Isn’t Able To See The Situation Clearly

, , , , | Right | December 31, 2017

(On this New Year’s Eve, not only are we incredibly short staffed, due to a sickness bug that led all of the senior staff to call out sick, but both of our directors and our manager are away at a regional meeting. Because of this, I am running our in-store call centre — that is usually staffed by a team of three — all on my own.)

Me: “Good morning, [Organisation]. [My Name] speaking. How can I help?”

Customer: “I need to order some contact lenses, and I need them for a party tonight.”

(I take the patient’s details, needing to check her prescription and if she is in date, but she has never had contact lenses with us before, only a sight test over eight years ago.)

Me: “Ma’am, have you had contact lenses from somewhere else? If I can get a copy of the prescription we can see if we have them in stock.”j

Customer: “No, I’ve never had lenses anywhere else! You’re obviously an idiot if you can’t find it. This happened last time as well, and they just gave me lenses.”

Me: “Ma’am, you’ve never had lenses from this store. There is no record at all of you having had any. Are you sure you haven’t been to another opticians?”

Customer: “You stupid f***! I want to speak to your supervisor!”

Me: “I’m sorry, but we don’t have any supervisors in today.”

Customer: “I want a manager, then.”

Me: “I’m sorry, but there are no managers in either.”

Customer: “Well, then, give me the owner!”

Me: “Neither of the store directors are in today I’m afraid. If you want to speak to anybody more senior than myself, there should be a manager in four days time.”

Customer: “Then who the f*** is running the store?!” *hangs up*

(Just as I take a deep breath, glad I don’t have to speak to someone so rude, the phone rings again.)

Customer: “I need to order some contact lenses, and I need them for a party tonight. The stupid woman I spoke to before was so rude to me. She swore at me so I want them for free.”

Me: “Ma’am, it was me you just spoke to.”

Customer: *hangs up*

(After the fourth time she tried this, I wrote down her phone number and ignored the rest of her calls. She never bothered calling back on Monday for a manager!)

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