The customer is NOT always right!

Snobbery Meets Buffoonery

, , , | Right | June 18, 2021

I am in a lovely family-owned restaurant we frequently visit. The restaurant is very good and it is almost impossible to get a table without a reservation. They’re just that good. The service and food are excellent and though it’s not snobbish, it has a nice setting. The owner himself greets you and gets you seated. If he’s not there his daughter and co-owner does the greeting. All regulars know this.

We are sitting near the entrance on a day the young woman greets the guests and we witness the following exchange.

A very snotty-looking young couple walks in, noses up, looking around for a table. The daughter greets them and asks for their reservation. The man looks down his nose at her.

Man: “We don’t need reservations. We are here all the time, and we know the owner. Just seat us already.”

The friendly face of the woman drops. She replies shortly.

Owner’s Daughter: “That’s a lie and you need to leave now.”

The man gets all flustered and puffed:

Man: “How dare y—”

She interrupts him harshly.

Owner’s Daughter: “I’m gonna stop you right now! I am the owner! The co-owner is my dad! One of us is always here and I’ve never seen you here before, nor have I ever heard my dad telling me of anybody just getting a table! Now, out! We don’t serve liars and cheapskates!

The man turned red as a tomato. The regulars around him listening in had started snickering at this point. He stormed out of the door. I really love it when such snobs get stopped right away.

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Should Have Logged That One First

, , , , | Right | June 18, 2021

I have just been transferred a customer. I have verified her username, done the two-step procedure to link the online profile to the account, and confirmed on my end that the link is complete.

Me: “Okay, I’ve linked that username to your account, all you need to do is—”

Caller: *Interrupts* “Log out and log back in?”

Me: “Exactly. Let me know when you have logged back in.”

Caller: “Okay, I’m back in.”

Me: “Click ‘My Account’ in the upper right corner and you should now see a link in the dropdown menu that says ‘Invoices and Account Balance’.”

This is the quickest way to have the customer confirm that the manual link is successful, because it only requires clicking one link.

Caller: “No, it’s not there.”

This is unusual because I can see it on her user profile. There is an alternate procedure that we can use to achieve the same result; it just takes longer, and I decide to try that before calling IT to report the issue.

Me: “I’m sorry. Let me try to link you up another way. Can you hold for one minute?”

Caller: “Sure.”

I put her on hold and perform the alternate procedure, then recheck her user profile and see it’s been linked.

Me: *Takes the caller off hold* “Okay, go ahead and log out again and then back in, and let me know when you’re back in.”

Caller: “Okay, I’m in.”

Me: “Click ‘My Account’ in the upper right corner and see if the ‘Invoices and Account Balance’ link is in the dropdown menu.”

Caller: “No, it’s not there.”

Me: “Let me just double-check, it is the [Username] that you’re logging into, correct?”

Caller: “Yes, it is.”

Me: “I am so sorry, it should be there. Let me just ask a couple of questions and then get this reported to our IT team…”

Caller: “Do you think I should try logging out and logging back in instead of just closing the browser tab?”

Me: “…”

Me: “Yes.”

When she actually logged out and back in, it was there.

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Unable To Conjure Up A Return

, , , | Right | June 18, 2021

I’m working the buy counter in the pawn shop when a guy comes in with a TV, putting it on the counter in front of me.

Me: “Hi, what are you looking at doing today?”

Customer: “I bought this TV from you the other day and I want to bring it back.”

Me: “Okay, what’s wrong with it?”

Customer: “It’s haunted!”

Me: “…”

Customer: “Every time I turn it on, there are ghosts on the screen!”

Me: “I can see why that’s upsetting. Let me grab the manager; I need his permission to do a refund.”

Customer: “Oh, no, I don’t want the money back. I just want to bring the TV back. It’s haunted!”

Me: “Okay… you can leave it here if you want. You sure you don’t want a refund?”

Customer: “No, I just don’t want the TV in my house anymore. The ghosts might get out.”

And true to his word, he just walked off, leaving me with the apparently haunted TV. I don’t get paid enough for ghosts, and I can’t put the TV on the floor if it hasn’t been returned or bought in through the till, so I put it in the back room for the manager to deal with, just in case.

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Knows Zip About Zip Codes, Part 4

, , , | Right | June 18, 2021

I work in a national call center for repair service. We often get callers who think we’re local, but this one takes the cake.

A man calls in for service. I have to get his information in order to send the tech out. Everything up until the end goes smoothly — specifically meaning he doesn’t seem to be really young, have a hearing problem or a learning disability, or any other reason that could explain what happened next.

Me: “Okay, I just need your city, state, and zip code.”

Customer: “[City].”

Me: “Okay, state and zip?”

Customer: “What? It’s [City]!”

Me: “Got it, [City], and what state is that in?”

Customer: “I live in [City]!”

Me: *Guessing that he thinks we’re local* “Okay, I’m sorry, sir, but this is the national call center in [Town], Texas. I don’t know what state your city is in.”

Customer: “Oh. [State].”

Me: “Great, and what’s your zip?”

Customer: “My what?”

Me: “Your zip code.”

Customer: “How should I know?”

Me: “Well, it’s part of your address.”

Customer: “I don’t know.”

Me: “Do you have some mail laying around?”

Customer: “I don’t know. Maybe.”

Me: “Okay, well, if you could find some mail and let me know what zip code it says on it, that would be helpful.”

Customer: “Okay, hang on.”

I hear some rustling around.

Customer: “Okay, I’ve got it.”

Me: “Great, if you could just read me the numbers after [State].”

To this day, I have no idea how this guy functioned without knowing his own zip code or possibly even knowing what a zip code was. Had he seriously never had to fill out a form or send a letter?

Knows Zip About Zip Codes, Part 3
Knows Zip About Zip Codes, Part 2
Knows Zip About Zip Codes

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A Customer That Doesn’t Blame The Employee?!

, , , | Right | June 18, 2021

It’s a Friday evening, and I’m on the registers for the last few hours of my shift. I get a woman in my line who has several things, most of them related to sewing. I begin ringing her up when she pauses, looking through her purse.

Customer: “I think I need you to pause. I can’t find my card. I hope it’s in my car.”

Me: “Oh, no! I can suspend the transaction for a minute if you’d like to go look for it.”

She goes out to her car, and I leave her items on my counter so I don’t lose them. In the meantime, I ring up a few other customers. She comes back a few minutes later and waits in my line again because the coworker I’ve paged to the front hasn’t come up to help yet.

Customer: “Do you take checks?”

Me: “We do. Do you have your ID with you?”

I suspect the answer and try not to cringe.

Customer: “No. It’s with my debit card. I only have [amount] in cash with me.”

I begin voiding things off the transaction based on what she needs and what the total comes to. She ends up with three of the items and insists that she can come back for the rest. I end up giving her something like sixty cents in change.

Me: “I’m sorry about that. Thank you for your patience through all of that. Have a nice evening.”

She wished me a good evening, too, and I left my register feeling mildly defeated but grateful that she didn’t yell at me or worse! Hopefully, she came in the next day for the items she wasn’t able to purchase.

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