Some People Have Never Been Told “No” And It Shows, Part 4

I work in a big box store in their photo/electronics department with a pretty awesome crew. The customers, however, take some getting used to.

A woman purchases a pre-paid cell phone. I ring up her order and take her money. Nothing unusual. She proceeds to stand there.

Customer: “Well, aren’t you going to set it up?”

Me: “No, ma’am, I’m afraid we don’t do that, and I have a line. It’s really straightforward. Just call the number and set it up.”

Customer: “Aren’t you going to give me a list of numbers to choose from?”

Me: “No, you set up a phone number when you call and activate the phone.”

She gives me a weird look and leaves. Not even fifteen minutes later, the phone rings.

Me: “[Store], this is [My Name].”

Customer: “Yeah, I was just in there and I bought this prepaid phone. You were supposed to set it up and you didn’t.”

Me: “Yes, I remember you. I’m not supposed to set it up for you. I had a line and I needed to do my job.”

Customer: “Well, you were supposed to give me a list of numbers to choose from.”

Me: “I’ve been selling those phones for years. I’ve never been given a list of numbers to choose from.”

Customer: “Well, last time I was there, [Random Name] set it up for me and he gave me a list of numbers.”

Me: “I can give you the [Provider] number and they can help you set up a number.”

Customer: “No, I have that number. You’re not listening to me.”

Me: “Ma’am, I am listening. You want me to set up the phone and give you a list of numbers to choose from. As I told you before, we’re not responsible for setting up the phones.”

Customer: “YOU’RE NOT LISTENING TO ME! I NEED A LIST OF NUMBERS TO SET IT UP!”

Me: “[Provider] gives you the numbers, not me. We have never done that. Once you purchase the phone, you no longer deal with [Store]; you deal with [Provider].”

Customer: “I SWEAR, THIS STORE ONLY HIRES F****** R****DS!”

Me: “Ma’am, if you don’t calm down, I’m hanging up.”

Customer: “F*** YOU, YOU F***!”

Me: *Click*

Luckily, my new awesome assistant has been listening to my side of the conversation the entire time, and she laughs when I actually hang up on the customer. She is amazed at how I kept my cool. I tell her how the customer tried to be verbally abusive, and I wouldn’t have any of it.

Sure enough, a call comes in on the manager’s phone and it is the same customer. I hear most of the conversation on the assistant’s side and she instantly becomes my new favorite person.

[Awesome Assistant] tells the customer that “[Random Name]” has never worked here, we don’t set up phones, we don’t give lists of numbers… blah, blah, a repeat of what I told her. The customer proceeds to tell [Awesome Assistant] that I was rude and didn’t let her speak. [Awesome Assistant] immediately shuts her down.

Awesome Assistant: “Ma’am, I was standing next to [My Name] when she was on the phone with you. She was nothing but courteous and professional. You, on the other hand — I heard you yelling profanities through the phone. If that’s the way you’re going to treat my associates, we don’t need your business.”

The phone was silent (the customer was probably stunned) as [Awesome Assistant] then hung up the phone.

Honestly, if she had just called the number herself, it would have taken a twentieth of the time it took to do all that complaining. I guess setting up her phone was beneath her but throwing multiple tantrums was not.

Related:
Some People Have Never Been Told “No” And It Shows, Part 3
Some People Have Never Been Told “No” And It Shows, Part 2
Some People Have Never Been Told “No” And It Shows