Someone Needs Sensitivity Training

, , , | Right | May 16, 2008

(I’m at home on Christmas Day with my family, eating dinner. Our number is similar to a floral shop in our town, so we’re constantly getting calls from customers.)

Me: “Hello?”

Caller: “WHERE ARE MY FLOWERS?! I ORDERED MY FLOWERS FOR NOON ON CHRISTMAS DAY AND I DON’T HAVE THEM YET! WHY CAN’T YOU PEOPLE EVER DELIVER MY FLOWERS RIGHT?! LAST YEAR, I…”

(I predict a whole novel’s worth of stories, so I figure I’ll cut in.)

Me: “Sir! This isn’t the floral shop; you have the wrong number. This is [my number] and you just interrupted our Christmas dinner.”

Caller: “WELL, F*** YOUR CHRISTMAS DINNER!” *click*

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Touché, Part Deux

, , , | Right | May 16, 2008

Me: “Thank you for calling. How can I help you?”

Customer: “I want to know why I received a late fee on my statement?”

Me: “Let me check for you… I do apologize, sir. Your payment was received 15 days after the due date, which caused the fee.”

Customer: “I see. Can you remove it?”

Me: “Unfortunately, no. You have had three removed this year already. This fee will not be removed.”

Customer: “What do you mean you won’t remove the f****** fee?! I always pay on time!”

Me: “…”

Customer: “What, are you stupid? Your god-d*** mother not educate you? Are you some kind of bank Nazi? Remove my fee!”

Me: “As I stated, this fee is valid and will not be removed.”

(This went on for about four to five minutes, his requests heavily sprinkled with profanity and insults.)

Customer: “Fine, you know what? You can take this g0d-d*** mo****-f****** Visa card and shove it up your god-d*** mo****-fu***** a**!”

Me: “Sorry, sir. My a** only accepts American Express.” *click*

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Even Owners Have A Stupid Quota, Part 2

, , , , | Right | May 12, 2008

(A customer spends about 15 minutes asking every employee where to find the 9 inch taper candles that she bought the last time she visited the store. All the while, she is holding onto a 10-inch taper candle. Our store has never carried a 9-inch taper candle–they only come in 6, 8, 10, 12, and 15 inches. The store owner is observing the customer during this whole time.)

Customer: “I want to talk to the manager!”

Manager: *who is also the wife of the owner* “How may I help you?”

Customer: “I know I bought 9-inch taper candles here before. Show me where they are located.”

Manager: “I am sorry, but we have never sold a 9-inch taper candle. They do not come in that size.”

Customer: “I know you had them! Where are they?”

(The owner reaches out and grabs the 10-inch taper from the customer’s hand. He bites off one inch of the taper and hands it back to the customer.)

Owner: “THERE IS YOUR 9-INCH TAPER CANDLE!”

Customer: *to the wife of the owner* “I want to talk to the OWNER!”

Manager: “You just did.”

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Kill Them With Kindness

, | Right | December 27, 2007

Me: “Thank you for calling [Tech Support]. How can I help?”

Customer: *very irate* “Yeah! I didn’t pay my Internet bill and now it’s saying my account is suspended and I want to know why!”

Me: “Okay, you didn’t pay your bill, we suspended your account, and you would like to know why?”

Customer: “Yes! Why? Why did you suspend it?”

Me: “All right, let me take a look here… My system shows it suspended the account because you didn’t pay the last bill we sent.”

Customer: “I know I didn’t pay the bill! Have a little f****** sympathy here! Are you customer service?”

Me: “I’m tech support.”

Customer: “Where is customer service at?!”

Me: “Our billing department handles all our customer service issues. I’ll transfer you down to them.”

Customer: “You’re acting like a real a**hole; you know that? You need to have more empathy for people!”

Me: *in the most uppity happy-go-lucky voice ever conceived; I almost gagged from bringing so much joy up* “You have yourself a fabulously sunshine-filled day, sir!”

Customer: “WHAT’S YOUR F****** NA–” *click*

(Gotta love that transfer button…)

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We Need One Of These In Every Store

, , , | Right | December 20, 2007

Employee: *making out a rain check* “Okay, I’m just going to look on the computer and check if any other locations have this item.”

Nice Customer: “Okay, thanks.”

Angry Customer: “Stop f***ing socializing and do your g**d*** job!”

Employee: “Sir, please don’t be abusive. I’m just checking our other loc–”

Angry Customer: “I don’t care! DO YOUR JOB!”

(At this point, the angry customer moved toward the counter in a very threatening way. The customer behind HIM, a super-fit guy in a UFC jacket, stepped in. Mr. UFC grabbed the angry customer in a CHOKE HOLD and dragged him outside, followed quickly by management. The angry customer was banned from the store and Mr. UFC got a gift card.)

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