Misplaced Honesty
I work in a call centre for monthly-posted contact lenses.
Customer: “My daughter is [Daughter], and her account number is [number]. Can I have my daughter’s prescription info?”
Me: *Looks it up* “No, I am sorry. I see here that she just turned eighteen and it’s considered medical information, which I cannot disclose to anyone but her now that she’s over eighteen. I need her to call us herself.”
She flips her writ, to the tune of:
Customer: “I pay for those lenses! She’s only a child! Why won’t you disclose the information?!”
And so on.
Me: *Over and over again* “This call is recorded. You’re asking me to break the law. I. Can. Not. Disclose. The. Information. You’re. Asking. For.”
Customer: “Okay, so I am [Daughter]. Now give me the information.”
Me: “You introduced yourself when you called. I know you are not.”
Customer: “So, if I called back and told you I was her, how would you know?”
Me: “That is called fraud, and that’s illegal.”
Customer: “But how would you know?”
Me: “I strongly advise you against committing fraud, as that is illegal.”
Customer: “But how would you know?”
Me: “I strongly advise you against committing illegal acts.”
I was thinking: “You seriously expect me to tell you, on a recorded call, to go ahead and commit fraud? And you’re seriously telling me, on that RECORDED CALL, that you intend to?!”
I put a note on the file to ask the store to call the girl and ask her, and a note that I suspected fraud, to cover my own behind when no doubt the woman did just as she said she would. I know people commit fraud like that all the time, and nothing comes of it if the relative has approved the deception, but maybe don’t tell someone on a recorded call that you mean to break the law.
Question of the Week
Have you ever served a bad customer who got what they deserved?