, , , , | Right | September 29, 2017

(I work in a call center for a catalog company.)

Me: “Welcome to [Company]. My name is Kayla. How can I help you?”

Customer: “I’m sorry; your name is what?”

Me: “Kayla.”

Customer: “Repeat.”

Me: “Kayla.”

Customer: “Spell that for me.”

Me: “K. A. Y. L. A.”

Customer: “K. A. Y. O. A?”

(I respell it a couple more times, and get the same result, so I give up.)

Me: “How can I help you?”

Customer: “I’m trying to get your name!”

(I try giving it to him again with the phonetic spelling, and he is still not getting the “L”. I give up, and say yes, that is my name.)

Customer: “Are you from the US?”

Me: “Yes.”

Customer: “That must be a family name, because that’s not from around here.”

Me: “What can I get ordered for you, sir?”

Customer: “I want to know where that name is from.”

(When he finally moved past my name, he only placed an order for one small item.)

Goat Eggs For Veterans

, , , , | Right | September 27, 2017

(I work tech support for a satellite company. The customer I’m speaking with is getting a signal lost on one receiver, and we are setting up a service call for a tech. This customer has already stated to me that he’s had a few beers, but has been otherwise normal up until this.)

Me: “Would you have any special instructions for the tech? Gates, animals, hidden driveways?”

Customer: “Can he bring me a goat?”

Me: “I’m sorry. Our tech can’t bring a goat.”

Customer: “But you asked about special instructions. I want him to bring me a goat.”

Me: “He cannot bring you an animal.”

Customer: “What about eggs? Can he bring me eggs?”

Me: “No, sir. He would not have anything like that available to bring.”

Customer: “I bet if I told you I was a veteran, it would be different.”

Calling Back Is Not His Calling

, , , , , | Right | September 25, 2017

(I work in a call center and offer customer service through chat. I am completely separate from the phones.)

Customer: “Here is my phone number. Call me.”

Me: “I apologize; I do not have access to the phones. Is there anything I can do for you?”

Customer: “YES! My phone is not working, and I want you to call me and fix it now!”

Me: “We can’t do technical troubleshooting on the chat.” *I give him all information on how to call technical support*

Customer: “NO! I don’t want to call technical support! My phone is not working! I want you to send a technician now!”

Me: “Only technical support has access to sending out technicians for technical issues. You will need to call them to get this fixed.”

Customer: “What don’t you understand? MY PHONE IS NOT WORKING!”

Me: “If your phone is not working, then how could we call you?”

(He was wordless for a few seconds, then started to say he never asked for a call, and kept pushing for technical support until he closed the chat 15 minutes later.)

Some People Should Not Be Approved For The Catalog

, , | Right | September 22, 2017

(I’m an order-taker for a catalog company.)

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

Caller: “I just got y’all’s catalog, and I want to know what I’m approved for.”

Me: “I’m sorry; I didn’t quite catch that. Did you say ‘approved?’”

Caller: “Y’all sent me this catalog. Don’t that mean I been approved?”

Me: *still not quite understanding* “Um, there’s nothing in there that requires being approved.”

Caller: “You mean if I order something, I gots to PAY for it?!”

Me: “Yes, I—”

Caller: *click*

Unfiltered Story #94362

, , | Unfiltered | September 19, 2017

(I was working in the collections department for an energy supplier when I got a call from a woman regarding a letter she said she received. She said she had a question about it. She gave me a reference number and I pulled up the account.)

Me: “I’ve got the account up. May I ask your name?

*The customer gives me her name and it is the same as on the account. I then ask her to confirm address and DOB, both of which match what is on the account.*

Me: “Thank you for confirming those details. What was your query?”

Woman: “Yes, what is this letter all about?”

Me: “There is a balance on the account. It needs to be paid. You owe [amount].”

Woman: “No, I don’t.”

Me: “I’m not seeing any payments since [date].”

Woman: “No, you don’t understand. This isn’t my account.”

Me: “Your name is on the account and you confirmed the address.”

Woman: “No, no. This letter isn’t for me. This is my friend’s account. My name is [different name].”

Me: “I’m sorry, madam, I can no longer discuss the account with you without the customer’s permission. Is the customer there?”

Woman: “You just broke the data protection law. You disclosed my friend’s details.”

Me: “Actually, madam, you committed fraud.”

Woman: “No I didn’t. I never said I was the customer. You broke the law, now you’re going to lose your job. I’m going to report you.”

Me: “Actually, madam, when I asked what your name was, you told me it was [customer’s name], when I asked what your address was, you said it was [customers address] and when I asked you to confirm your date of birth, you told me it was [customer’s DOB]. You pretended to be your friend, which is fraud.”

Woman: “No I didn’t. If you heard that, that’s your fault. I’m going to report you!”

Me: “You are welcome to report this to the data commissioner. I’ll get you the details if you like. We are obligated to report this incident as well, and will send the recording of this call to prove what was said.”

Woman: “How dare you say that to me! Get me your manager!”

*I get my manager, who takes over the call. My manager promises to listen to the call and arranged to call the woman back once she has done so. Later that day, my manager came and spoke to me. She listened to the call and confirmed that the customer definitely committed fraud – she clearly said her name, address and DOB was the customer’s. My manager gave me an anti-fraud form to fill in so it could be passed onto the police. During the call the woman gave me her full name and she gave my manager several phone numbers when they arranged the call back, one of which was a work number. My manager also got the woman’s address because the customer wanted me to write her a formal apology for accusing her of committing fraud. All these details went on the form we sent to the police.*

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