Tapping Here Does Not Compute

, , , | Right | October 8, 2018

(I used to work for a high-call volume third-party call center for a makeup store. Keep in mind that we cannot take orders over the phone, just online or in-store. It’s not uncommon for customers to call in with questions about our catalog that we send out monthly or the items in them.)

Me: “Thank you for calling [Company] Guest Services. How may I help you?”

Customer: “Hi, I would like to order a few things from your catalog.”

Me: “Perfect! Do you have any questions about a specific item?”

Customer: “I’m looking at page 52 and I want to order [Expensive Perfume], but when I tap it, nothing happens.”

(I’m thinking that she is on our website and has her physical catalog with her and is trying to add the perfume to her online cart.)

Me: “I apologize for the inconvenience. I can definitely help you with that. You have the perfume pulled up on the website?”

Customer: “What website?”

Me: “Our website, www.[Company].com. Just go there and on the search bar write the name of the perfume you are looking for. I’ll wait on the line while you do this and then proceed with the next steps.”

Customer: “You don’t understand, I chose it, but nothing happens. I have the catalog right here and nothing happens when I tap the perfume.”

(That’s when it dawns on me: The customer is literally tapping the picture of the perfume ON the physical catalog.)

Me: “Ma’am, are you touching the perfume on the catalog with your finger?”

Customer: “Yes.”

Me: “By any chance, are you using a computer?”

Customer: “I don’t have one. Your phone number is on the bottom of the page, so I called because this catalog is not working!”

Me: *trying very very hard to contain my laughter while my co-workers are looking at me* “Unfortunately, ma’am, you will need to use a computer to place your order or go into any of our stores. We do not have the technology to directly choose items from our paper catalog to place orders.”

(The customer remains quiet, thinking.)

Me: “Is there anything else I can do for you?”

Customer: “So I can’t order through your catalog?”

Me: “Not that way, but you may definitely call us back once you have access to a computer or you may go into our stores and buy your perfume.”

(The customer let out a heavy sigh, said her thanks, and hung up. My coworkers and I had to go on a short break just so we could stop crying from the laughter.)

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