Saturday, September 28, 2013

Please Pay Attention

Why can't people pay attention to the words that are coming out of my mouth?

Every day, I have customers who answer the question, "May I have the last four digits of the card you're calling about?" with the last 4 digits of their SSN. Sometimes I have to ask, "What is your credit card number?" and they give me just the last 4 digits of the card; then they get upset when I have to repeat myself and specify that I need the full account number.

I just had a call that I answered with the usual, "Thank you for calling card services! This is Headset. May I have your full name please?" The caller gave me his name and I said, "Thank you, Mr. Customer, and what is your credit card number?"

"My credit card number?!" 

"Yes, sir; I need your full account number, please."

"I'm not calling about no credit card!" 

"I apologize, sir; it appears that you've been routed through to the wrong department. What type of account are you calling about?"

"I'm calling about my truck!" Okaaay...maybe he has an auto loan with us?

Nope. When I asked him which department he was trying to reach so that I could transfer him, he answered, "The Department of Motor Vehicles!" His tone of voice implied that I was a complete idiot and he just could not believe how stupid I was. I was too happy to inform him that he had dialed the wrong number and reached Big Bank by mistake.

Call me crazy, but the last time I called the DMV, I'm pretty sure that the greeting did not include the words, "card services." I've also never waited on hold to speak with someone at the DMV and listened to messages advertising banking services the entire time, but maybe I just wasn't paying attention. 

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