Taking Into Account That Other People Have Accounts

, , , , | Right | April 4, 2020

(I’m a technical support agent for an Internet service provider. If you enter your account number in the automated system, it automatically pulls the account when your call is answered.)

Me: “Thank you for calling [Company]. My name is [My Name]; who do I have the pleasure of speaking with today?”

Customer: “This is [Customer].”

Me: “Could you please verify the account holder’s name?”

Customer: “It’s… Well, it could be under two names; can I give you the account number?”

Me: “Sure.”

Customer: “It’s [number].”

Me: “Oh, okay. That’s actually not what came up when you called; let me get the right account. Okay, can you verify the account holder’s name?”

Customer: “It’s either [Name #1] or [Name #2].”

Me: “Okay, how can I help you?”

Customer: “Well, maybe I have an old account? What was the other one?”

Me: “Uh… the wrong account.”

Customer: “What’s the difference?”

Me: *pause* “That’s someone else’s account?”

Customer: “Uh…”

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