New Mexico, Old Problems

, , , , , | Right | September 16, 2017

(I work at a chain clothing store that also has a website that you can order from. Sometimes, if they are out of an item online, the call center will direct a customer to a store that has it in stock and have the customer order it from the store. One day an online rep calls me for this type of transaction, to check if I have the item a customer wants. I look, find the item, and this takes place…)

Me: “It looks like we have that item!”

Online Rep: “Great! Let me patch the customer over to you and you can get that sent to them!”

(A lady answers with a thick Southern accent:)

Caller: “Hello?”

Me: “Hello! So, you want to order [item] today?”

Caller: “Yes… so, it’s going to be shipped from a store to me?”

Me: “Yes, that’s right! We happened to have it in stock, even though they’re out online. “

Caller: “So, wait… how long is it going to take?”

Me: “It’ll be the standard three to five day shipping, ma’am.”

Caller: “Where is this store located?”

Me: “We’re in Albuquerque, New Mexico. “

Caller: “You’re going to ship it all the way from New Mexico? I’m not sure I want to wait that long…”

Me: “Well, it’s still three to five day shipping, so you will get it in three to five days.”

Caller: “But all that way? I don’t think I want to wait that long… I’ll just wait for them to get more online. ”

Me: “Okay, but if you do that, you might have to wait several weeks for them to get in, and then you’ll have to wait for it to ship to you. I can get it to you in three to five days.”

Caller: “I just don’t want to wait for it to come all the way from New Mexico… bye.” *hangs up*

(It occurred to me after she hung up that she might have gotten New Mexico, the state, confused with Mexico, the country. Either way, three to five day shipping still means you’ll get it in three to five days. And, ironically, our warehouses are on the west coast, so it probably would have to have gone a longer distance if she had ordered online.)

Worth Checking What Was Just Said

, , , , | Right | September 16, 2017

(I am a cashier at a store that sells cigarettes, lottery, and fireworks, all of which you must be over 18 to buy. Our store follows the 30-law [if you appear under 30, we must check your ID] for all of these items. One day had a guy walks in and looks at the fireworks.)

Guy: “I’ll take these ones, please.”

Me: “Sure. I just need to see your ID.”

Guy: “No problem. Can I also get a pack of smokes?”

(He hands me his ID. The first thing I do is check the picture to be sure it’s him. The card has all the security features. I then check his birth year.)

Me: “According to this, you are not 18 yet.”

Guy: “Wow, you actually checked! I have never had anyone call me on it before!”

Me: “You never get ID’d?”

Guy: “All the time. But normally I give it to them and that’s good enough!”

You’ll Pay (Twice) For That!

, , , , | Right | September 15, 2017

(It’s a busy lunch and I am the only manager in the store. A customer comes in from the drive-thru with a messed-up order. One of my crew members steps over to help him. She re-rings in the missing food so the grill team knows to make it, and hands the customer his receipt with a zero balance and his order number on it.)

Crew #1: “Your order number is 260. I’ll have it up for you in just a minute.” *she gets the food and hands it to him, telling him to have a nice day*

Customer: *to another crew person who just came up front* “Why are you charging me?”

Crew #2: *thinking he is joking, because we have several regulars who play around like this frequently* “We can’t just give out food for free.”

Customer: “This is ridiculous. Why are you charging me? I want to speak to the manager.”

Me: “I’m sorry, sir. What is the problem?”

Customer: “I came through the drive through and you forgot half my order. Now you’re charging me. This is going to cost me more in credit card fees than the food is worth. I shouldn’t have to pay twice.”

Me: “You didn’t pay twice. Your food is right here. I’m sorry for the mix up.”

Customer: “I weigh 240 pounds! One sandwich isn’t going to last me all day. You can’t charge me twice! I don’t mean to be rude, but this is ridiculous.”

Me: “Sir, I’m not really sure what the problem is. I’m sorry we missed some of your order, but it’s right here now. No one is charging you again.”

Customer: “I shouldn’t have to pay again; this is insane.”

Me: “I’m sorry. I don’t understand the problem.”

Customer: “That girl told me I owed her $2.60.”

Me: “No. She told you your customer order was 260. It’s how we make sure each customer gets the right order.”

Customer: “Then why did she give me a receipt?”

Me: “So you would know your order number?”

Customer: “Oh. Sorry.”

An Operatic Failure

, , , | Right | September 15, 2017

(While I usually work in the head office, I have colleagues who travel to fairs and offices of our clients to see how they are doing and push sales. I get an email from my colleague in sales telling me about a client who got a travel package offer from us, which he forwarded to another travel agency in order to get a better price for the package from them. This is considered okay, but impolite in this business, since you normally keep prices and offers between business partners. Although I was using my best prices for his offer, the client tells my colleague that the other agency can offer him an almost 10% cheaper price, and he wants us to match this price for him in a new offer. I call my coworker.)

Me: “Well, I don’t know how [Competitor] did it, as they have the same services as we do, but they beat our price and they can offer it 10% cheaper. I’m sorry, but I absolutely cannot match that without losing money. It seems like this business is gone for us.”

Coworker: “Okay, well, what can you do? I will inform the client. You can release all the reservations for the opera. Thanks a lot!” *click*

(After a few days she calls again.)

Coworker: “I have the client on the phone again. He demands to speak to you, because I can not give him the information he needs.”

Me: “Sure, just put him through!”

Customer: “Hello?”

Me: ” Yes, hello, this is [Name] with [Company]. How can I help you?

Customer: “Your colleague told me that you cannot match the price of [Competitor].”

Me: “That is unfortunately true. Despite trying my best, I am unfortunately not able to match their pricing. I am very sorry that you book via [Competitor] now, and I hope that you give us another chance next time. I already released all pre-bookings for the opera that I made for you, so you do not have to worry about those.”

Customer: “But I want to book with you, can’t you just match the price of [Competitor]? I really want to book with you, and the offer is including the same services, it’s just the price.”

Me: “I am really sorry, but I can’t. And even if I could, the tickets are most probably gone now, since the piece is very popular, and it’s probably sold out by now. “

Customer: “Are you saying that I just lost the opera tickets?! I already booked the flight tickets for my client and cannot cancel any more! The opera was the only reason my clients wanted to go!”

Me: “I am sorry, but didn’t you say you have an offer from [Competitor]? Doesn’t he have tickets reserved for you?”

Customer: “Well, of course I don’t! Don’t you know the concept of a bluff?”

Me: “So, you told us you had another offer, but in reality just wanted to get a cheaper price by tricking us?”

Customer: “Well… yes! That is how business works!”

Me: “Sir, I am sorry, but this is not how it works. At least not if you want to keep on working with us. Good luck getting tickets with [Competitor].” *click*

Still Learning To Adapt

, , , , , | Right | September 15, 2017

(I work as a technician, fixing video games, computers, and phones. A customer comes in with a laptop that needs its track-pad reconnected. He gives me the computer, but no power cord.)

Me: “Sir, do you have the power adapter for this?”

Customer: “Oh, sure.” *hands me a wireless mouse*

Me: “Not quite…”

Page 8/3,915First...678910...Last
« Previous
Next »