Listening Is Believing

(At the store where I work, we have a rewards program. If customers spend a certain amount of money, they get to go online and print off a coupon that takes money off of their order. One day, I am working the register and this happens.)

Caller: “I can’t print off this coupon. It won’t let me log on to my account!”

Me: “Do you have the right email/password?”

Caller: “I do. This is the password to my email address!”

Me: “It’s different than your email’s password. This is a completely different site, and is different than checking your email.”

Caller: “It won’t work! Make it work! This is so stupid! Fix it!”

Me: “Does it give you an option to change your password?”

Caller: “No! Make it work!”

Me: “Try changing your password—”

Caller: “That won’t work! I know the password to my email address!”

Me: “If you change it, you should be able to get in.”

Caller: “This is ridiculous!”

(She finally agrees to try and change password, and clicks the link.)

Caller: “Oh! That worked…”