Case Study #65
“That was a ten dollar recharge, was it?”
“Yes and can you increase the font size of the printer. It’s hard to see otherwise.”
“I’m sorry, ma’am, but our printers don’t have that function. I can write out the code for you? In bigger writing so you can see it?” You blind old bat. What are your glasses for?
The elderly woman gets all in a huff for reasons only clear to her.
“Well that’s just not the right answer! The supermarket does it for me when I ask.”
“We’re not a supermarket, ma’am, I’m sorry, but it’s just not possible.”
“I know this isn’t a supermarket. I don’t think that’s a very good answer.”
“Did you want me to write out the code for you, ma’am?”
“No, I’ll just do it myself.”
Well, then why ask to have the code in a larger font if you can read it anyway?
Completely out of the proverbial left field. ‘That wasn’t the right answer’? Does this imply that the elderly are above mere limitations of our receipt printing machines? Even when given a fairly reasonable solution to the constraints of our receipts, nothing is acceptable to this woman. She obviously wanted to be told lies. Why? Quite a strange attitude to have. Perhaps, because, at that age, they may experience denial of their impending termination of existence, or death, to put a long story short.
The most humble service expert put voucher through the till.
“And I don’t find your tone very acceptable. It’s very rude,” the huffed up lady rambles on and on while our poor service expert, nerves already frayed and tattered, completes the transaction. And after finally having enough of the insane dribble coming out of the mouth of our most verbose geriatric, “Well, I did give you a fair alternative to the printer problem. And this is how I speak to all customers. Sorry if it has come off as rude, but it’s just how I talk….”
As if that comment didn’t exist within the human scope of hearing, the old lady replied, “Your tone of voice is still rude. This is very poor customer service.” Then, on a whim of an elderly moment, she shoved the voucher back in the service expert’s bewildered face. “And I want a refund,” she concludes, decidedly proud of her seemingly checkmate maneuver. Our beleaguered service consultant keeps the smirk of victory off her face and, without a word, points out to the good lady where it says, in bold typeface no less, ‘Non-refundable’. For once the old woman had nothing to say so our service consultant, on the edge of sanity herself, brazenly asked, “As a matter of interest, what is the correct answer?” Surprised at the too confrontational question, she left out the part where she would have mentioned the outright rudeness of her elderly customer, on top of the crazy. A moment of doubt crossed our service expert’s practiced face as the elderly customer stares her down for asking such an obvious question.
“For your information, I’ve had a bad day. And don’t really appreciate rudeness from people like you.”
Well, there you have it. Enlightenment in a nutshell. She was having a bad day! Huzzah! The cry is heard for miles around as all enslaved to customer service rejoice at their counters…O.k, maybe not. But that’s ‘all she wrote’, to blatantly plagiarise.