Taking The Positives Of A Situation And Turning Them Into Negatives

, , , | Right | November 26, 2018

(I’m doing a return on an item the customer claims is defective or damaged. In this case, the item is one of our battery-operated candles. In the case of a damaged item return, we’re supposed to test it out to make sure the issue isn’t due to operator error. The customer is watching.)

Customer: “Your candles are terrible quality. None of the ones I buy ever work! Which is a shame because they’re so pretty, but I’ve tried changing the batteries multiple times. It never works! I left the batteries in to show you.”

Me: “I’m sorry to hear that.”

(I toggle the on/off switch, and sure enough, the candle doesn’t work, so I open up the battery case and find the problem.)

Customer: “I should complain about the terrible quality; your company should be ashamed of such poor products!”

(I demonstrate the problem, and the customer breaks off mid-rant and slinks out.)

Manager: “What was that about? What was wrong with the candle?”

Me: “She put the batteries in backwards.”

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