Got Their Head Set Straight

, | Allentown, PA, USA | Right | July 31, 2017

(I work the graveyard shift in a large, customer service call center for a national bank. For last break, several of us try to take break at the same time. I am on a particularly frustrating call while my coworkers tap their feet waiting for me. I explain for the umpteenth time what the customer has to do to solve their problem and hurry up to end the long frustrating phone call. We go to break but another worker has a doozy of a story so I do not get to tell mine until we are walking back in. I am complaining about the woman while I picked up my headset.)

Customer On The Headset: “Do you always talk about your customers that way?”

Me: “Oh, dear Lord. Hello? I am so, so, so, sorry! You heard that? See, it has been a bad night and we were on break. I was not on the clock—” *babbling a mile a minute panicked*

Customer: *starts laughing* “It’s fine! I worked in retail so I understand. You didn’t say any personal info so no harm done. You guys must have really good headsets. I heard you all the way back in. Don’t worry, I won’t say anything, I understand the need to vent. But turn your equipment off next time!”

Me: “I cannot thank you enough! Now if you would be so patient as to let me log into my computer, I will be more than happy to help with whatever you need. You need a kidney tonight? You got one!”

(We both laughed. Lady just needed to see if a deposit posted at midnight. Thank you for making my night! I could have been fired!)

Not Banking On Your Trust

| Sheffield, England, UK | Right | July 24, 2017

(A customer calls up chasing a refund for £338.)

Me: “I’ve found your refund. It went out on two days, the 20th and 21st, and should be in your bank in three to five working days.”

Customer: “I was told it would be three days, so I should already have it.”

Me: “I’m sorry, but by policy banks have it to allow three to five working days for any transactions of this kind to clear. I can’t speed up their process.”

Customer: “Well, I’m going to speak to my solicitor. She’s a London solicitor and won’t take this crap.”

Me: “I’m sure if you explained to her what I’ve told you that she’ll advise that you wait until Tuesday, which is the final day that second part of the refund should be with you.”

Customer: *goes on a rant about having bowel cancer and being in hospital for three weeks on the Tuesday*

Me: “You could have somebody you know and trust check for you with the bank on that day.”

Customer: “Nobody is allowed to do that for me.”

Me: “Well, I’m very sorry to hear that, but I can’t speed things up as it is banking policy.”

Customer: “You have no sympathy for a woman with cancer, do you?”

Me: “I assure you, I do. I have had family who had cancer.”

Customer: “You know what? I hope you get bowel cancer so you have to go through what I am.”

Me: *thinking I should hang up but can help* “I’m sure your refund will be with you by Tuesday.” *sees a manager at this stage* “You wanted to speak to a manager before and I’ve just seen one of our customer service managers sit down at his desk. If you allow me to put you on hold, I’ll explain the situation to him and he can give you any further information.”

Customer: “I don’t believe you. You said you couldn’t find a manager before.”

Me: “I know, but I’ve just—”

Customer: “No. I don’t believe you. You’re going to put me on hold and end the call.”

Me: “I assure you, I won’t.”

Customer: “I don’t believe you!” *hangs up*

Calling Is Not Their Calling

| Crestwood, KY, USA | Working | July 11, 2017

(My phone suddenly stops being able to receive calls or call out. I’ve just received an identical replacement phone in the mail that’s actually worse than my original phone, and I’ve had to pay for the replacement phone. I get online to try to resolve the issue.)

Me: “My phone is unable to make or receive calls. My replacement phone isn’t even connecting with the Internet properly. This is a huge problem because I’m pregnant and unable to communicate with my doctor.”

Customer Service: “Oh, no! Can we call you?”

Me: “…what did I just say?!

That Was The Wrong Answer

, | Orlando, FL, USA | Working | May 30, 2017

(I am at my mother’s house trying to help her log into her online bank account. She has forgotten her password and can’t remember the answers to her security questions. It is late at night and we can’t call the bank, so I opt to open a “customer service representative” chat window instead to see if they can reset her password.)

Representative: “Hello, how may I help you?”

Me: “I forgot my password and can’t remember the answer to my security question. Can you please reset my password?”

Representative: “Sure, I can help you with that! Please open our website and click on Forgot Password. Enter the answer to your security question and you will receive a new password.”

Me: “Okay, I did that. It told me the answer I put in was wrong.”

Representative: “Please do not input the wrong answer.”

Me: “I didn’t do it on purpose!”

(I was so shocked and frustrated that I closed the chat and decided to wait until business hours the next day and just call the bank. I have no idea if I was dealing with a chat bot or an inept representative, but I can only hope it was the former.)

Account Witholder

| Sydney, NSW, Australia | Right | May 18, 2017

(I work in customer service for a telecommunications company. Part of my job is to sell people new phones and phone contracts. In doing so we have to gather a lot of the customers’ personal information, such as address, date of birth, etc. One afternoon before close, a very tall middle-aged man enters the shop. I am the only female in store; there are two other male coworkers on with me. The customer gestures to me for assistance and I go over to him.)

Customer: “You guys keep a lot of people’s information on file, don’t you?”

Me: “Is there something I can help you with?”

Customer: “Yeah, can you check my details are up to date?”

Me: “Sure, I’ll just need a few details from you first, starting with your phone number.”

(I then go behind the desk and put the phone number he gives me into the system. He cannot see my screen. The account of the number he gave me belongs to a woman. Following procedure, I then ask him to verify his identity before I can access the account. He starts getting agitated.)

Customer: “Look, I just need to check you have the correct address!”

Me: “I’m happy to help you do that but first I’ll need you to verify you are the account holder.”

Customer: “So you’re refusing to help me? I’ve come all the way down here and I’m being refused service!”

(I repeat exactly the same thing. By now my coworkers are sensing a difficult customer and are hovering near me.)

Customer: *yelling* “B****! You’re all b****es! She f***ing stole everything I have and I just need to find out where she’s gone!”

(Then my coworkers stepped in, one calling security while the other told the customer to leave. They were prepared because that kind of thing was pretty regular.)

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