Changed Their Number, And Their Tone

(I work in a franchised prepaid cell phone carrier. Part of my job is helping customers setting up their devices, creating the email account that is going to be attached to their devices, and such. Some services we offer the customers have to pay for, but if I can help them for free I do, as I like to try to keep most customers happy and give our store a better reputation. Some people do try to get fees waived or services for free. This particular company offers you the option to change your phone number for free if you do it online, but if you come to the store there is a $15 charge. A customer comes in the store, and after we greet each other the following ensues.)

Customer: “I need to change my phone number.”

Me: *explains policy*

Customer: “Okay, can you do it online for me?”

Me: “No, ma’am, if I do it I have to charge you.”

Customer: “But you said if it is done online it’s free?”

Me: “Yes, but that’s because we won’t have to do it.”

Customer: “You can do it for me; you have a computer.” *looks expectantly*

Me: “First, ma’am, no matter the way I did it, I would still have to charge you. Second, I cannot put personal information from customer in my computer, for their protection. And third, we are not allowed to access customer’s accounts any other way than the system we use.”

Customer: “Well, you are no help! I’m a paying customer, and I want to change my number!”

Me: “I already told you the options you have.”

(She starts on a rant about poor customer service, how I “don’t want to help her,” being rude, and cussing us out. Then, I yell out to get her to listen to me, and then I speak in a calm but stern manner.)

Me: “MA’AM! I have tried to be nice, and I have explained to you what your options are. Now, either you pay for me to do your number change or you do it yourself.” *looks like she wants to say something* “And if you say one more rude comment to me or the other staff, this store will refuse you service, and good luck driving around trying to get someone to help you around here.”

(The other nearest store is about twenty miles from us. She went quiet and paid her fee. I changed the number for her and then she left. Our boss had instructed us to never to give in to rude customers, and to ban them or refuse service to them if they act that way. The kicker is, the online process takes no more than five minutes and all you need is your phone number and account PIN, but I guess some people are too lazy or entitled to do that.)