Your Balance Is Less After This Wasted Call
(I work for a major cellphone company. When customers call during busy times, they are on hold for approximately five to ten minutes before coming through to us. During this time, our corporate adverts and promos and options on our website are relayed between music. This customer comes through to me.)
Me: “Hello. Welcome to [Company]. How can I help today?”
Customer: “I’d like to check my balance, please.”
Me: “Sure thing. Can I take your phone number, please?”
Customer: “Yes, it’s [number].”
Me: “Thanks. Okay, your balance is $4.21.”
Customer: *sounding confused* “Oh… right. And how much is in my savings?”
Me: “Sorry?”
Customer: “How much is in my savings account?”
Me: “You do realise you’ve called [Cell Phone Provider].”
Customer: “Oh… this isn’t [Major National Bank that in no way sounds like our company or has a similar phone number]?”
Me: “No.”
Customer: “Right. Sorry.” *hangs up*
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
