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Whistle While You Work It Out

, , , , , , , | Right | January 7, 2022

I work in a call center for a major bank. I help with anything from balance to lost/stolen cards to online banking. I get a call from an older gentleman who sounds like he went riding with King Richard in the Crusades.

Me: “How can I help you today?”

Customer: “I want to add someone to my bill pay.”

Me: “I can help you with that. Can you please log in to your account?”

Customer: “Where?”

Me: “Are you on our home page?” 

Customer: “What is a home page? 

Me: “Do you have your computer on?”

Customer: “I need to be in front of the computer? Hold on…”

I hold on.

Customer: “Do I need to turn it on?”

Me: “Yes, please. Let me know when it’s up and running.”

Customer: “I’m on the home screen. Where do I go now?”

Me: “You said you wanted to add someone to your bill pay, correct?”

Customer: “Yes, how do I do that?”

Me: “Log into your checking account on our website.”

Customer: “How do I do that?”

Me: “Double-checking: who are you going to be adding to your bill pay?”

Customer: “My mortgage company says they will accept electronic payments through bill pay. I want to do that.”

Me: “Okay, I can help you, but I need you to log into your checking account.”

Customer: “How do I do that?”

Me: “By chance is there anyone else at home that uses your computer that can help us?”

Customer: “My five-year-old grandson is here. Do you want to speak with him?”

Me: “I’m willing to give it a shot if you are.”

Customer: “Let me get him.”

It sounds like he is missing his front teeth, so he whistles a bit when he talks.

Kid: “Hello?”

Me: “Hi. I was hoping you would be able to help your grandfather with something on the computer. Do you know how to pull up a website?”

Kid: “I go on Grandpa’s computer all the time; Mom doesn’t let me go on the one at home.”

Me: “Well, I can keep that secret if you can help your grandfather with something.”

Kid: “Okay.”

I then spend the next thirty minutes walking a five-year-old and a very old man through how to set up bill pay. The kid was a wiz on the computer and was showing his grandfather where to go and what to push. He didn’t know how to read but knew all his letters, so I could spell things to him and he found them quickly.

It was the longest call I ever had, but still, ten years later, it makes me smile as the kid was so excited helping his grandfather with the little whistle when he spoke.

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Tell us about a customer that lied or scammed to get what they wanted.

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