A Healing Cup Of Coffee

| SC, USA | Awesome Workers, Family & Kids, Food & Drink, Top

(It’s the week before finals, and my sister and I are both feeling the stress. We end up driving out to the nearest coffee chain with an armload of homework. I’ve only been there twice, but my sister frequently refers to it as probably the nicest branch of this coffee chain ever, by which she always means the people there. We order our drinks and sit down on a little couch in the corner. We end up waiting for a really long time, and people who have ordered after us are getting their drinks before us. My sister looks up from her computer.)

Sister: “This is very unusual for them.”

(About 20 minutes later, the woman who took our orders hurries over with our drinks and gift cards, apologizing profusely. Evidently, the ticket had gotten lost or something like that.)

Cashier: “I am so sorry about this! Just take these to any [Coffee Chain], and you’ll get a drink for free.”

Me: “Oh, it’s all right; we weren’t waiting THAT long!”

(My sister and I try to reassure her that we’re not upset. She starts to walk away, then stops. She looks at my sister and I quizzically.)

Cashier: “Sorry, but… are you two twins?”

Sister: “Yes, we are!”

Cashier: “My husband is a twin. Was a twin. His sister died really recently and…” *she stops for a moment to compose herself* “And yesterday was the first time he’s had to celebrate his birthday without her.”

(My sister and I both express our sympathy and condolences, and she kind of laughs.)

Cashier: “I don’t even know why I’m telling you this.”

Me: “Maybe that’s why the drinks were delayed; because you needed someone to talk to.”

(Maybe it was an odd statement, but I really felt that if the drinks were on time, she wouldn’t have been able to talk to us about being a twin and losing a twin. Ma’am, I hope you and your husband are doing better now, wherever you are. Thank you for the gift cards!)

Cash-Backtrack

| QC, Canada | At The Checkout, Bad Behavior, Money

(I’m the supervisor in charge for the night and am standing right behind my coworker. The bank situated right next to us recently moved and they didn’t even leave an ATM, so we get lots of people who only want to withdraw money.)

Customer: “I would like to withdraw money, please.”

Coworker: “I’m sorry, but we do not offer this service. If you want to withdraw money, you need to buy something.”

Customer: “But I don’t need anything. I just want money.”

Coworker: “I’m sorry ma’am, but it costs us money when people take cash back, so we can’t accept any withdrawal if you do not purchase something.”

(The customer insists she doesn’t want to buy anything and I can see my coworker starting to lose patience. So I turn around to face the customer.)

Me: “We’ll charge you for a plastic bag. It’s only a nickel. Withdraw as much money as you want.”

Customer: “Finally!”

(My coworker gives me an annoyed look, but he proceeds with the transaction. As soon as the transaction is done with and the woman gets her money, she looks up at my coworker.)

Customer: “I almost forgot! I’ll take a $2.00 lottery ticket!”

A Simple Solution Is Just The Ticket

| Red Bluff, CA, USA | Extra Stupid, Technology

Customer: *calling my office phone* “My scanner hasn’t worked for two weeks! Why haven’t you fixed it yet?”

(I glance at my computer, checking my tickets. Nothing in this person’s name.)

Me: “Have you called a ticket in? What is the ticket number?”

Customer: “I don’t have time for that!”

Me: “Well, luckily, I have a gap between appointments and can come over to look at it now.”

(I head over.)

Customer: “See? Nothing.”

Me: “How long has it been unplugged?”

The Key(s) To Customer Service

| Raleigh, NC, USA | Crazy Requests, Technology

(I usually work the electronics department, but I’ve stepped into the main toy section to show a customer where an item is located. Another customer gets my attention.)

Customer: “Can you tell me where [line of dolls] are?”

Me: “I’m not familiar with those dolls, but if we do carry them, they’ll be in [aisle numbers].”

Customer: “Well, the other girl said that you don’t have them!”

Me: “We probably don’t, then. It’s been a very busy morning and we’re sold out of a lot of popular items.”

Customer: “Can’t you look it up on that doodad of yours?”

(The customer gestures at the set of keys in my hand, which have a large black magnetic key attached to them.)

Me: “Ma’am, I’m afraid I don’t have my handheld scanner, but if you give me a moment I can go to the electronics department—”

Customer: “No, that doodad in your hand!”

Me: *as gently as possible* “Ma’am, these are my keys, not my handheld.”

Customer: “I have had it with this store! This is the worst customer service! I will inform your manager that you refused to serve me!”

(Later, my manager drops by.)

Manager: “Did you try to help a very grumpy old woman?”

Me: “Yeah, and she was mad that I couldn’t use my keys to look up an item.”

Manager: “I’m not surprised. She complained about you, and then wanted me to help her find a doll in an ad. I pointed out that it was an ad for a competitor and that the doll was marked as that [Competitor]’s exclusive item. She told me she’d just come from there and they didn’t have any more, so what was I going to do about it? I told her nothing, since we’re not [Competitor]. Last I saw she was leaving her cart and walking out of the store complaining about how employees these days have no sense of what customer service really means.”

A Premature Point Of View

| Courtenay, BC, Canada | Crazy Requests, Extra Stupid, Hotels & Lodging

(I work the front desk of a smaller hotel, where all of our rooms face the ocean; meaning the front entrance of the units are motel style in the back, edging onto a wooded area with the sliding glass doors all facing the waters edge. A guest we had just checked about 10 minutes ago comes back to the desk FURIOUS. I overhear the exchange between him and my coworker…)

Guest: “I was told my room had an OCEAN VIEW! You people are NOT advertising correctly. This is false advertising!”

Coworker: “Sir, I assure you you ARE in one of our beachfront units. In fact, it really doesn’t get much more ‘beachfront!'”

Guest: “Yeah, well, I can assure YOU that my room is NOT facing the water! I am not paying this much money to stare at some trees!”

(At this point we’re all dumbfounded as to why this guest claims his room doesn’t have a view, as it’s physically impossible for it not to. At this point, my coworker clues in.)

Coworker: “… Sir, did you actually ENTER the room yet?”

Guest: “No, but the building is surrounded by trees. There’s no ocean or beach in sight!”

(As soon as the guest actually WENT INTO the room, to his surprise, he found a gorgeous ocean view and had no further complaints!)

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