Comprehension Hazy, Try Again
Me: “Can I help you?”
Customer: “Yes. Where it says ‘frame includes single-vision lenses,’ does that mean I can’t have trifocals?”
Me: “No, it just means that the cost of the frame includes the price of single-vision lenses. If you wanted trifocals we would charge you the upgrade price to have them. They start at £49 on top of the frame.”
Customer: “What’s the difference?”
Me: “Sorry?”
Customer: “The difference between single-vision or trifocals?”
Me: Oh, well, trifocals give you three different magnifications, into distance, intermediate and reading. Single-vision will only give you one of those.”
Customer: “Why can’t I have a single-vision lens that does all of those?”
Me: *checking her prescription* “…because your eyes need different levels of magnification to see each one clearly.”
Customer: “Why?”
Me: “When you are over forty, your eyes start to become lazy and have trouble focusing on close-up things, as well as things that are far away.”
Customer: “I’m not lazy just because I’m over forty! Let me speak to your manager! I have never been so insulted!”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.