me: “Oh, I have the list right here.”
Employee: “…”
Me: “So, I can’t buy books today? Or like… order them?”
Employee: “No.”
(Bewildered, I walk over to the student services center to ask someone there.)
Me: “So, I was just in the book store trying to buy my textbooks, and I guess you can’t buy them yet? Do you know when they open?”
Employee #2: “Their hours are—”
Me: “Oh, I’m sorry, I mean when they start selling books. She just told me it depends.”
Employee #2: “Yeah, it really just depends.”
(I ordered my books online. I’m still not sure what the correct process is for getting books.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.