Wait Until You Hear This
(I work in a popular grocery store chain that is well known for “Going the Extra Mile.” I also happen to have a voice that can carry quite well. The following happens after my manager has to step out to go to a physio appointment. I’m helping a customer order a cake when the phone rings.)
Me: “Sorry, one moment.” *answers phone* “[Grocery Store] bakery. [My Name] speaking.”
Old Gentleman: *on the phone* “Is [Manager] there?”
Me: “She’s actually just stepped out and will be back later. Can I take a message?”
Old Gentleman: “What?”
Me: *slightly louder* “She’s not here right now.”
Old Gentleman: “What?”
Me: *slightly more loudly* “She’s not here right now.”
Old Gentleman: “What?”
Me: *now yelling into the receiver as loud as I can* “She’s not here right now!”
Old Gentleman: “What? Is [Manager] there?”
Me: *inwardly groaning and very tempted to bang my head on the wall* “No.”
Old Gentleman: “Will she be there later?”
Me: “Yes.”
Old Gentleman: “When?”
Me: “I’m not sure.”
Old Gentleman: “What?”
Me: “Later.”
Old Gentleman: “Is [Manager] going to be there later?”
Me: *banging head on wall* “No.”
Old Gentleman: “Will she be in tomorrow?”
Me: “Yes.”
Old Gentleman: “So, she’s not there right now?”
Me: “Yes.”
Old Gentleman: “She is there?”
Me: “No.”
Old Gentleman: “But she’s in tomorrow?”
Me: “Yes.”
Old Gentleman: “But she’s not there right now?”
Me: “No.”
Old Gentleman: “All right, I’ll call back tomorrow.” *click*
Me: *walks back over to customer I was originally helping, who is giving me a funny look* “If you’re hearing is that bad, you should be wearing hearing aids.”
Customer: “Ah.”
(The customer did call back the next day to speak to my manager, and it took three calls with him calling from three different phones and a fresh battery in his hearing aid to get him to understand that the product he was looking for was discontinued last year.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
