icon_badbehavior

Category: Bad Behavior

icon_badbehavior

You’re Too Good For Some Customers

, | St. Louis, MO, USA | Bad Behavior

(My manager on duty receives a call that a coworker won’t come in. Three hours later a second coworker has failed to show up. It is my manager working the drive-thru window and me preparing all the food. Three hours into what becomes a five-hour rush with us alone, an older lady gets to the window.)

Manager: “Hi, sorry about the wait.”

Lady: “Oh? Is there a problem?”

Manager: “Oh, we had two coworkers who didn’t show up and we’re stuck here alone.”

Lady: *rather sure of herself* “Well, that’s nice. It’s good for you.”

Manager: *silently closes window then turns to me* “What a c***!”

(We finally got help when the night crew got there but I left an hour and a half late. Whoever that lady was, she’s no one I want to meet!)

icon_crazyrequests

Don’t Discount The Customer’s Ability To Discount, Part 5

| Belleville, WI, USA | Bad Behavior, Crazy Requests, Money

(I work for a company that sells sturdy, high-quality clothing for outdoor and physically-intensive activities. The prices tend to be higher than your average big-box clothing, but the quality and durability is such that most people are glad to pay a little extra for something they know is dependable. We are having one of our biggest sales. I’m taking catalog orders over the phone.)

Caller: “I want the [Popular Jacket, which is currently 50% off]. That should be $35.50 today, is that right?”

Me: “It’s coming up as $39.95. Let me double-check that.”

Caller: *already irate* “It’s half off, that makes it $35.95! I got the email about it this morning!”

Me: “I just checked. Normal price is $79.90, so 50% off is $39.95.”

Caller: “50% off is $35.50! What the hell kind of con game are you playing?!”

Me: “Umm, no. Half of $79.90 is $39.95. I just ran it through my calculator.”

Caller: “Hrmph. Fine, I’ll take that price. What’s my total?”

Me: *punching up the total* “After shipping, that comes to $49.90. How would you like to pay for that today?”

Caller: “WHAT?! There’s supposed to be free shipping! It’s right on your website; it says ‘free shipping for orders of $75 or more.’ I ain’t paying no $10 for shipping!”

Me: “Are there other items you’d like to order? Maybe we can bring this order up to where it quail—”

Caller: “No. This is all I’m getting. And you are waiving the shipping for me. I’m a first-time customer, and you’re gonna lose me if you don’t get rid of that shipping charge right now.”

Me: “I don’t have the authority to make that decision. Would it be all right if I put you on hold for just one minute while I ask my supervisor for permission to do that?”

Caller: “You ask whomever you need to, but I am not paying that shipping!

(I put the customer on hold and call the Assist line, which is essentially a group of supervisors there to answer questions when any call center agents need help.)

Assist: “Assist, this is [Supervisor].”

Me: “Hi, I have a customer on the line who wants me to waive shipping on a $39.95 order.”

Assist: “What all is on the order?”

Me: “Just [Popular Jacket]?”

Assist: “That’s already on a pretty steep discount. How’s their order history? Are they a regular customer?”

Me: “First time. And frankly, he’s being kind of combative about it.”

Assist: “No. He’s saving $40. We’re not waiving shipping.”

Me: “I thought so, but he was arguing enough that I kind of wanted backup.”

Assist: “Understandable. And I’m definitely backing you up. Tell him you don’t have permission. We’re already giving him 50% off; we’re not going lower than that.”

(I can almost hear the unspoken “we don’t need customers that petty” in her tone. I go back to my caller and tactfully explain that I did not get permission to waive the shipping fee.)

Caller: “Fine. You’re company is a bunch of greedy scam artists. I’ll just wait for it to go lower. Cancel the order. Goodbye!”

Me: *thinking to myself* “This is the lowest I’ve ever seen it go, and we’re selling out of things left and right. You’re going to be waiting a long time, buster! And you just gave up a $40 discount over $9.95.”

Related:
Don’t Discount The Customer’s Ability To Discount, Part 4
Don’t Discount The Customer’s Ability ToDiscount, Part 3
Don’t Discount The Customer’s Ability To Discount, Part 2

icon_checkout

Her Consideration Has Totally Checked Out

| Chicago, IL, USA | At The Checkout, Bad Behavior

(There are four self-checkout stations in this store; customers line up in one line for all four then go to whichever one is available. I am first in line with one gentleman behind me when a woman walks around us and stands directly behind another customer at the checkout. She stands so close that the other customer can barely move.)

Customer: *to me* “Oh, were you in line?”

Gentleman: “Yes, I am in line already and this young lady is ahead of both of us.”

Customer: *grinning* “I’m sorry!” *points to another checkout being used by another customer* “Look, that one’s open, you can go over there!”

Me: “Ma’am, there’s a man there still ringing up his groceries.”

Customer: “Oh! Well, sorry!”

(The customer grins again and moves even closer to the woman at the checkout, so that her chest is almost touching the woman’s back.)

Me: *to gentleman behind me* “You deal with her if you want. She’s in a bigger hurry than I am and I am in no mood for her brand of crazy.”

Gentleman: “Me neither!”