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An Overnight Oversight

, , , , | Right | July 21, 2020

I am a supervisor in a popular store. One of my associates asks me to pick up line one on the phone.

Me: “Thank you for calling [Store]; this is [My Name]. How can I help you?”

Customer: “Did you turn up the volume?”

Me: *Confused* “I’m sorry, I have no control over any sort of volume here.”

Customer: “When they put me on hold, the volume of the music was very loud! I’m trying to order something online and it keeps telling me my information is wrong. My name is not wrong! I’ve been a customer for years!”

Me: “I’m sorry to hear that. I don’t have access to anything regarding our online store, but I can give you the phone number to the website and you can order over the phone.”

Customer: “No! I’ve been on the phone for two and a half hours! I need you to order it for me!”

Our associates always notify us as soon as someone is put on hold so she couldn’t have been on hold with my store for more than a couple of minutes.

Me: “I apologize, but I have no way of doing that from our store. If you came into the store, I could help you order it here, or I could put the items on hold for you if you tell me what you wanted.”

Customer: “No! I can’t come to the store! Get me someone who can do it for me!”

She is yelling at me now, but I do my best to remain cheerful.

Me: “I do have the number for our website that I can give you and they can help you.”

Customer: “Fine. When did this change? They’ve taken my order before.”

Me: “That may have been at [Online Store], but we have never been able to do that here.”

Customer: “I know what happened. They changed it overnight. Well, tell your manager that I am very unhappy with your service today!”

Me: “I’ll be sure to pass along that information.”

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