She Works Hard For the Money

I don't usually write about work. This blog can be linked to my Facebook, and who knows what corporate big wig is spending tireless hours re-googling the name of the chain, looking for that rogue employee who may be presenting themselves negatively.

But this story is too good to pass up.

So I'll just refrain from mentioning the name of said retail chain.

I was working the other day, when I recieved a phone call from a customer asking if we had a particular product carried by a particular brand.

"No, sir," I said sweetly. "We do carry brands A and B, but not the brands you are looking for."

Angrily, this customer informed me that after hours of internet research, he had determined that brands A and B manufactured their goods overseas. The brand he wanted was manufactured in the USA and he only bought American, thank-you-very-much.

I again apologized for not carrying the brand he wanted.

"Well, I want to talk to your corporate office."

"Yes, sir, I understand your disappointment. The number for that office is 1-800-"

"No," he cut me off. "I don't have a pen and paper."

.......

I had no response for this. Neither the man. Silence lingered in the phone awkwardly. "Well.... I can wait for you to get a pen and paper..." I suggested.

"No!" the man was angry at me again. "Just connect me to your corporate office. Now."

I paused. The phone system did not work that way.

"Sir, I'm sorry but unfortunately I am unable to do that on this phone. You mentioned you had a computer. I know that phone number is available to our web site. Perhaps the next time you have internet access you can find that number and..."

"No," the man angrily said. "That won't work."

What the hell am I supposed to do now? All sweetness left my voice as I flatly informed the customer I would get a manager to talk to him about his desire to speak to corporate. I put the call on hold and angrily walked to my manager's office.

"Please pick up the call on line one."

My manager looked at me as if I was crazy. Usually my job is to help weed the calls away from managers as much as possible, by deflecting anyone the manager doesn't have to talk to.

"Who is it?"

I stared blankly at him. "Please just pick it up. If I could handle it, I would, but this guy is over my head."

I walked off.

Later, that manager informed me, "You were right. That guy was crazy."

"Well, what did you do?" I didn't understand how to be hospitable in that situation.

My manager shrugged. "I finally hung up on him. Customer service only goes so far into Crazy-Land before you have to turn around and come home."

Sound advice, boss-man. Sound advice.