Doesn’t Score The Hotel Goal

| San Antonio, TX, USA | Hotels & Lodging, Wild & Unruly

(I work at a reservation center for a big chain hotel company. It’s nationwide and all of our calls are from all over. When you call, we ask for the hotel, dates, and any type of rate that you may qualify for or be calling about. Whatever hotel that a group is booked at is the ONLY one that will have that group rate. One day a guest calls and doesn’t really know exactly what he’s looking for.)

Me: “Thank you for calling [Company]. This is [My Name]. How can I help you today?”

Guest: “Uh, yeah, uh, I need to reserve a room for my son’s soccer tournament.”

Me: “Okay, what hotel are you looking for, sir?”

Guest: “It’s the Union Square.” *we have three different hotels called Union Square*

Me: “Okay, and which one?”


Me: “Sir, we have more than one Union Square so I’ll need to know which one. We have three, actually.”

Guest: “Oh, there’s more than one? Uh… the… uh… [Hotel Brand].”

Me: “Okay, and what are the dates?”

(He gives me the dates and I begin to read the rates to him.)

Guest: “NO! NO! NO! That’s not right; we have a discount.”

Me: “Oh, okay. Do you guys have a room block set aside?”

Guest: “Uh I don’t know, but they said to say were with [Group] and we get a better rate.”

Me: “Did they send an email with the information or anything? They usually send out something letting you know.”

Guest: “Oh, yeah; should I read that and see if it’s on there?”

Me: “Yes. If it gives you more information, then, yes, read the email so we can book it.”

Guest: “Uh, okay.” *reads off some info that he finds*

Me: *putting two and two together I figure out it’s a group* “Okay, I found it right here.”

(I give him the rates and he accepts. In order to even send a reservation, we need information like name, billing zip, card number to hold, and email to send you the confirmation number of your reservation. I get almost through when his attitude returns.)

Me: “Okay, I need your billing zip code, please?”


Me: “Sir, we need the zip code to match the card we use to hold the room.”

(He complies.)

Me: “Okay, and the email address to send your confirmation number to once we’re done here?”


Me: *severely annoyed at this point* “SIR, it’s an automated system and all I can send is the confirmation number. I don’t send anything else. The email is just to sent the confirmation to you.”


Me: “That’s fine sir, I’ll get you over to customer care to make a complaint, then—”


Me: *laughs* “Okay, good luck finding your group at another hotel, then!” *hangs up*

(Needless to say he didn’t get his reservation, so I guess he got to explain to little Timmy that he wouldn’t go to his tournament because Daddy was an a**-hole.)


Unable To PIN Down The Problem

| Kingston, ON, Canada | Bad Behavior, Crazy Requests, Wild & Unruly

(I work in a call center which serves as technical support for a very large cellphone company. In order for agents to verify a customer’s account under their cellphone number, they would need to provide us with the last four digits of their SIN (or ‘PIN’ as we called it), which we are already able to see on their account. If they choose not to verify their account, they only get limited access to it (like making a payment, or asking technical support questions.)

Me: “[Standard agent greeting]. May I have your four digit PIN, please?”

Customer: “How do I find out my PIN?”

Me: “It is the last four digits of your social insurance number.”

Customer: “Well, I don’t feel comfortable giving you that information!”

Me: “If you choose not to verify, I do have to warn you that you that there will be limited access to your account. As well, I can currently see your PIN; all I need is for you to verify it for me.”

Customer: “DIDN’T YOU HEAR ME? I do NOT feel comfortable giving you that kind of information.”

Me: “Okay, ma’am, what can I help you with today?”

Customer: “I want to know what the last four numbers this phone has called.”

Me: “I’m sorry, but because you chose to not verify this account, I can not give you that information. I can help you out with technical questions or make payments.”

Customer: *very irate now* “WHAT?! I NEED to know what numbers this phone has called!”

Me: “If you would like to verify…”

Customer: “I ain’t verifying nothing, you stupid b****!” *slams phone down*

(I was assuming she meant to actually hang up but in her anger the phone didn’t actually disconnect and I had to listen to her throw things around and curse for three minutes before I was able to give a goodbye script and disconnect.)


Wish You Could Shoe Away This Customer

| USA | Crazy Requests, Extra Stupid, Money

Me: “Hi, [Customer], I see here you want to place an order for this shoe?”

Customer: “Yes, can we also get the brown pair as well?”

Me: “Of course, give me one moment!”

(I find the other shoe pretty quickly.)

Me: “Okay, you’re new total is $32.93.”

Customer: “No, that other agent said I would get free shipping!”

(I look over the order total. The shipping for an order with more than one item is, as I thought, 8.95. But it looks like the last agent gave her a $10 store credit to cover the shipping.)

Me: “It looks like you are only paying for the cost of the shoes; I see a $10 credit that has been placed on the account to cover the shipping.”

Customer: “No! My total is supposed to be 13 dollars!”

Me: “Ma’am, that would be your total if you had only one pair of shoes.” *breaks down the total for her of the two shoes [16.99 each] and the shipping, and then points out the ten dollar credit*

Customer: “Well, if I place one order with one item, and then I can call you guys back and place the second order, then will it be 13 dollars like he said it would?”

Me: “Ma’am, you can place all the orders you want with me right here, and placing the items on different orders would make it cheaper, but we do ask that you pay for the cost of the shoes.”

Customer: “Okay, let’s do that!”

Me: “Okay.” *takes one pair of shoes out of the cart* “Your total is $13.94. Do I have your permission to charge your card?”

Customer: “Why am I paying for shipping still?!”

Me: *considering disconnecting the call* “Ma’am, you aren’t paying for the shipping. Since there is only one item in the cart, your shipping is only 6.95. We gave you a $10 discount, so the shipping is free and the shoe itself is almost four dollars cheaper.”

Customer: *defeated* “Well, I’m just confused. I wasn’t told anything about any credit!”

Me: *deep breath while customer is on mute* “When we waive the shipping fee for you, we actually put a credit on your account to cover the shipping.”

Customer: *even more confused* “I want to talk somebody else.”

Me: *in a more firm, but still very nice tone* “Ma’am, no matter who you talk to math still works like math. If you have a shoe that costs $16.99 and shipping that costs $6.95, your total WILL be $23.94 normally, but we gave you a $10 discount on your order so your total is $13.94.”

Customer: “Okay, I’m confused but go ahead and place the order.”

Me: “Do I have your permission to charge your card in the amount of $13.94?”

Customer: “Yes.”

Me: *places order then gets the other shoe in the basket* “All right, now you have free shipping. I have the other shoe in your basket; do I have your permission to charge your card in the amount of $16.99?”

Customer: “No! The shoes are supposed to be 13 dollars! What is going on?”

Me: *goes quiet for what feels like forever* “The cost of the shoe is $16.99. Do I have your permission to charge your card in the amount of $16.99.”

Customer: “Well, I guess!”

Me: *places order* “Any other questions I can help you out with?”

Customer: “When should I expect to see them? I have an event I want to wear them at next week.”

Me: *our shipping timeframes are long, but the customer would know the timeframe if she’d read the very obvious description* “They should ship to us in 3-4 weeks because they are imported. Then they will ship out to you in one week.”


Me: “Have a good day, ma’am.” *click*


Do Not Call, Can Not Call

| Toronto, ON, Canada | Crazy Requests

(I work at a call center that does follow-up calls for a financial company, to make sure everything goes smoothly with the clients’ accounts. Usually we are the ones that call the customer, but sometimes we get inbound calls and have to get the customer’s information to look up their account. On this particular occasion, I get an inbound call.)

Me: “Hi, this is [Company]; how can I help you today?”

Customer: “What do you people want?”

Me: “I’m sorry, ma’am, I don’t understand. You’re the one calling us?”

Customer: “I’m sick and tired of you telemarketers always calling me. I don’t want to buy whatever you’re trying to sell me.”

Me: “We’re not telemarketers, ma’am. This is [Company]. We’d likely be contacting you because you’re a client of ours, unless someone gave us your phone number by mistake. Do you happen to have a loan with us?”

Customer: “Yeah, so?!”

Me: “Then we would have tried to contact you regarding your account.”

Customer: “I already have a loan; I want you people to stop calling me! I’m on the do-not-call list and you people are calling me at least twenty times a day!”

(I know this is not true, because it is company policy to never call more than once every several days, and even if the policy wasn’t in place we wouldn’t have the time to call the same client over and over. By now I realize that the customer is too angry to listen, and I want to fix things as quickly as possible.)

Me: “Well, if you’d like, I can take note in your file that you do not want to be contacted. I can also update your account so that transactions can be made automatically so that we don’t have to call you for authorization, and you can keep track of things on our website instead?”

Customer: “Yes!” *muttering profanities* “Do that now!”

Me: “Certainly, ma’am, could I have your first and last name?”

Customer: “No!”

Me: “Sorry? I just need to match up your file. Could I have the phone number that we’ve been calling you at, then?”

Customer: “I don’t give out that kind of personal information.”

Me: “We would already have your information, ma’am, if you have a loan with us. I just need a name or a phone number to search so that we know who it is that doesn’t want to be called. You called in to us, so I don’t have your information in front of me.”

Customer: “No, I’m not going to give you my information!”

Me: “What…?”

Customer: “Are you a f****** idiot? Just stop calling me!”

(The customer hangs up. I’m baffled what to do, and I’ve already searched the inbound number, but it is a different number than the one we would have contacted and shows no search results in our system. After a minute of thought, I figure I should tell my manager, and I walk into his office. He is on the phone with a customer.)

Manager: “Ma’am, I would be happy to hear your complaint, but there’s not much I can do unless you tell me when you called so I can find out who you were talking to. No, we already have your information; I’m not trying to get anything personal from you… Could we have the phone number you want us to stop calling then? What…? Why not?”


Not Getting Through His Head

| Toronto, ON, Canada | Bad Behavior, Money

(I work at a call center for a financial company. We deal with loans and sometimes have to contact our clients about their accounts. I call one of them.)

Me: “Hi, could I please speak to—”

Customer: “You have the wrong number!” *hangs up*

Coworker: “I guess he’s not worried about his payment not going through?”

Me: “He’s going to be one of the people who calls back angry and screams about how nobody tried to tell him.”

Coworker: “And just like that it will be the right number again. Magic.”

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