Entitlement: The Video Game
A caller’s gaming account is temporarily suspended because money is owed on the account. He purchased a game with a credit card but the charge was disputed. This is a common occurrence with an easy fix: pay back the money.
He’s not overly enthusiastic about having to pay the money back.
Caller: “Will [Company] refund me all the money I spent on this account?”
I pause, unsure I heard them correctly.
Me: “I’m sorry?”
Caller: “Will [Company] give me back all the money I spent on this account since I can’t use it anymore?”
Me: “No.”
I got a coaching on that one because we weren’t supposed to flat out say no to anything. But it took me completely off guard that a grown man would assume that he could get hundreds of dollars back because he could (temporarily) not use the account because of his own mistake.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
