This Employee’s Days Are Numbered
(I’ve just paid my card off, but the payment isn’t showing up on my account information.)
Agent: “Can I have your payment confirmation number?”
(I start to give him the number, but the agent cuts me off.)
Agent: “That’s not it. Our numbers don’t start that way.”
Me: “I’m reading it directly from the payment screen.”
Agent: “Well, that’s not right, and you need to learn to read more carefully.”
(Eventually, the agent finds the payment using my telephone number.)
Agent: “Okay, I found the payment. You need to write down the confirmation number in case you have to call again. The number is [EXACT same number I gave him earlier]. Can I help you with anything else?”
Me: “No, but you can help yourself by learning to listen.”
Question of the Week
Have you ever served a bad customer who got what they deserved?