This Employee’s Days Are Numbered

| Working | February 1, 2013

(I’ve just paid my card off, but the payment isn’t showing up on my account information.)

Agent: “Can I have your payment confirmation number?”

(I start to give him the number, but the agent cuts me off.)

Agent: “That’s not it. Our numbers don’t start that way.”

Me: “I’m reading it directly from the payment screen.”

Agent: “Well, that’s not right, and you need to learn to read more carefully.”

(Eventually, the agent finds the payment using my telephone number.)

Agent: “Okay, I found the payment. You need to write down the confirmation number in case you have to call again. The number is [EXACT same number I gave him earlier]. Can I help you with anything else?”

Me: “No, but you can help yourself by learning to listen.”


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