The Movie Tale Is In The (Lack Of) Telling

| Right | August 21, 2014

(I am a temp for a large mobile services provider, in a call center dedicated to the provider’s loyalty program. Every summer they would give out free books, movie tickets, etc. on particular dates for all paying customers. The caller in this call was around 40 years old.)

Me: “Hello, you’ve reached [Provider]’s loyalty program. My name is [My Name]. How may I help you today?”

Caller: “I want the free movie.”

Me: “I’m sorry, Madam, but the free movie offer ended last week. We have a free book offer this week—”

Caller: “No, I don’t want any books. I just want the free movie you promised.”

Me: “Again, Madam, I’m sorry, but that offer is now over.”

Caller: “But I didn’t know about it on time!”

Me: “Well, Madam, that’s unfortunate, but you’re welcome to take advantage of the offers we still have—”

Caller: “No. You will give me a free movie! Make an exception! Talk to your manager!”

Me: “Madam, we cannot make an exception. The company signed a contract with [Cinema Chain] for a specific period. Now that the period is done, there’s nothing we can do about it.”

Caller: “But you should have told me! No one told me so it’s your fault and I want the free movie!”

Me: “Madam, we had ads on billboards in several major streets in your city—”

Caller: “I don’t go out much.”

Me: “We also had ads in every major newspaper—”

Caller: “I don’t read any newspapers.”

Me: “And several major radio stations—”

Caller: “I don’t listen to the radio.”

Me: “And there was a colourful ad in your monthly bill—”

Caller: “I always disregard those.”

Me: “And a whole ton of ads on our website and major news websites—”

Caller: “I don’t use the Internet.”

Me: “And every single client of [Provider] got a text message about it.”

Caller: “Oh, those I never read.”

Me: “Then how, Madam, did you expect us to inform you of this offer, if you disregard every single publicity method we use?”

Caller: *reproachfully* “Well, I’d expect you to call me!”

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