Keep Going Simpler Until He Bytes
(I work in a retail store and I pick up a phone call. It is not abnormal for us to have people ask questions over the phone for rate plans and device info.)
Me: “Thank you for calling [Company]. My name is [My Name]. How can I help you?”
Customer: “Yes, I was wondering about your prepaid plans. How much are they?”
Me: “The $50 plan gets you unlimited talk text and data with 1GB of 4G and the rest 2G speeds.”
Customer: “Oh okay. I have 2.5 GB right now…”
Me: “Okay…”
Customer: “Which is more?”
Me: “Excuse me?”
Customer: “Is 1GB more than 2.5GB?”
Me: “2.5GB is more than 1GB, sir.”
Customer: “Oh… how much more is it?”
Me: “I’m sorry? How much more is 2.5GB than 1GB?”
Customer: “Yeah…”
Me: “Uh…”
(I go on an elaborate explanation breaking down 1GB to approximately 1000 MB and 2.5GB to 2,500MB and hoped he could see the difference between the two better that way.)
Customer: “Um… okay… so…”
Me: “It’s double and a half more.”
Customer: “Oh! Double and a half! Okay! Thanks!”
Me: “You have a nice day, sir…”
(I could think of no simpler way to explain basic arithmetic to him.)
Question of the Week
Have you ever served a bad customer who got what they deserved?
