Sizing Up To Be An Escalated Call

, , , , | Learning | October 8, 2018

(I work at an office and school supply vendor, where we work with a lot of teachers. During my second week at work, I get a call from a teacher about the construction papers we have.)

Me: “Thank you for calling [Business]. This is [My Name]. How may I help you?”

Teacher: “Yes. What size is your 9 by 11 paper?

(I pause, because I am a little confused, and then I answer:)

Me: “It is 9 inches wide and 11 inches long.”

Teacher: “No, what size is it?”

Me: *even more confused* “It is 9 inches by 11 inches, and the weight of the paper is between 65 to 80 pounds depending on the manufacturer.”

Teacher: “NO! What size is the 9 by 11 construction paper?”

Me: *thinking maybe she wants the metric size* “It’s about 23 centimeters wide and 28 centimeters long.”

Teacher: “What don’t you understand!? What size is your construction paper?! If I want the wider side at the top, then what would it be?”

Me: “It would then be 11 by 9 inches, or 28 by 23 centimeters.”

Teacher: “UGH! Do you have someone there who knows what they are doing?”

(I very happily transferred her to a special team who takes our escalated calls. They weren’t able to help her, either. She ended up yelling at them that she was going to take her business elsewhere and she would encourage her school district to do the same.)

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