The customer is(n’t) always (b)right

You know when you call a company and the automated voice explains that your call may be recorded for training and quality purposes?  Well, I’m the person who listens to those calls.

Here is an interaction between one of our sales team (let’s call her Sandy) and a female customer.

 

Woman   “I’m interested in getting some information about a holiday to Dubai”

Sandy     “Let me check that for you, what date are you looking to travel?”

Woman   “I can’t hear you very well, you’re very faint”

Sandy     “Ok, give me one second”

 

* loud and crackly sounds of a telephone headset being furiously fumbled with and adjusted*

 

Sandy     “Is that better?”

Woman   “Yes that’s a bit better”

Sandy     “Oh lovely, ok so what dates….”

 

*interrupted by the customer*

 

Woman   “No, I still can’t hear you that well”

 

*fumble, crackle, fumble*

 

Sandy     “How’s that?”

Woman   “You’re still quite faint”

 

*fumble, fumble, crackle, fumble*

 

Sandy     “OK, IS THAT ANY BETTER?” (She’s almost shouting now)

Woman   “Yes, that’s a bit better”

Sandy     “OK GREAT, SO WHAT DATES….”

 

*interrupted by the customer*

 

Woman   “Hang on, I’ll just turn my radio down”

 

Proof that srupidity still lives amongst us.

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