Call, Cancel, Call, Cancel, Become A Millionaire

, , , , | Right | October 17, 2019

(I am working as a call center representative for an appliance service plan, in which members of the program can call in to have someone come out to repair their appliances while only paying a monthly fee. We work with a select group of vendors whom we contract the work out to and cover their costs for the visit.)

Customer: “I want to cancel the service call I have today for my central AC, if it is not too late.”

Me: “Certainly, give me a moment.”

(The customer has an appointment for later today, which I cancel with the customer’s reason.)

Me: “Okay, that order has been cancelled. Anything else I can help you with today?”

Customer: “Yes, how much do you pay your people to come out here?”

Me: *pause* “I’m not entirely certain, sir. It varies depending on the company we send and the work that is done. I’d guess that the cost of the visitation would be anywhere from $100 to $150 before costs for parts and labor.”

Customer: “So, that means I saved you the cost of them being sent out, right?”

Me: “Uh, yes, sir, that’s right.”

(Awkward pause.)

Customer: “I guess what I’m saying is, can I get credit to my account for that?”

Me: “No, I’m sorry, sir, we don’t offer credits for cancelling your service orders.”

Customer: “But I’m saving you some money, so shouldn’t I get something?”

Me: “I’m sorry, sir, we don’t really offer anything like that; the cost of operations is just something we cover whether it happens or not.”

Customer: “Well, it was worth a try, I guess.”

(Sometimes I wonder if customers really think about these requests from a business standpoint. If we gave money out to everyone who cancelled an appointment, we wouldn’t be around for very long.)

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