Showing Them Their Bad Form

(I work in a chemical factory. I am talking over the phone finalizing shipment details with a client, who plans to ship produce to the United States.)

Me: “You also need to fill out [Form A]. If it isn’t present, your shipment will be stopped by customs and not allowed into the country.”

Customer: “Yeah, okay.”

Me: “Sir, [Form A] is important. Do not forget it.”

Customer: “Yeah, yeah. [Form A]. Got it.”

(Fast forward two weeks: the customer is on the phone and livid.)

Customer: “MY THINGS ARE STUCK AT CUSTOMS AND IT’S YOUR FAULT. I DIDN’T KNOW THEY NEEDED [FORM A]!”

Manager: “Sir, I’m certain that my agent told you about it.”

Customer: “NO, HE DID NOT! I WOULD REMEMBER! I WAS NOT TOLD!”

Manager: “Sir, yes, you were. Our calls are all recorded. Would you like to listen to yours?”

Customer: “YES, I F****** WOULD! YOU DIDN’T TELL ME!”

Manager: “Please wait a second.”

([Manager] patches a recording into the phone call and customer is listening. [Form A] comes up and after two seconds the customer simply hangs up. [Manager] then calls the customer back.)

Manager: *in a sweet and polite voice* “I’m so sorry, but the line died unexpectedly. Would you like to listen to it again?”

Customer: *click*