Log In And Tune Out

I work at a call center. Someone has called to make changes to a service they purchased in one of our stores. This change can only be made online, and in order to add the service to an online account, there has to be an email recorded on the service. This was not done at the time of purchase.

Me: “Unfortunately, you’ll have to go back to the store and ask them to add the email.”

Customer: “But they just told me to call you! You can’t just change it for me?”

Me: “No, I’m sorry, I can’t change it, but I can walk you through doing it online.”

Customer: “But I’m eighty-six years old!”

I am used to people randomly yelling their age as a way to say, “I can’t be expected to use the internet.”

Me: “Sorry, this change can only be made online.”

Customer: “Okay. What do I need to do? I’m writing this down.”

I very patiently take her through all the steps. I am used to walking people through this process, and I know where people tend to get confused, so I break down all the steps. She keeps writing things in her own words that sound dramatic and incorrect, and reading them back to me.

Me: “So, once you’re logged into your account, you want to click [button] in the top right.”

Customer: “So look for [button], that I’ll never find, because who knows where it is, but then what?”

Me: “It will be in the top right.”

Customer: “On the right, okay. I still won’t find it. But then what?”

This goes on for about twenty minutes, and I make sure she has our phone number because I have no idea what she’s written down by the end.

Me: “We’re here 24/7, so you can call back if you need any more help.”

Customer: “THANKS FOR NOTHING!” *Hangs up.*