Actual conversation I had with a customer today:
Stupid Customer (SC): I don't know what the problem is with your automated system that it didn't recognize my phone number!
Me: The phone number that you're calling from doesn't match the primary number on this account. I can update that for you, though.
SC: Well, this is just a temporary number and then it's going to go back to 555-555-1212. I just don't understand why it didn't recognize my phone number!
Me: Ma'am, the system cannot recognize a phone number that we don't have on file. Would you like me to update your information?
SC: No, because this number is just temporary! I'm only using this phone for a few weeks and then I'm going back to 555-555-1212.
Me: ...We don't have that phone number on file, either.
(I read off both of the phone numbers on her account. Neither one has been updated in about 10 years.)
SC: I don't have that phone number any more! I don't understand what the problem is with your system!
Me: We only know that your number has changed if you tell us. I'd be happy to correct that information, though. Just a moment...
(I update her phone number and verify it again, just to be sure.)
SC: I just don't understand what's wrong with your automated system that it didn't recognize my phone number when I called!
Me: (::facepalm::)...Is there anything else I can help you with today?
And yet, imagine how much this SC would freak out if your system actually did know their new number.
ReplyDeleteI have had a few customers whom I am entirely convinced wear tinfoil hats.
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