You Could Try Being Patient For A Change

, , , , , | Right | September 24, 2020

I work at a fast food restaurant. We have been open for five minutes, and we often don’t have £5 or £10 notes early in the mornings. A customer comes by and orders a small item for her grandson. She’s really rude through the whole transaction, belittling me and just being all-round unpleasant. Finally, she gives me a £20 note for a £3 item.

Me: “I’m really sorry. Do you have anything smaller?” 

Customer: *Rolls eyes* “How do you not have change when you just opened?”

Me: “I’m sorry. I do have change for it; it’s just going to have to be in pound coins if that’s okay with you.”

Customer: “No, that’s not okay! That’s ridiculous; you just opened! How do you not have change?!”

Me: “I’m really sorry. They don’t give us those notes when we open; it’s just something we accumulate through the day. I can see if I can exchange some change for it if you’d like?”

Customer: “No! That’s ridiculous! I just want my order! Give me my change in notes and my order!”

Me: “I’m really sorry, but I don’t have notes. It’ll have to be in change.”

Customer: “Fine! But this is a joke! I shouldn’t have to deal with this!”

She throws the note down, and I count her change and hand it to her. I grab her order and put it in a bag instead of on a tray, as it’s only a single item and we run out of trays quickly.

Customer: “Why have you given me a bag? I’m not taking out; I’m eating in!”

Me: “Sorry, I can get you a tray. We don’t usually give trays for smaller items, but I’ll grab you one.”

Customer: “No! I’ll take the bag. This is ridiculous!”

I just give her a slight smile and ignore her, as I don’t trust that I won’t say something nasty to her, and wait for her to walk away.

Customer: “Well? Aren’t you going to thank me?”

Me: “Well, what the F*** do I have to thank you for?!”

Needless to say, she walked off and I was so satisfied. She never reported me. My manager only found out a week later and agreed that the customer was an a**.

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Unfiltered Story #209638

, , , | Unfiltered | September 23, 2020

(I work at a themed attraction, selling photo products. They’re not cheap, but not overly expensive: especially if you buy one of the bundles. This conversation centres around one of our most popular bundles. Two big prints, a keyring, a magnet, two tiny (smaller than credit card sized) prints and digital copies. The customer is a tall man, with a much smaller wife and a child sat nearby. He is being served by a new girl, who hasn’t memorised all the variations of price, size and discount yet so occasionally will grab me for clarification. She grabs me, alarmed and I finish with my customer before moving onto hers.)
Customer- (shouting) no, you’ve got to give me six items, and I want a magnet with that!
(He’s kind of right, the package is ‘six items’ and you CAN swap certain ones for others of the same size and price, but I’m guessing he’s shouting for a reason).
Me- sir, in this package you get (I recite the items on the price board) or you can swap for (second combination). We can also offer you (third combination).
Colleague- (whispers) I said that…
Customer- no, you’re going to give me two keyrings (from combination two) AND a magnet.
Me- we can’t do that. You’re getting two big prints, two keyrings, two small prints and your digital downloads…
(I can see he’s not happy with that. Other customers are starting to get nervous and he’s scaring them off.)
Me- so we can offer you the extra item for (discounted price) instead of (origional price)…
Customer- no, i get six items, I want two big prints, two keyrings and a magnet. I don’t want the small prints.
Me- well, they’re in the package as a free extra. You’re paying for the big prints and the keyrings or magnets. If you don’t want them, maybe you have a relative who might like them?
Customer- but you’re already printing them, can’t you give me a magnet to put them in?
Me- yes. For (discounted price)
Customer- but you’re just going to throw them in the bin!
(By this point I have literally no idea what he thinks is going on. Even if customers leave photographs, we make every attempt to keep and return them. If HE wants to throw the unwanted small prints in the bin, that’s his business).
Me- There’s no need to shout at us, sir. Here is the price board. If you don’t want that package, you can buy the items at separate prices for (bigger price). So you see, you might as well get the package even if you don’t use the small prints.
Customer- but you should give me a magnet for inconveniencing me!
(My colleague is virtually silent. I’m half hoping she goes for the manager who is on a break because, although he can’t authorise any ridiculous discounts or free items, he is at least as tall as the big guy yelling and making angry gestures)
Me- these are our prices. This is what we can offer you. Like I said, we can give you the extra magnet for (discounted price) and you could maybe give the other small print to your son’s grandparents…
Customer- I am not paying these prices! I want six items! I should get six items.
Me- the extra magnet would be seven and you’re not paying for it in the package.
(At this point he storms off, his wife appologising to us and other customers in his wake. I congratulate my newbie colleague for dealing with it so well and we go on serving other customers who are starting to come back to our desk. Maybe ten minutes later, his wife creeps back in with the money in hand.)
Customer’s wife- we’ll take the package as advertised for that price. I’ll give the spare photos to our mothers.
(She spends the entire transaction appologising and saying lovely things about how well we dealt with the situation.She then scurries off again.)
Me- You know, she was so nice I nearly wanted to give her a free magnet for dealing with him?

Unfiltered Story #205774

, , , | Unfiltered | August 22, 2020

I work in a firm of solicitors which deals only in personal inujury. We get new clients through internet and phone enquiries. I’ve answered a call and I’m trying to take details of the accident.

Me: What I’ll do now is take some details of what’s happened and see if we can take your claim on.
Client: I had a car accident.
Me: I’m very sorry to hear that, can you go through what happened for me?
Client: I don’t want to give any details, I just want to know if I can make a claim.
Me: You may be able to, if I can take some details on exactly what happened, I can speak with one of the firm’s partners and see if we can assist you with a claim.
Client: I was in a car accident, that’s all I am willing to tell you until I know you can take me on.
Me: Unless I know what happened and what your injuries are, I won’t know if we can take your claim on. Were you driving the car, or a passenger?
Client: It doesn’t matter where I was sat, I was in an accident! I want to make a claim. Why can’t you tell me if I can or not?
Me: Without knowing exactly what happened, I don’t know if we can help you or not. If it puts your mind at ease, we keep all of your information confidential, and you’re not obligated to bring your claim through us even if we can take the claim on.
Client: Just go and ask your boss if I can get money for this accident.
Me: OK, can I take a couple of personal details from you? May I take your full name?
Client: No. You have my first name and my phone number. That’s all I am willing to tell you.
Me: OK, I will speak to a partner this afternoon and call you back to let you know if we can take your claim on.

Needless to say, the partner said we couldn’t take the claim on without at least basic details of the accident. When I called the client back to let them know, they shouted at me some more for not being able to take the claim on without more details, and demanded we take all their details off our system and to never call them again. I happily obliged.

Unfiltered Story #201330

, , , | Unfiltered | July 21, 2020

I am called to deal with a customer who has been shouting at an employee. She is demanding a refund on a phone which she claims ‘just broke’; the damage has obviously been caused by her dropping the phone from some height.

Customer: I can’t believe how rude your staff was to me! I just want my phone fixed and he accused me of being on drugs?
Me: He accused you of being on drugs?
Customer: Yes, he said I was “Getting high!”

English is not my employee’s first language; he thinks ‘Getting high’ is the opposite of ‘Calming down’. I explain this to the customer and tell her that it will only cost £10 to fix her phone. She accepted this, though still insists that her phone was damaged by evil gremlins.

Gotta Be Frank: Don’t Be A Frank

, , , , , , | Working | June 22, 2020

I’m a manager in a call centre. Every manager here started off at the bottom of the company and has worked their way up, earning their position through experience. I’ve been with the company for over thirteen years and have been a senior manager for a good ten years

I deal with training and compliance. Staff are spot-checked for legal compliance every day. Staff who are not performing well are, at the same time, also checked for what they’re doing wrong, so we can train them and point their efforts in the right direction.

A couple of summers ago, we had a chap working for us who I will call “Frank.” He was from the near-east and spoke with a unique accent due to a mixed heritage. He had done similar work elsewhere and evidently thought he knew better than the people training him.

We occasionally see that a significant minority of people from that part of the world have difficulty following instructions from certain groups, such as women and anyone younger than they are. I’m cis-male and a little older than Frank, but I’m baby-faced and most people often estimate my age at five to ten years younger than I really am. Beverly, the other trainer, was definitely older, but a woman.

Whenever I would train Frank, he would explain to me that I was wrong, what I had said wouldn’t work, and he would do it his own way with his experience. He would then get back on the phone and continue doing everything his way, continuing to underperform.

Beverly was semi-retired, so after a week of this nonsense, I asked her to try and get through on her next availability. Frank had the same response to her training.

We decided that we would try a different form of training; we would let him listen to call recordings of his own work and provide a critique of that work, so he could see how and why it wasn’t working for him. He continued to say we were wrong, and then he’d go and do it his own way.

Eventually, his poor performance lead to a management review of his contract. He was still in his probationary period, and he was not working out. Beverley, his line manager, the head of HR, and I all agreed that Frank must go.

The head of HR and I called Frank into a side office and broke the bad news that we were going to part company. Frank exploded at us!

“Why am I being let go?”

“Frank, your performance is terrible,” [HR Head] explained. “You’re just not getting what you need to do in this job.”

“But you haven’t trained me!” Frank protested. “You should at least listen to my calls and tell me what I’m doing wrong!”

[HR Head] stifled a laugh. “What do you think that [My Name] has been doing these last two weeks? That’s exactly what he’s done!”

Frank insisted, deadly serious, “No, that’s not right.”

[HR Head] and I broke down laughing at how ridiculous this was.

“What?” said Frank.

“Frank, if you can’t see the problem here, you’re way outside someone we can ever train to do this,” I told him.

Frank just spat, “F*** you guys! You’re just taking the piss!”

And he stormed out of the building and out of our lives forever. Crazy!

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