Don't have a nice day then.

[Deevil]

Me:
SC: Well...you know.
Sup: supervisor working at the time

The call started out just like any other call...

Me: Thank you for calling *company*. This is Deevil in customer service, how can I help you?
SC: I need to place an order for a few items.
Me: Alrighty. Can I get your customer number from the green box on the back of your catalog?
SC: It's my daughter's catalog, mine is at home. But I will give you the number.
Me: That's okay, I'll just get the keycode in the purple box.
SC: (proceeds to give me the customer number that doesn't belong to her...which I don't input since it will not bring up her info anyhow. Why do they not get that if it is not their number it won't do me any good. LOL)
Me: And the keycode in the purple box?
SC: AB13579135 (not real keycode)
Me: May I get your phone number (so I can pull up the correct account)
<snip>account info verification</snip>
Me:May I have your first item number
SC: *number*
Me: And your next item?
SC: *number*
Me: And the next item?
SC: That's all.
Me: (offer a couple other items that the system thinks she'd like based on the other items ordered, both of which are refused)
Me: Your order total with the shipping and handling is $xx.xx and you have the estimated delivery date is
SC: (interrupting me) The catalog says I get free shipping and deferred billing.
Me: Okay let me check on that. (I already know she doesn't qualify...but I'll go through the motions) Looks like that offer is for orders of forty-nine dollars or more (which is more than twice what your merchandise total was...plus the offer had expired three days ago)
SC: It doesn't say you need to spend $49 in the catalog.
Me: On the front of the catalog it says "Free shipping--see pg 2 for details" and if you turn to page two it says (grab the exact catalog she was ordering from and start reading the details to her) "Free shipping plus deferred billing. Place any order of $49 or more by..."
SC: (Interrupts and tells me her life story about how they had just placed a large order the other week and just needed a little bit more of a couple of the items)
Me: Okay, well as a one time courtesy, I can go ahead and get you the free standard ground delivery. Just know that in the future you will need to meet the conditions to qualify for the offer.
SC: thank you (and then starts saying that her catalog at home doesn't have an amount that you need to buy to get free shipping....which I'm 99.999% certain is bull, but I'm not about to argue that point)
Me: So then your order total will be $yy.yy, and it will be arriving on or before (date). If you need the order sooner than that, we do have expedited shipping...however that would not be free.
SC: How much is the next one up?
Me: The shipping would be $zz.zz and would get it to you on (date).
SC: I need it by that day, but I am not going to pay that much shipping. Cancel my order...<and then goes on a spiel about how badly I am inconveniencing her because now she will have to go to a store and figure something else out and how she was ordering this as a favor to somebody else and again about how it is her daughter's catalog (so??) and how she is such a great customer with us (I can see one previous order under her name) and she can't believe that blah blah blah...>
Me (after she stops talking): Okay, well, I'll go ahead and cancel the order for you then. You have a nice day.
SC: You don't need to be rude
Me: I'm sorry?
SC: You told me to have a nice day
Me: I'm sorry if you felt that my saying to have a nice day was in any way rude, that was not my intention. (I had actually said "have a nice day" cheerfully, the call at that point wouldn't have affected my handle time and since it was being cancelled would actually improve my metrics since I would have one less call that didn't accept any of my add to the order suggestions...and even if it did hurt my stats,cancelling an order is no skin off my nose)
SC: Get me your Supervisor!

<Flag down the sup that was working and give a brief rundown>

Sup: This is __ floor supervisor.
SC: (don't know what was said but it was about four minutes before my sup was able to get a word in)
Sup: I don't think the agent meant anything by...
(another few minutes of the SC talking)
Sup: Well I...(SC cuts in for another minute or so) ...No, if you need sooner, you do need to pay for it.... ...I could offer you the express shipping at half price... ....All right, goodbye then. (hangs up phone)
Sup: Go ahead and cancel the order.

I just hope this is not going to count against me as an actual complaint....but it probably will

[Food Lady]

So now wishing someone a good day is rude?? Actually, we had a complaint once about that. What is wrong with people??

[Captain Trips]

Isn't it obvious what the SC meant? "How the hell can you DARE to wish me a good day, when you PERSONALLY have made sure I won't?"

Yet another center to the universe has been found. (Whoever said there isn't really a center to the universe has yet to meet some of these customers...)

[Deevil]

So now wishing someone a good day is rude??

I think she figured that if she said the magic words "cancel my order", I would give her the rush shipping for free. And then when I didn't she thought if she bitched about me, the supervisor would not only give her free shipping, but the keys to the warehouse and let her pick out anything she wanted from there.

[sms001]

Isn't it obvious what the SC meant? "How the hell can you DARE to wish me a good day, when you PERSONALLY have made sure I won't?"

Or, as an alternative, "I've tried to ruin that phone lackey's day by canceling, and they seem unaffected by it. I'm not getting the response I want, and that's RUDE!"

[Hermione]

Or, as an alternative, "I've tried to ruin that phone lackey's day by canceling, and they seem unaffected by it. I'm not getting the response I want, and that's RUDE!"

That's exactly what it was.

When I worked for satellite tv, the first words out of my mouth when they used that tactic were "Okay let me get you over to an account specialist to cancel your account".....I could have probably heard them deflate through the phone...if I didn't have the transfer button ready already and click it as soon as I finished that sentence without giving them a chance to argue.

[Deevil]

Or, as an alternative, "I've tried to ruin that phone lackey's day by canceling, and they seem unaffected by it. I'm not getting the response I want, and that's RUDE!"

Since this lackey is in customer service, not order entry, making changes to orders--including cancelling--is what I am paid to do. Doing my job will not make me the least bit upset. In fact, I like getting the calls to cancel an order...they take less than two minutes and really help my handle time.

[Silent-Hunter]

I think the moron thought you were being sarcastic or something.

[Jester]

I just hope this is not going to count against me as an actual complaint....but it probably will

If it does,mint only does the customer suck, your company does as well!

Yet another center to the universe has been found.

According to Charles Kuralt, the Schooner Wharf Bar in Key West is the center of the universe.

Who are we to argue with Charles freakin' Kuralt?

[JustaCashier]

It's just a case of Sucky Customer Hearing Disorder™.

The customer didn't get what she wanted, so anything else you said to her, even in the most genuinely sincere tone of voice, to her it sounded sarcastic.

Mike

[Cobrabubbles]

I get customers that do that all the time. "Cancel my order then". They think it's a magic spell that will turn your backbone into jelly and give them exactly what they want. I personally just do what you did "sure I can void off your entire $500 grocery order because I will not give you two free items when you're entitled to one!" Said in the most cheerful of voices of course :-D

[EricKei]

I think the moron thought you were being sarcastic or something.

Sarcasm? Heaven forfend! ... Nope, they're just saying what they've essentially FORCED to say ~_~

Who are we to argue with Charles freakin' Kuralt?

Curses! foiled again!

[Ironclad Alibi]

SC: Cancel my order...

Time for another quote from Princess Bride: "As you wish."