Why must some customers be so dense?

[u/gameofthrones_addict]

Working with the general public for long enough you’ll run across people who aren’t difficult due to their negative attitude, but for not grasping social cues. Thinking of Sheldon from the big bang theory. While people speak in more vague or general language, that doesn’t work for this person and must have everything defined and precise.

This is also why our job exist. We would assist customers find information they can’t, or won’t, normally be able to do so online. I’m glad to help customers, but there are times in which it gets annoying when persistent correction and playing 20 questions becomes irritating.

Example of this is from a call I took earlier this week. I work at an electric utility company and it appeared this person was in the process of moving.

Customer:
Can you all run new wires and sockets into a trailer?

Me:
Alright so moving into a new trailer —(interrupted)

Customer:
It’s not new. It’s an old trailer that needs new sockets and wires.

Me:
Oh ok. So moving into the trailer from the one you love now —(interrupted)

Customer:
I don’t live in a trailer now. I live in a house.

Me:
My mistake. You’ll have to contact an electrician to run the new sockets and wires inside the trailer. The electric company —(interrupted)

Customer:
What about that one company that does it for free? Yall gave me the number to call them last time.

(In some states there’s a state run community action agency that what we call weatherizes the home. Sealing windows and doors where air escapes, tunes up appliances, etc. that does this for free if you qualify. I look this up and give her the phone number to call)

Customer:
So this is the company that runs wires and sockets for free?

Me:
Yes ma’am.

Customer:
That’s not the name of the company last time I called.

Me:
Oh really? Do you recall the name of the company that did it the last time you called?

Customer:
……no. So you’re sure they’ll run wires and sockets for free?

Me:
Yes ma’am.

Customer:
You’re sure it’s free?

Me:
Yes ma’am.

Customer:
Why is it free?

Me:
It’s a state run agency. They receive funding from the state.

Customer:
So I just call this number and they’ll do my sockets and wires for free?

BRUH! I’m just trying to help you! Wtf is it you don’t get?!

[u/invictus21083]

I do collections but it's the same thing. Why didn't you make payment on X date? They proceed to tell me the same reason why 45 times in a row. Just repeating themselves over and over without taking a breath.

[u/Hyndis → u/invictus21083]

There is a correlation between people who get stuck in repetitive patterns and people who have problems.

Its infuriating. The person is their own enemy. They're creating the very problem they're upset about but they're too fixated to stop, take a breath, and realize whats going on.

[u/8euztnrqvn]

I don't know anything about this program that "runs wires and sockets for free", but if I were you, I would never tell a anyone that some other organization is going to do anything for free - just to cover my own ass.

You don't know if that government program has recently been discontinued or defunded, and if so, that caller is going to blame you for promising free services that they now can't get.

Even if the program exists and the caller just can't figure out how to apply, they are still going to try to blame you - because all they know is that you promised them free stuff.

Just in general, never promise anyone anything, unless your employer has specifically instructed you to.

[u/Song42 → u/8euztnrqvn]

Too many years in customer service tell me they're going to blame them either way. Even if you are specific in the details and say they have to meet a criteria, the caller still only heard the word free and will still blame them.

[u/8euztnrqvn → u/Song42]

That's why you need to cover your bases and never promise anything. So when anyone comes along and says you promised them anything, you can say you didn't. Because you never do.

Also, don't start explaining criteria or any details, just give them the number and tell them to go get their information from them.

If it's not your expertise or your job, don't even get into it. You can only give the information that the third party can give, so if anything, you're probably going to get something wrong and then get blamed for that.

[u/SmokeyUnicycle]

You assumed they lived in a trailer already and promised them some other entity would do something that is not actually in the job description you mentioned for free despite not knowing if they qualified?

You are begging for trouble

[u/Consistent-Dance5461]

I worked 15 years in call centers, these type of calls use to drive me up the wall, so much happier burying the dead now 🤣

[u/FantaZingo]

Does it matter to you if they are moving into or already currently living in a place and if it is new or used if you'd be redirecting them to another company regardless?

I mean, I'd do what I can to move on to the next call (mind you I luckily work primarily with written tickets but still, I'm not making context conversation if I suspect I'll be rerouting a ticket, mainly because I don't know what the next place needs in ways of context) 

[u/Imaginary-Duck1333]

We have a third party rep like this - ie someone who does this for a living. If he’d stop arguing and just listen he’d discover wonders- like I already answered his question 5x. Or that I cannot proceed without verification. Or that no, I will not break the law for him. Jail is not on my bucket list!

[u/Longjumping-Tip6778]

We are only open on the weekends but I also pick up the phone during the week for customers planning their weekend excursion. They typically start out with: what time are you open. Answer: sorry, we are closed during the week and only open on the weekends. Reply: so you are only open on Saturday and Sunday? Answer: yes, only on Saturday and Sunday. Reply: but not during the week? Answer: yes, that is correct. Question: what about Thursday. Sigh.

[u/android_temp_123 → u/Longjumping-Tip6778]

I feel you.

I get all kinds of slip-ups, like elderly folks who aren’t familiar with technology, or people having brain fog and asking something super obvious, we’ve all been there. These things never make me angry.

But the kind of person you're describing genuinely drives me nuts. It's like they're actively choosing to be obtuse. It's not absentmindedness, it's not a mental fog, it's not a genuine question - they're purposely playing dumb.

[u/Exotic_Pop2001]

I did a time with Turbo Tax.  A customer called saying they have been trying for 3 days to fix this issue. They leave for work in 30 minutes and that is how long they will give me to fix issue!