First phone call of the day…
Me: Thanks for calling, how can I help you?
Customer: I used to come in there and order books but now I’ve moved away. Can I order a few books and have them sent to me here?
Me: Sure. Let me look up the books and make sure they are available.
Customer: The first one is called The Parents’ Guide to Preventing (mumblemumble).
Me: Okay, the title is: The Parents’ Guide to Preventing…what was that last word?
Customer: (a little louder) (Mumble).
Me: I’m sorry, I’m not hearing you very well. Can you say that last word again?
Customer: (louder) (MUMBLE).
Me: I’m sorry, could you spell that for me?
Customer: Spell it?
Me: Yes, please.
Me: Ah. Got it. So it’s The Parents’ Guide to Preventing Homosexuality?
Customer: Yes. and I have another title. You can send them here? We moved to a retirement community up here. The next title is Can Homosexuality Be Cured? by MacNutt.
Me: Yes, both of those titles are available to order.
I finish processing the order and get his payment information. After I ring the order into the register, he says…
What email address do you have?
I tell him (again) what email address I have and he says…
Oh, that’s not the right email address. This is the right one.
And he gives me a new email address. I tell him I’ll send the receipt to him and hang up. Because I’d already rung the order through, I had to call our customer service line to get the email address changed. And I had to call them three times because they hadn’t received the order yet, so couldn’t change it in the system.
Therapist said that when he told me the second title I should have said, “Actually, I know the answer to that. You don’t even need a book for that.” But I didn’t. Instead I provided excellent customer service to a man buying books I absolutely disagree with.
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