Their Mind Is Long Overdue
Me: “Library. How can I help you?”
Caller: “Hello?”
Me: “Hello, this is the library. How can I help you?”
Caller: “Is this [bank]?”
Me: “No, this is [library].”
Caller: “What?”
Me: “This is [library]. I believe you have the wrong number.”
Caller: “What?”
Me: “You have the wrong number.”
Caller: “What number is this?”
Me: “It’s [number].”
Caller: “What?”
Me: “It’s [number].”
Caller: “I know. That’s the number I dialed.”
Me: “Well, I’m sorry, but you either have the wrong number or dialed the wrong number. This is [library] not [bank].”
Caller: “What?”
Me: “This is [library] not [bank]. You have the wrong number.”
Caller: “So then, what’s the right number?”
Me: “I’m sorry, but I have no idea what [bank]’s number is.”
Caller: “Why not?”
Me: “Well, I don’t work at nor do business with that particular bank. I have no reason to need the number.”
Caller: “What?”
Me: “You have the wrong number and I don’t know what the right number is.”
(I hang up, but the phone immediately rings again. I’m pretty sure it’s the same person, so I let it go to voicemail. A few minutes later I check my messages, and, sure enough, there’s a message from the person I had just spoken with.)
Caller: “This is [name] and I’m having issues with my checking account. I called earlier, but the person who answered didn’t know what they were talking about!”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
