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What If We Took Your Advice… With You As The First Subject?

, , , | Right | CREDIT: kenbag | June 21, 2022

I’m manning the drive-thru at a pharmacy. A woman pulls up to pick up her husband’s prescriptions.

Me: “I have one ready.”

Woman: “No, no, no! There should be another one ready. I called earlier and they said they would have it ready when I got here! This happens every time!”

On and on she goes. I am taken aback by how she is talking to me, making it seem like it is my fault.

Me: “What other medication does your husband need?”

Woman: “It’s his [Sedative]!”

Me: “I apologize; I can get it ready in about thirty minutes.”

She is still upset and just goes off on me.

Woman: “You need to get your act together! This happens all the time! I only have an hour lunch break, and I’m going out of town after work today!”

Me: “We are understaffed and very busy. I apologize again for the inconvenience, but it will still be thirty minutes.”

Woman: “Yeah, well, every place is understaffed. That’s no excuse. You guys need to get your act together. If you have too many people trying to get their prescriptions filled, then you need to turn some people away.”

Then, she drove off.

I wrote this the next day, and the woman still had not picked up her husband’s prescriptions. Typical.

It’s Always More Complicated Than It Sounds

, , , | Right Working | June 21, 2022

Another person and I were running a blog site similar to Not Always Right. It was a labor of love for us to share stories from employees in various jobs.

However, one member got a magnificently “brilliant” idea in their head and wrote to me, suggesting a new section of the website.

Member: “It should be called ‘Ask HR,’ and you give advice to people who send in job-related questions. Basically, if someone is having trouble at work, you research what the employee can do about it.”

Me: “I’m afraid that’s not possible for us to do right now. Even ignoring the possible legal troubles we could get into, that would be an insane amount of work. Keep in mind that we would need to be knowledgeable about laws in all fifty states, to say nothing about other countries. There’re only two of us doing this, you know.”

Member: “Not so much work. Just answer a single question once a week or something. That gives you all the rest of the week to do the rest of the site.”

Me: “Again, no, there are too many complications and obstructions to add something like that to the website.”

Member: “That’s why you only do it once a week. That gives you the other six days to research and handle the complications. Or you can just get someone else on board to handle it full time.”

I decided to switch gears.

Me: “You know what? That sounds like a great idea! Since it’s your idea, I’m sure you’ve done your research on the matter. Thank you for volunteering to handle this project! I look forward to receiving emails from you on a weekly basis with example questions and example answers to get the project off the ground. It is, of course, entirely voluntary and you won’t be paid for any of your work.”

The member abruptly had a change of heart, messaged a half-hearted excuse about not being able to commit to the task, and stopped pestering me about incorporating their idea into the site.

Apparently, it wasn’t such a good idea once it became clear that THEY had to actually do all the work. I just had to shake my head.

A Storm Of Entitlement, Part 2

, , , , , | Right | June 21, 2022

We have just had a big storm and the store is flooded about a foot deep. We are figuring out protocols with managers when a customer drives into the flooded parking lot, steps out of her car in thick boots, trundles up to the front door of the flooded store, realizes the doors aren’t opening, and then spots us.

Customer: “Why aren’t you open?”

We look around, as if the flood might register in her brain, but alas…

Manager: “We’re closed because of the flood. There’s water a foot deep throughout the store.”

Customer: “Well, that’s fine. All my items are top-shelf!”

Related:
A Storm Of Entitlement

That Escalated Quickly, Part 3

, , , , | Right | June 21, 2022

When I was still new at a call center, I was still very nervous about speaking to angry customers. During my first couple of months there, I got what is still probably one of the craziest customers I’ve ever spoken to.

If customers ask for a supervisor, then we have to advise them that we do not have a supervisor available and that the escalations team has the same authority as a supervisor (they actually have more as far as what they can do for a customer) and get them to accept speaking with them.

Also, any time we have to contact other departments, it counts against us in one of our performance-based incentives. It’s called contact rate, and it counts what percentage of our calls we have to contact another department for. Even if they don’t take over the call, it still counts on our contact rate.

I give my introduction, and immediately the customer goes into a long rant about what’s going on. Basically, she was sent a defective item. She returned it and was sent another item which also turned out to be defective. She definitely has a valid complaint. I would be super frustrated in her shoes, too. I start to offer to send another item (required as our first solution) and she interrupts me.

Caller: “No! I don’t want that. Here’s what I want. I want to send you this crap back and just get a refund. I don’t want to deal with this or your company anymore!”

She sounds pretty mad, so at this point, I consider contacting my escalations team, but we aren’t supposed to unless they specifically ask to speak to someone else. My contact rate is high already, I totally understand why she is upset, and she is asking for something I am capable of doing, so I decide to just push through my nerves and be helpful.

Me: “Absolutely. I completely understand your frustration, and I am so sorry this happened. Just return the item with the prepaid shipping label that was included, and I’ll go ahead and get started on a refund request.”

Caller: *Now shouting* “What?! I want to talk to your supervisor! So you’re not gonna come up with a solution? You’re just gonna do what I tell you to do?! Unbelievable! Get me a supervisor now!”

It really took my brain a few seconds to comprehend what she had said. I could not believe she was mad because I agreed to do what she requested.

It took several minutes to get her to accept the escalations team in place of a supervisor, but eventually, she said that was okay. I was just so shocked that I got yelled at for that.

Related:
That Escalated Quickly, Part 2
That Escalated Quickly

No Movie For You!

, , , | Right | June 21, 2022

I work at a cinema, and we have a semi-regular customer who always tends to cause problems for us, whether she assumes an employee was in her way or she doesn’t like her food.

She comes in on a particularly busy evening and is not willing to wait. She is in line behind another group and is talking to them. After I help some of them, I have to close my line to make some food orders as there is no one else available.

Me: *To the other customer* “I’m sorry, but I have to close my line. If I am done making these food orders before another line opens up, I will help you.”

They completely understand and proceed to enter the line next to them.

After preparing the food, I come to give it to the customers. The woman cuts in line (which is a couple of lines away from my original line) and angrily asks me when she will be helped. I let her know she can wait in line and will be helped shortly. It is very clear to her and everyone around how busy we are.

Afterward, I go back to my line and help the customers who were in front of her. When I am done, she comes up, looking frustrated.

Customer: “I had to wait in line for a long time and then the person just left.”

Me: “I am sorry, but we are busy. I did say that I was closing my line for the moment. I thought you had heard me as you were speaking with the group in front of you.”

Customer: “Well, I did not hear you.”

Me: “Again, I am sorry. What are you here to see?”

Customer: “I want a ticket for [Film].”

Me: “I am sorry, but we are not showing that film. It is playing over at [Other Theater]. They are only a ten-minute walk from here.”

Customer: “I want to see it here. Why can’t I see my movie here?”

Me: “We are not playing that film and cannot show it here.”

She huffed on out after this. I’ve had a few encounters with her where she got frustrated at me. When she comes back to speak to me, she does not even remember it was me she spoke to in the first place.

If you work in a cinema, you know that if you do not receive the booking or the content for a film then you cannot play it.