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About To Be Dis-Appointed, Part 4

, , , | Right | June 5, 2019

(I work for a popular pet store chain with a full grooming salon. The salon has a line out the door and lines at each register. I am manning the phones while my manager deals with an emergency regarding a truck delivery. I am one of the few people outside the groomers that knows how to book grooming appointments even though I myself am not a groomer, so I can 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 TWENTY-MINUTE WAIT TO MAKE A D*** APPOINTMENT!”

Me: “Ma’am, as 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: “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 twenty 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 4:00 pm.”

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 4:00 pm?”

Groomer: *laughing* “Yeah, we talked to her. Wanting an appointment today? HA! We told her there was no way in h*** 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.”

Related:
About To Be Dis-Appointed, Part 3
About To Be Dis-Appointed, Part 2
About To Be Dis-Appointed

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