11-03-2011, 08:14 PM
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#113
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Bovinus Administratus
Join Date: Feb 2009
Location: Greener pastures
Posts: 32,377
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Quote:
(Online Store | UK)
(I work for an online store that sells mostly shoes, bags, and other accessories. This particular Christmas, the weather conditions in the UK are so bad that almost all deliveries are delayed by several days.)
Me: “Hello, this is [name]. How can I help you?”
Caller: “My package still hasn’t arrived. I ordered it almost five days ago. This is an outrage!”
Me: “I apologize. All orders are currently delayed due to adverse weather conditions.”
Caller: “Are you telling me I paid 4.50 for shipping and you can’t even deliver them to me before the 25th? This is unbelievable!”
Me: “I apologize for the delay. We will of course refund all shipping and handling costs.”
Caller: “You don’t understand. I want my order now! It needs to be here before Christmas! My daughter asked for those shoes specifically.”
Me: “Your order will most likely not arrive before Christmas, but I can have a look if these particular shoes are available in any stores near you.”
Caller: “Are you kidding me? How am I supposed to get to the store? I’m snowed in!”
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Quote:
(Auto Mechanic | Austin, TX, USA)
(My manager is talking to a customer about what they need fixed on their car. I often eavesdrop so I can hear from a person’s own words what is wrong. It often helps me to diagnose the problem.)
Customer: “The truck isn’t running right. It doesn’t have power and runs rough.”
Me: “Well, when do you notice the problem?’
Customer: “When I’m slowing down.”
Me: “I’m sorry, it doesn’t have power when braking? ”
Customer: “Yes.”
Me: “Do you mean the brakes don’t feel right?”
Customer: “No.”
Me: “What about when you get back on the gas pedal? Does it go fine?”
Customer: “Oh, yes it has plenty of power then.”
Me: “So, when you are on the brakes and slowing down, the truck doesn’t have power, but when you get back on the throttle it has plenty of power?”
Customer: “Exactly.”
Me: *speechless*
(We take the car in and run full diagnostics. I never found anything wrong with the truck. It ran like it was brand new and have very few miles on it.)
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