Out Of State, Out Of Mind

| Working | January 24, 2016

(A customer has requested that a previously delivered package be picked up and sent back. The shipper in our area apparently requested two such pickups, one in Ohio and the other in California. A customer service agent calls my station in Georgia to follow up on the pickups.)

Agent: “I need to know why these two pickups were not made today.”

Me: “I wouldn’t know… They’re not for our service area.”

Agent: “Sir, the shipper is in your service area.”

Me: “That is correct, but the pickups you’re asking about are to be made in Ohio and California and the packages are to come back to the shipper here in Georgia.”

Agent: “So why haven’t they been picked up yet?”

Me: “Again, I don’t know… The pickups are not for our service area.”

Agent: “Sir, the shipper, who is in your area, requested these pickups. I need to know why they haven’t been made because the shipper is requesting an update.”

Me: “Okay… you realize that you called this station in Georgia, right? The two pickups you are asking me about are to be made in Ohio and California. This station doesn’t service those two states.”

(I proceed to tell the Agent exactly which two stations are to make the pickups… and even give him each station’s phone number.)

Agent: “I don’t understand.”

Me: “Excuse me?”

Agent: “How can these pickups not be for your area if the shipper, who is in your area, requested that they be made?”

Me: “Do you understand how this particular pickup process works? The tracking numbers you gave me indicate what station is supposed to pick them up. And I just told you which two stations you need to speak with. My station has nothing to with these two pickups aside from delivering the packages back to the shipper once they get here.”

Agent: “I don’t believe that is accurate. I will need to inform my manager about this conversation and how you were not willing give me the information as I have requested. And I will have him call you back to discuss this matter further.”

Me: “Oh, please do go tell your manager what all you know about this particular pickup process. I will be here all evening if he needs to discuss the matter with me.”

(Clearly the agent’s manager was more knowledgeable on the matter than he was as I did not receive another call about the pickups.)

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