An Expectation Disconnect
(At the ISP where I work, tech support is open 24/7 while other departments have “normal” working hours. This exchange happened at about 10 pm, after all the other departments have closed.)
Me: “[ISP]. This is [My Name] at your service.”
Customer: “My Internet isn’t working! Fix It!”
(The customer gives me the information to bring up his account.)
Me: “Sir, I see you haven’t paid us the past couple of months. That’s why your Internet has cut off. I’m afraid there’s nothing to be done except to speak to customer service tomorrow during their working hours.”
Customer: “And who exactly is going to pay for the twelve hours I’m disconnected until I can talk to them?!”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
