Catalog Conundrum<\/strong><\/p>\nCust: So I have this thing included with the renewal, it has (blah blah blah starts naming book titles).\u00a0 Do I get these with my membership?<\/p>\n
Me: Those are book titles…<\/p>\n
Cust: Oh, okay. So I get everything in here?<\/p>\n
Me: Sorry…?<\/p>\n
Cust: They have all these listed…<\/p>\n
me: Ma’am, you’re looking at our book catalog.\u00a0 (We have several hundred titles.)<\/p>\n
Cust: Oh. Wow. So I get them all with my membership?<\/p>\n
Me: No, it’s a catalog. It’s listing all of our books.<\/p>\n
Cust: Which are included with the membership?<\/p>\n
Me: No, it’s a catalog.<\/p>\n
Cust: I don’t understand.<\/p>\n
Me: It’s a catalog.<\/p>\n
Cust: I CAN HEAR YOU!!! But you’re not making sense. What’s a catalog?<\/p>\n
Me: A…uh…it’s a listing of all of our books.<\/p>\n
Cust: Provided with the membership?<\/p>\n
Me: No, for sale. For an extra fee.<\/p>\n
Cust: So why’d you send it?<\/p>\n
Me: So you can look over our available titles that we have for sale.<\/p>\n
Cust: Jesus, you have to belong to Mensa to figure this stuff out! You people think you’re so big and smart!<\/p>\n
Instant Gratification<\/strong><\/p>\nCust: Yes, hello, I renewed my membership 10 minutes ago and I’m calling about my journals.<\/p>\n
Me: Okay, how can I help you?<\/p>\n
Cust: I have not yet received the journals for this year.<\/p>\n
Me: Well, you said that you just renewed, right?<\/p>\n
Cust: Yes.<\/p>\n
Me: It will take some time to process\u2026<\/p>\n
Cust: It\u2019s been 10 minutes!!<\/p>\n
Me: And…<\/p>\n
Cust: Where the hell is my journal?! The mail just arrived a minute ago and it\u2019s not there!<\/p>\n
Leading the Witness<\/strong><\/p>\nMe: The total amount is $484.<\/p>\n
Cust: I get $469.<\/p>\n
Me: Ah, yes, there is a 15 dollar late fee.<\/p>\n
Cust: Can you remove that? $469 is all I’m paying today.<\/p>\n
Me: Yes, I can. No problem. That gets you down to $469, then.<\/p>\n
Cust: $469?!?! Why is it so high?! I refuse to pay that!<\/p>\n
Fear of a Post-Katrina Convention (from August 06)<\/strong><\/p>\nCust: I heard there’s a lot of violence in New Orleans, what are you doing about that?<\/p>\n
Me: Well, there’s increased security at the hotel, we’ll have people to escort you\u2026 The convention area is safe.<\/p>\n
Cust: What about the city itself?<\/p>\n
Me: Well\u2026 I’d advise that you stick to the main tourist areas and be careful.<\/p>\n
Cust: I’m sorry, I’m confused. Are you saying the city is closed?<\/p>\n
Me: No, I’m saying that you should be careful if you want to explore the city.<\/p>\n
Cust: So you haven’t secured the city?<\/p>\n
Me: Well\u2026<\/p>\n
Cust: What if something happens to me?<\/p>\n
Me: Well, ma’am, things can happen to you anywhere.<\/p>\n
Cust: Don’t take that tone with me! What are you doing about the violence in New Orleans?<\/p>\n
Me: We’re one organization of many holding a convention. We’re not responsible for the city. Our convention area is secure.<\/p>\n
Cust: But the city is closed?<\/p>\n
Me: Ma’am, no. The city is not closed.<\/p>\n
Cust: I want to talk to your supervisor.<\/p>\n
Abandonment Issues<\/strong><\/p>\nCust: (renews membership, all that stuff)<\/p>\n
Me: Okay, thank you. We’ll go ahead and get this processed. Was there anything else?<\/p>\n
Cust: No.<\/p>\n
Me: Have a good day, then!<\/p>\n
Cust: Um\u2026<\/p>\n
Me: Yes?<\/p>\n
Cust: Um\u2026 Are you hanging up now?<\/p>\n
Me: Well, yes.<\/p>\n
Cust: So we’re done?<\/p>\n
Me: Is there something else I can help you with?<\/p>\n
Cust: I guess not. If you’re really hanging up.<\/p>\n
Me: Well\u2026 Okay.<\/p>\n
Cust: Um\u2026.<\/p>\n
Me: Yes?<\/p>\n
Cust: So you’re really hanging up?<\/p>\n
Me: Yes.<\/p>\n
Cust: Okay.<\/p>\n
Me: \u2026<\/p>\n
Cust: \u2026<\/p>\n
Me: Okay! Thank you!<\/p>\n
Cust: \u2026um\u2026<\/p>\n
(I hung up on her)<\/p>\n","protected":false},"excerpt":{"rendered":"
I\u2019ve been working customer service since 1991. At times, it\u2019s been face to face at a bookstore, or as a caterer, or as a host for special events and weddings at a rental facility. Mainly, it\u2019s been phone service. Though, …<\/p>\n
Customer Service Transcripts #1<\/span> Read More »<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[45,13],"tags":[265,263,400],"class_list":["post-1420","post","type-post","status-publish","format-standard","hentry","category-crazy-customers","category-wage-slave","tag-crazy-customers-2","tag-customer-service","tag-wage-slave"],"_links":{"self":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1420","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1420"}],"version-history":[{"count":4,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1420\/revisions"}],"predecessor-version":[{"id":1439,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1420\/revisions\/1439"}],"wp:attachment":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1420"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1420"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1420"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}