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This Customer Is A Real Trip

, , , , , | Right | May 15, 2021

I’m a front-end supervisor. It is nearing closing time and I am in the office counting the tills and starting other closing duties. I have one person working as a cashier. She calls me to open another till as the line is starting to get a bit long. I head out and call the next person in line.

A lady a few people back from being the next in line decides she needs to be first in my line. She picks up her basket and comes rushing over. In her rush, she trips over the basket of the shopper behind her. I don’t see this as I am quite short and there is a rack blocking my line of view.

After getting up, she comes to my lane and tells me what had happened. After making sure she is okay, I go to the office to grab an incident report sheet. It asks very basic questions, i.e. the weather, lighting conditions, etc., and a basic report of what happened. They have camera footage that they can look at, as well.

I basically put down that the customer tripped over another customer’s basket when proceeding to my till, floors are dry, weather is clear, etc. She’s not happy with this.

Customer: “You don’t care that I fell! How can you be so neutral about this?! I demand that you write a more detailed report. It’s your fault I fell. This wouldn’t have happened if you hadn’t been in your office instead of helping customers!”

I grab a piece of paper and write out something more detailed and give her a copy.

When I come into work for my next shift:

Manager: “What happened? This customer left me ten voicemails complaining about you.”

I explain what happened.

Fast forward a week; my manager approaches me again.

Manager: “The customer from the other day is demanding an apology from you. I have this generic one written out. Will you sign it?”

Me: “Sure, as long as she stops coming in and harassing all my coworkers, asking about my name, how to contact me, when I’m working next, and so on.”

My manager, who had no idea that this has been happening, crumples up the apology letter, stomps on it, and picks it up and mails it to the customer.

A few months later, a friend and I are shopping at the only other grocery store in our town. I am standing in line, and a cashier opens the lane next to the one I’m in and calls the next person over. Who should go running? The same lady that tripped in the store where I work.

Me: *Shouting over the counter* “You shouldn’t run in grocery stores; you could trip and get hurt!”

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Using Cold Reasoning

, , , , | Right | May 13, 2021

I get a call one evening around eight, while all of my drivers are out on delivery.

Me: “Hello, this is [Pizza Place]. How can I help you?”

Customer: “My pizza is cold!”

Me: “Oh, I’m so sorry to hear that. We will get that fixed right away. What was the name on the order?”

Customer: “[Customer]! I didn’t have time to open the box right away, but it is stone-cold now. It shouldn’t be cold!”

I look up the name, but it doesn’t match any of the orders we have out.

Me: “You are right; our pizza should be delivered in a warmer to keep it hot. I’m not seeing your name. This is the [Street] location of [Pizza Place]. Is that where you ordered from?”

Customer: “Yes, of course, it is! Do you think I don’t know where I ordered?”

Me: “Not at all, I’m just trying to find the order. What time was the delivery for?”

I figure that might get me more results than implying that she doesn’t know what name she ordered it under.

Customer: “Ten.”

Me: *Confused* “Oh, did the driver deliver the order early?”

I start paging to see if we have orders queued up for later delivery.

Customer: “What? No, I got it at ten, but I didn’t have time to eat it last night, and now it’s cold.”

Me: *Realizing exactly what she is saying* “Ma’am… are you calling to complain that a pizza you left out overnight wasn’t hot when you opened the box?”

There were several seconds of silence before she hung up, apparently realizing just how foolish that sounded when it was voiced aloud.

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Just Like The Waterfall, It’s All Downhill From Here

, , , , | Right | May 6, 2021

Our gift store has wall-to-wall windows. You also have to walk past Niagara Falls (the actual waterfall) to get into the store. I am stocking the shelves when a lady approaches me. Judging by her accent she is likely from the States.

Tourist: “Excuse me, where is the waterfall?”

I am standing with my back to the windows, from which you can clearly see the falls.

Me: *Surprised but polite* “Just outside, ma’am.”

Tourist: “No, the Canadian one.”

I’m taken aback and not sure what she means. I assume she wants to know which is which, so I clarify.

Me: “The Canadian one is called the Horseshoe falls and is shaped in a curve, just next to the American-owned half.”

Tourist: “But where is it? Can I only look at the Canadian one?”

Me: “Just go straight out the doors, ma’am.”

Tourist: “Can you show me?”

Me: “Ma’am, unfortunately, I cannot leave the store. But the doors are just behind me.”

Tourist: “Well, you’re useless!”

She stormed out and left me absolutely confused.

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Entitlement: The Video Game

, , , , , , | Right | May 3, 2021

A caller’s gaming account is temporarily suspended because money is owed on the account. He purchased a game with a credit card but the charge was disputed. This is a common occurrence with an easy fix: pay back the money.

He’s not overly enthusiastic about having to pay the money back.

Caller: “Will [Company] refund me all the money I spent on this account?”

I pause, unsure I heard them correctly.

Me: “I’m sorry?”

Caller: “Will [Company] give me back all the money I spent on this account since I can’t use it anymore?”

Me: “No.”

I got a coaching on that one because we weren’t supposed to flat out say no to anything. But it took me completely off guard that a grown man would assume that he could get hundreds of dollars back because he could (temporarily) not use the account because of his own mistake.

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A Ballooning Sense Of Entitlement, Part 3

, , , | Right | April 27, 2021

Customer: “I want to get these balloons blown up for my son.”

He hands me two very large balloons that were purchased at a different store. 

Me: “I’m sorry, but we only blow up balloons that are purchased in our store. Luckily, we do have some that are similar to these.”

Customer: “That’s ridiculous. I don’t see why you can’t do this for me.”

He argues with me for a few more minutes before he goes to the register with his other items. 

Customer: *To the cashier* “You guys really should learn better customer service. That heartless girl won’t blow up these balloons for me.”

Cashier: “I’m sorry, sir. It’s store policy not to blow up any outside balloons.”

The customer remains angry and combative but leaves without another word. Once he’s gone, I explain the situation to a coworker. Little do I know, the customer forgot something and has come back in. 

Customer: “I can hear you, stupid b****.”

Me: “Sir, I was just explaining to my cashier what happened earlier. There’s no need to be angry.”

I proceed to scan his items and give him his total. 

Customer: “I’m going to report you. What’s your name?”

I give the customer my name and spell it for him, reminding him that the number he needs to call, as well as my name and employee number, are on the bottom of the receipt. 

Customer: “I don’t need to know how to spell your name!”

At that, he left. I never heard anything about a complaint, but soon after, a different customer came up to me and apologized for his behaviour, thanking me for behaving so calmly.

A Ballooning Sense Of Entitlement, Part 2
A Ballooning Sense Of Entitlement

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