{"id":1424,"date":"2010-09-02T08:51:10","date_gmt":"2010-09-02T13:51:10","guid":{"rendered":"http:\/\/www.greatsociety.org\/?p=1424"},"modified":"2018-10-30T17:08:11","modified_gmt":"2018-10-30T21:08:11","slug":"customer-service-transcripts-2","status":"publish","type":"post","link":"https:\/\/greatsociety.org\/?p=1424","title":{"rendered":"Customer Service Transcripts #2"},"content":{"rendered":"

The first one is right here.<\/a>
\n
\nFooled You!<\/strong><\/p>\n

Cust: I’d like to check on my subscriptions.<\/p>\n

Me: Okay…(I check)\u2026 Ah, I don’t see any subscriptions listed.<\/p>\n

Cust: That’s because I didn’t get any. Thanks. (Hangs up)<\/p>\n

You don\u2019t know who you\u2019re messing with!<\/strong><\/p>\n

Cust: I haven’t received my billing statement and now you’re charging a late fee!<\/p>\n

Me: Well, sorry about that, sir. I’m sure we can —<\/p>\n

Cust: This is the second year in a row! The second late fee!<\/p>\n

Me: Well, is your address\u2026<\/p>\n

Cust: What kind of operation are you running there? You’re supposed to be professional!<\/p>\n

Me: Sir, I’d be glad to waive the late fee. It\u2019s no problem.<\/p>\n

Cust: DO YOU KNOW WHO I AM?!?!<\/p>\n

Me: I —<\/p>\n

Cust: I am (edited) and I am listed in Who’s Who in America! I don’t need people like you dropping the ball.<\/p>\n

(hangs up)<\/p>\n

Catch me if you can!<\/strong><\/p>\n

(Customer provides all her personal details, I get into her record, she informs me that she is no longer a student and has her degree and what should she do. I tell her she needs to change her membership status.)<\/p>\n

Cust: Why should I step up from student to full member status?<\/p>\n

Me: Are you still a student?<\/p>\n

Cust: No. I graduated two years ago. I have a PhD.<\/p>\n

Me: Are you currently in classes?<\/p>\n

Cust: No.<\/p>\n

Me: Thinking of going back soon?<\/p>\n

Cust: No.<\/p>\n

Me: Then you have to step up to the new level.<\/p>\n

Cust: And pay more money?<\/p>\n

Me: Yes.<\/p>\n

Cust: Ah-ha! But I graduated two years ago and you haven\u2019t caught me yet!<\/p>\n

Me: Well\u2026<\/p>\n

Cust: I could just stay a student member! Forever!<\/p>\n

Me: Okay\u2026 (Ah, sweet surrender.)<\/p>\n

Cust: I’m going to stay a student member. You’ll never catch me!<\/p>\n

Me: Well\u2026now we know what you\u2019re doing, though.<\/p>\n

Cust: No you don’t!<\/p>\n

Me: You’ve just given me all of your information.<\/p>\n

Cust: You won’t do anything. You\u2019re nobody.<\/p>\n

Me: I can actually report this.<\/p>\n

Cust: You won’t! Because you can\u2019t catch me.<\/p>\n

(customer hangs up)<\/p>\n

Not Taking Yes for an Answer<\/strong><\/p>\n

Cust: I want my 2008 payment refunded, except for the $50 hardship fee.<\/p>\n

Me: Sure! No problem. (I get all relevant info.)<\/p>\n

Cust: It’s just hard times right now.<\/p>\n

Me: No problem. I’ll take care of this. Will that be all?<\/p>\n

Cust: It’s hard times right now.<\/p>\n

Me: …okay.<\/p>\n

Cust: You know how it is.<\/p>\n

Me: Yep.<\/p>\n

Cust: And I’m out here in Michigan.<\/p>\n

Me: …<\/p>\n

Cust: …<\/p>\n

Me: Okay. So, I’ll go ahead and take care of this refund.<\/p>\n

Cust: Michigan’s really been hit hard.<\/p>\n

Me: Okay.<\/p>\n

Cust: People aren’t showing up for appointments and when I try to get money from your insurance group for those missed appointments, they say it’s fraud!!!!<\/p>\n

Me: Okay. I’ll get this taken care of.<\/p>\n

Cust: If people miss their appointments it’s fraud on THEIR part! NOT MINE!!!<\/p>\n

Me: Yes ma\u2019am. I\u2019ll go ahead and take care of this refund for you.<\/p>\n

Cust: Nevermind the refund. You can go to hell. (hangs up)<\/p>\n

Mexico\u2019s Problem<\/strong><\/p>\n

Customer: (wanting to become a member in our pre-online days) Can I apply online?<\/p>\n

Me: Unfortunately, for this membership category, we’ll need the application either mailed or faxed to us.<\/p>\n

Cust: I can’t mail it, I’m in Mexico.<\/p>\n

Me: Well… The mail will still get to us.<\/p>\n

Cust: You don’t understand. Mexico doesn’t have mail!<\/p>\n

Me: I’m sorry, sir, but I think it does.<\/p>\n

Cust: I’m the one living here, and I say it doesn’t!<\/p>\n

Me: Well, do you have access to a fax machine?<\/p>\n

Cust: Yes…<\/p>\n

Me: You can fax it to us then.<\/p>\n

Cust: But how do I send the check?<\/p>\n

Me: Well… If you want to pay by check, we’ll need it mailed to us.<\/p>\n

Cust: But I want to pay by credit card!<\/p>\n

Me: Well, then you can include that on the fax.<\/p>\n

Cust: But I can’t fax you the check!<\/p>\n

Me: I’m sorry, sir. Are you paying by check or credit card?<\/p>\n

Cust: Credit card.<\/p>\n

Me: Then you can put that information on the fax.<\/p>\n

Cust: And the check?<\/p>\n

Me: Sir, you’re paying by credit card, correct?<\/p>\n

Cust: Yes.<\/p>\n

Me: So you don’t need to send a check.<\/p>\n

Cust: Then how am I going to pay for the credit card?!<\/p>\n

Electronically Speaking\u2026<\/strong><\/p>\n

Cust: Could you send a copy of my dues statement out?<\/p>\n

Me: Sure! (I get all the relevant details) I can send it out by email. Is your email (edited).<\/p>\n

Cust: Yes, but I would prefer that you send it electronically.<\/p>\n

Me: Yes… I’m sending it to your email.<\/p>\n

Cust: So…you can’t send it electronically?<\/p>\n

Me: I can. I’m sending it to your email.<\/p>\n

Cust: That is not electronically, sir! You will send it to this address. (gives me another email.)<\/p>\n


\nIt\u2019s a Secret<\/strong><\/p>\n

Cust: Yes, I want to order the (free career) brochure.<\/p>\n

Me: Okay, that’s a free item, and I can send it out to you. What’s your name and address?<\/p>\n

Cust: John (mumbles)<\/p>\n

Me: What’s the spelling on that last name?<\/p>\n

Cust: Uh…..<\/p>\n

(long silence)<\/p>\n

Me: Um, hello?<\/p>\n

Cust: Yes.<\/p>\n

Me: What’s the spelling of your last name, sir?<\/p>\n

Cust: Oh…oh… Um… Well…<\/p>\n

(long silence)<\/p>\n

Cust: I’m looking for the (free career) brochure.<\/p>\n

Me: Um\u2026 Yes, and I can send it out to you, but I need your name and address.<\/p>\n

Cust: I need it right now!<\/p>\n

Me: Well, the brochure is also online, available for immediate download.<\/p>\n

Cust: No, I need it right now!<\/p>\n

Me: Yes, you can get it online. Right now.<\/p>\n

Cust: That won’t get here in time! Why can’t you send it out?<\/p>\n

Me: I’m trying to. What’s your name and address?<\/p>\n

Cust: Okay, fine. I’ll call back and ask for someone else. (hangs up)<\/p>\n","protected":false},"excerpt":{"rendered":"

The first one is right here.<\/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-1424","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\/1424","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=1424"}],"version-history":[{"count":6,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1424\/revisions"}],"predecessor-version":[{"id":1471,"href":"https:\/\/greatsociety.org\/index.php?rest_route=\/wp\/v2\/posts\/1424\/revisions\/1471"}],"wp:attachment":[{"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1424"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1424"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/greatsociety.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1424"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}