Check Cabling But Also Check What You’re Saying!
I work tech support for a major ISP. A customer calls because her TV set-top box won’t start up; the message is “check cabling”. Throughout the process, I have to shout to get her attention because she is chatting with roommates. Apparently, they are med students.
Customer: “[Lots of medical information about a patient].”
Me: “Ma’am, what is the TV doing?”
Customer: “[Lots of medical information about a patient].”
Me: “Ma’am, what is the TV doing?”
Customer: *As if I’m being a nuisance* “Still starting.”
Customer: “[Lots of medical information about a patient].”
Me: “Ma’am, what is the TV doing?”
The customer continues violating every privacy law on the books and probably necessitating a few new ones.
Me: “Is the TV starting?”
Customer: *Suddenly very surprised* “It works! What was the problem?”
Me: “When it said, ‘check cabling’… the cable was loose. Have a nice day, ma’am.”
If I ever need a doctor in that city, I think I’ll just die.
Question of the Week
Have you ever served a bad customer who got what they deserved?
