A Not-So-Smooth Transaction

, , , | Right | May 16, 2018

Customer: “What kind of smoothies do you have?”

Me: *lists off smoothies*

Customer: “What’s in the Superfruit smoothie?”

Me: “It has a bunch of lesser-known fruits, so let me take a look at the ingredients real quickly.”

Customer: “Oh, it has fruit in it? I don’t want a smoothie with fruit.”

This Call Scores A (Ground) Zero

, , , , | Right | May 16, 2018

(I work in a call center doing senior-level tech support for a cell phone manufacturer. This interaction happens after a lower-level support transfers the call to me.)

Me: “Hi there, [Customer]. My name is [My Name], and I’ll be taking full ownership of this call from here on, so that means I’ll be the last person you’ll have to speak with to make sure we come to a resolution for your issue. Just to make sure I understand correctly, it seems you’re trying to trade your phone in with your carrier for a new one, but your device is activation locked. Is that right?”

Customer: “Yeah, that’s right.”

Me: “All right, and do you know the email address or password for the account the device is locked to?”

Customer: “No, I need you to unlock it.”

Me: “All right, that is something we can do; however, we will require that you submit the original proof of purchase for the device.”

Customer: “I don’t have that. I’m the one who bought the phone. Can’t you just take my driver’s license?”

Me: “Unfortunately not. In order to unlock the phone, we need to match your proof of purchase with what our system shows us in order to properly verify that the device is actually yours.”

Customer: “But I don’t have that. Why can’t I just go to [Cell Manufacturer Store] with my driver’s license and have them unlock it?”

Me: “They’ll end up telling you the same thing I am. Our system needs the original proof of purchase to—”

Customer: “So, you’re saying I can’t get my phone unlocked by showing my driver’s license at the store, but I can use it to get on a plane and fly anywhere I want in the US?!”

Me: “Uh, yes. That is basically the truth.”

Customer: “Well then, maybe [Cell Manufacturer] should have been flying the planes on 9/11.”

(I’m completely speechless for a good 10 to 15 seconds.)

Me: “I-I’m sorry, ma’am. But if you can’t remain professional on this call, then I will have to disconnect—”

Customer: “Fine. Bye.” *hangs up*

Doesn’t Know What The Truck He’s Talking About

, , , , , | Working | May 15, 2018

(I receive a call from a truck driver asking for directions. There are two exits from the interstate, both clearly marked as to which direction they go. The first exit goes west, and the one he should take goes east and exits two miles further down the road. I’ve given the same directions many times, and the occasional driver will take the first exit and head the wrong way, so I always reiterate that the correct turn will be the second. Later, the driver checks in but is highly upset. When asked what the problem is, he says he got an expensive ticket for driving off the truck route, and he expects reimbursement for his trouble. I’m not the one checking him in, but I can hear him and my coworker from where I am, around a corner and not immediately visible from the driver’s entrance.)

Coworker: “I’m sorry you received the ticket, but why do you think we should pay for it?”

Driver: “I called for directions and the broad I talked to told me wrong. I took the exit she said, and the highway went west. I knew I needed to go east so I went east. The road took me into downtown, and next thing you know I was pulled over and given the d*** ticket!”

Coworker: “Hey, [My Name], did you talk to the driver from [Company]?”

Me: *rounding the corner* “Yes, I did, and I reiterated with him, and asked for his understanding, that he was not to take the exit for [First Exit] but continue on the interstate to the exit for [Second Exit]. If he took the wrong exit, then willingly ignored the, ‘no trucks,’ signs and turned east, anyway, it’s his own doing.”

Coworker: “Does that sound right, [Truck Driver]?”

Driver: “Maybe. But she’s a girl; what does she know?”

Coworker: “She knows that you don’t take the [First Exit] to go east, and she knows that you don’t ignore the, ‘no trucks,’ signs when you are given perfectly good directions to keep you on the truck route! Now, back your rig into dock two, and [My Name] will get you unloaded.”

Driver: “What about the ticket?”

Me: “What about it? Consider it a costly lesson in following directions!”

Driver: *addressing coworker* “Are you going to let her get away with that?”

Coworker: “Are you going to get the trailer unloaded, or would you rather you be refused and have us call your company to tell them why?”

(The driver backed into the dock, and when he returned, he refused to even look at me the entire time I was unloading the trailer. After I signed off on his paperwork and he was leaving, he commented again about me being “a girl,” and that I shouldn’t be allowed to give directions or unload trucks. My coworker called his company to report his behavior and, although the trucking company continues to make frequent deliveries to the store, we’ve never seen that driver again.)

Unfiltered Story #110703

, | Unfiltered | May 15, 2018

(I’ve started working at this place for about a month. I had just been through the training about gift card fraud, our store policies, etc. This is a week or so before Thanksgiving, and close to closing, so it’s basically myself, and a manager. I’m up front manning the registers, and there’s no other customers around. )

Customer: *flags me down by the gift cards*

Me: Something you’re looking for?

Customer: Do you have any American Express Gift Cards for $200?

Me: *outright confused* Sorry, but no. The American Express Gift Cards only go up to $100, we have Mastercard and Visa that go up to $200, you could always get two.

(Our gift cards are on a multi-sided display, and opens on one side where we backstock the cards, the holders, and batteries)

Him: *opens the display’s door* Check in there. You should have some in there.

Me: *now suspicious, and a little irritated* Everything we have up here is already on the display.*closing the door*

(He had walked off, and I just for kicks and giggles, open it, glance, batteries and gift cards, no surprise there, and then shut it, didn’t even see him around. The second I shut it…)

Him: *from already past the registers* OH COME ON! YOU DIDN’T EVEN BOTHER TO LOOK IN THERE! *storms out*

Me: …

Parent Made Apparent

, , , , , , | Right | May 13, 2018

(I’m cleaning up some tables for the children’s clothing. Everything is going fine until a young boy shows up and starts throwing things on the ground.)

Me: “Excuse me. Can you stop doing that?”

Boy: *snottily* “Doing what? Throwing things?” *throws clothing at me*

(After I spend a few minutes asking the boy to stop, he runs off. I call in to my manager to let him know that he may have to keep an eye on the boy. Fifteen minutes later, the boy and his mother show up.)

Mother: *to boy* “Is this her?”

Boy: *nods and smirks*

Mother: *to me* “I am so sorry for my son’s behavior! I honestly lost track of him, and I’m so thankful you called in to the manager!”

Boy: *shocked* “What?! This lady was saying mean words to me!”

Mother: *angrily* “NO, she wasn’t! I come here a lot, and this lady has treated me with nothing but respect! There is no way she treated you like you say she is!”

Boy: *lets out a string of cuss words*

Mother: *to me* “Thank you so much, again! I’m sorry for him.”

(They proceed to walk out of the store, the mother scolding the child. My manager walks up to see me with tears in my eyes.)

Manager: “Are you okay?”

Me: “Yeah… It’s just so nice to actually have a parent taking responsibility for once!”

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