Multiple Call Back Attack

| Right | March 12, 2015

(I’m the store manager of a lease-to-own business, so I know who my new employee is speaking with on the phone even though he has no idea. The customer, whom I have had dealings with for over six years, would throw fits and scream and cry while flailing about on the beds in our showroom if she didn’t get what she wanted. Previously she wanted me to force my employees to deliver an item to her that she wouldn’t pay for until she’d tested it out in her own house. I explained that we closed in just a few minutes and that I couldn’t allow that. I wasn’t pleased that she’d called back to try and do business again. My employee couldn’t help her to her satisfaction, so I had him transfer the call to me.)

Me: “Thank you for holding. This is [My Name]. How can I help you?”

Caller: “Oh, good. You know who I am. I need you to deliver an [electronic item] to my house.”

Me: “Ma’am, due to you not paying your last balance, I am unable to bring the item to you until that balance is taken care of.”

Caller: “You mean I still have to pay that?”

Me: “It’s policy, ma’am. The balance is much like that of a past due fee on library books or rental movies.”

Caller: “I knew it! You just don’t like me. Fine. I call [Competitor] instead.”

(At this point the false tears and the slurred speech begin and I am unable to understand what she’s babbling, but I won’t let her get to me… regardless of how much I may want to go off.)

Me: “I’m sorry to hear that, ma’am. Have a nice day.”

(I hang up and turn to my new employee:)

Employee: “What the heck was that? I could barely understand what she was saying to me.”

Me: “Trust me; you’d be used to it if you had to deal with her. She told me she was going to call—”

(I’m cut off due to the phone ringing. The caller ID shows that it’s the same customer. I (almost gleefully) answer the phone.)

Caller: “Thank goodness. I’m needing an [electronic item] delivered. I just called another place, but they seem to jack up their prices and they lie to all of their customers. They tried to cheat me!”

Me: “Ma’am…. I hope you realize that you’ve called me back. I’m afraid that none of what you’ve just told me was even discussed during our phone conversation. Somehow you’ve dialed the wrong number. Please, call [Competitor’s phone number] instead. Hopefully, they’ll take care of you in whatever way you desire.”

Caller: “…Okay. What was the number again?”

(I gave her the number and hung up. I called the other store and informed them of what had just happened. They told me that they won’t do business with her any longer either, mainly due to her antics and her bothering the other customers with her hysterics. While I was on the phone with the competitor’s store manager… she called them. Luckily, she hasn’t attempted to call back.)

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