The Cold Future Of Movie Rental Stores

, , , | Right | November 24, 2018

(I am in the customer service desk when the phone rings.)

Customer: “Hi. My name is [Caller] and I have a problem.”

Me: “Hi, [Caller]. What is your problem?”

Customer: “I was just in shopping, and after I checked out, I got some DVDs at the movie rental kiosk. I distinctly remember grabbing them, but I can’t find them. Has anyone turned them in?”

Me: “Let me put you on hold for just a moment and I’ll check.”

(I put the call on hold and check the lost and found at the desk. Finding nothing, I ask my supervisor if she has had anyone turn them in; no dice.)

Me: “Thank you for holding. I’m sorry, but we haven’t had anyone turn them in. I could go check the actual machine, if you don’t mind holding one more time.”

Customer: *in a very pleasant tone* “Could you, please? I’m starting to panic.”

(I put him on hold again and for check the kiosk. Again, I can’t find his DVDs. I head back to the desk and pick up.)

Me: “I’m so sorry, but they weren’t there.”

Customer: “Look, I know this isn’t part of your job, but can you tell me the helpline number, so I can call them and see if they can stop the charge?”

(We’re pretty busy, but our store really emphasizes going the extra mile for customers, so I agree and put him on hold again to go write down the phone number. I come back and pick up the phone once more.)

Me: “Are you ready for me to read you the number?”

Customer: “I am so ashamed.”

Me: *pause* “I’m sorry, sir?”

Customer: “When you just had me on hold, I figured instead of being useless I would check through my stuff one more time.”

Me: “Oh?”

Customer: “They were in the fridge, and I’m an idiot.”

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