Always Right, Even From Beyond The Grave
Me: *on the phone* “Hello, welcome to [Magazine]. How can I help?”
Caller: “I want to cancel my husband’s subscription.”
Me: “Okay. Could I speak to your husband, as he is the account holder?”
Caller: “I’m sorry, he passed away last week. That’s why I’m calling. I won’t have to pay what he owes, will I?”
Me: “I’m sorry to hear that, madam. I’ll cancel that and you are correct; you won’t be charged.”
(I take the details. At the end, I say she can receive one more copy, free.)
Caller: “I’m sorry, I’m not following. I’ve had a lot to deal with since my husband died. We only buried him yesterday.”
Me: *feeling dreadful for her* “Of course. I’ll go through it again.”
(I run through it, stopping at intervals to check that she understands. She says she does.)
Me: “Would you like the free copy? This month you get money off vouchers for books.”
(15 seconds of silence.)
Me: “Madam, are you there?”
Caller: “I still don’t understand, dear. I’m not good with this stuff. Let me get my husband; he usually deals with this.”
Me: “Madam, you told me your husband died.”
Caller: *flustered* “I didn’t.”
Me: “I’m sorry, but you did. You told me your husband died, his funeral was yesterday, and you asked me to cancel his contract and not charge you.”
Caller: *now getting agitated* “I didn’t. You misunderstood.”
Me: “Madam, we record calls. I can arrange for you to speak to a manager once the call has been reviewed, if you wish.”
(Another 15 seconds of silence.)
Me: “Madam, are you still there?”
Caller: *click*
This story is part of the Lying-Customers-Getting-Caught roundup!
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Question of the Week
Have you ever served a bad customer who got what they deserved?