c/customer-service-confessions

Manager said to just smile and nod at angry customers, but that backfired bad

Three months ago at the grocery store in Denver, my shift lead told me to just agree with a guy screaming about expired milk instead of checking the date myself. Turns out the milk was actually fine and he was just trying to get a free replacement by lying. Why do managers think every upset customer is telling the truth?

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murray.betty•2d ago

Call center scripts vs. actually listening - night and day difference

I worked at two different cable companies, one used strict scripts and the other let us talk natural. The script place, I had to read this robotic crap even when the customer was clearly angry about something else. Customers would literally say "stop reading, just help me" and I couldn't. The second place, we got trained on the products and then just had to solve problems. My call times dropped by like 2 minutes on average and satisfaction scores went up 15% in 3 months. Scripts make customers feel like robots are helping them, and nobody wants that. Has anyone else worked somewhere that ditched scripts and saw things get better?

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harper254•4d ago

The time I had to remake a table's order three times because of a sauce mix-up

I work as a line cook at a busy Italian place in Chicago, and last Saturday this lady ordered the same pasta dish three times in one hour. First she said the Alfredo was too thin, then too thick, and finally she admitted she wanted the pink sauce from the menu next to ours. I just put the third plate out and walked away, but my manager comped her whole meal for $28. Has anyone else had a customer order the same thing over and over?

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the_hayden•4d ago

Had a printer literally catch fire at the front desk in Tampa last Tuesday

A customer was trying to return a phone case and I had to yell 'everyone out' while smoke poured out of the copier behind me lmao. Has anyone else had equipment just give up mid-shift like that?

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oscarthompson•4d ago

The time I tried to upsell a warranty and it backfired hard

I worked at an electronics store in Des Moines for about 2 years. One day I was pushing this $50 extended warranty on a laptop to a customer, really laying it on thick. Turns out he worked for the company that made the laptop and knew the failure rate was basically zero. He called me out in front of the whole line, and I just stood there red-faced. Learned pretty quick that not every customer is clueless about what they're buying. Has anyone else had a moment where a customer knew way more than you did?

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nancy30•4d ago

The woman who insisted I break store policy for a 10 cent coupon

I worked at a grocery store in Detroit for 3 years and one customer still sticks in my mind. She argued with me for 20 minutes over a coupon that expired the day before, and when I finally called my manager she told him I was "the most unhelpful person she'd ever met." Has anyone else had a customer blow up over something that small?

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calebh90•5d ago

Always thought the customer is always right was nonsense... until I had to eat my words at a grocery store

I worked checkout at a Kroger in Dayton for 2 years and honestly thought that rule was just corporate cover-your-butt nonsense. Then last month a lady came through with a bag of oranges that were clearly rotten, like moldy and squishy, and I started giving her attitude about checking produce before buying. She calmly pulled out her receipt showing she bought them that morning, and when I checked the rest of the display, half the oranges were bad from the supplier. She wasn't being a jerk, she was just right and I was being a stubborn idiot for 2 minutes straight. That specific moment made me realize the saying isn't about giving in to rude people, it's about not assuming every complaint is someone trying to scam you. Has anyone else had a moment where a customer was totally right and you felt like a fool for doubting them?

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wendygarcia•8d ago

Just hit my 1000th complaint about the self-checkout machines at the grocery store

I've been a front-end supervisor for 3 years, and yesterday a guy yelled at me because the machine said 'unexpected item in bagging area' for his single banana. I've heard every rant imaginable, but hitting four digits on this one specific gripe feels like a weird badge of honor. What's the most oddly specific complaint milestone you've ever reached?

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green.jessica•9d ago

Shoutout to the guy who finally read the return policy

I work at a big box store and for months, people kept trying to return opened software and video games. Our policy is clear: no returns on opened media. I must have said it a hundred times a week. Yesterday, a customer walked up with a game, receipt in hand, and before I could even open my mouth, he said, 'I know, I know, you can't take it back if it's opened. I just wanted to check if there was any other option.' I was so shocked I almost hugged him. He actually listened to the sign right behind me that he was looking at. It's a tiny thing, but it made my whole shift better. Anyone else have a customer who actually paid attention for once?

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henry_hernandez•9d ago

Appreciation post: The difference in customers after our store in Tampa went cashless

Before, I'd get yelled at over a 50 cent bag fee. Now, the biggest fight is someone forgetting their card PIN. Anyone else's spot make a switch that totally changed the vibe?

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cora_martinez•12d ago

Overheard a trainee ask 'what's a phone book' and it took me right back to my first shift at the call center in 2008.

I had to explain that we used to look up numbers in this giant yellow book, and it made me think about how much less yelling we get now that everyone can just Google their own account info first.

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emma_hayes80•14d ago

Pro tip: the old paper ticket system versus a single tablet at the host stand

At the family diner I worked at in college, we had a spinning wheel of paper tickets for the waitlist. It was a mess when we got busy, tickets would fall off. The new owner swapped it for one cheap tablet with a basic waitlist app. The difference was night and day, no more lost names or arguments about who was next. Anyone else have a simple tech upgrade that saved their sanity?

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jessel35•15d ago

I thought the 'customer is always right' thing was just a dumb saying until a guy in a full bear costume came in to return a blender he bought 3 years ago, and my manager approved it.

The receipt was faded, the box was gone, and he just stood there holding the base unit while explaining in a very serious voice that it 'failed to blend his morning salmon smoothie properly', which completely broke my coworker Sam and made me realize some policies exist for truly wild reasons.

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calebscott•17d ago

A regular at the coffee shop changed how I see 'difficult' customers

I was talking with Mr. Henderson, who comes in every morning at 7:15, and he mentioned he always asks for his latte at exactly 160 degrees because his hands shake from his medication. For years, I just thought he was picky. It made me realize a lot of specific requests probably have a reason I don't know about. Has anyone else had a customer explain a rule that made you see things differently?

2 comments

lindagreen•18d ago

Had a customer tell me they were having the worst day of their life, and it wasn't about the coffee.

I work at a drive-thru, and a lady came through yesterday looking really upset. She snapped at me about her order being wrong, which it was, my bad. When I apologized and handed her the new drink, she just sighed and said, 'Sorry, my dog died this morning.' I froze for a second. I just said, 'I'm so sorry, that's awful. The coffee's on me today.' She started crying and thanked me. It made me realize a lot of the anger we get isn't about the product at all. It's just people having a bad time and we're the only person they see. Anyone else have a moment like that where the real problem was totally different?

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grayw32•21d ago

Shoutout to the guy who called in asking for a refund on a 7-year-old software license

Heard from our support lead that only 3% of our user base even logs in after 5 years, which blew my mind. Anyone else have a stat from their job that just seemed impossible at first?

3 comments

the_willow•21d ago

Vent: A customer's 'simple' return took my entire 8-hour shift

Honestly, it was a $40 item from 2019 with no receipt and a system that kept crashing, and the lady argued every single step. Has anyone else had a shift completely derailed by one person?

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jessel35•23d ago

Our store's return policy went from 'bring anything back' to 'no receipt, no return' in one month flat.

We used to accept returns on almost anything, no questions asked. Then corporate changed the rules after a huge spike in people returning clearly used items from other stores. In April alone, we had over 200 returns without receipts. Now, you need the original receipt or the card you paid with, no exceptions. It cut our daily return count by more than half, but the arguments at the counter have tripled. Has anyone else's place made a policy switch this fast that just made customers angrier?

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mia_scott77•23d ago

Vent: A customer told me my 'have a great day' sounded like a robot and now I'm overthinking my whole goodbye script.

After that comment in my drive-thru lane last month, I started mixing it up with stuff like 'hope your afternoon is smooth' or 'take it easy out there,' but has anyone else gotten weirdly specific feedback on their tone?

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aaron_flores84•24d ago

Vent: The amount of people who think 'no receipt' means a free return is wild

Honestly, I've been at this returns desk for 3 years now and I see it at least twice a week. Someone will bring back a clearly used item, no box, and just say 'I don't have the receipt' like it's a magic phrase. Ngl, the policy is store credit for the lowest sale price in the last 60 days, not a full refund. Had a guy try it with a power drill last Tuesday and got mad when I offered him $40 instead of the $120 he paid. Has anyone else's store had to start putting bigger signs up because of this?

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the_richard•24d ago

Just lost a whole Saturday because a customer insisted they had a 'secret warranty'

I work at an auto parts store in Fresno, and this guy came in absolutely convinced his car's sensor was covered by some hidden factory extension. He made me call three different dealerships and look up like fifty bulletins, which took over 4 hours. Turns out he just misread a forum post from 2018. Has anyone else had a customer waste your entire shift on a wild goose chase like that?

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loganthompson•26d ago

Rant: The credit card terminal at my register just died during the Friday night rush.

I had a line of eight people and had to write down every card number by hand on a notepad for over an hour while my manager tried to reboot the system, which felt like a huge security risk and made everyone even more angry.

3 comments

the_taylor•26d ago

Appreciation post: A customer's old receipt from 1998 made me think about how things have changed

I was helping a guy return a power tool at the hardware store last week. He pulled out the original receipt, which was this faded, thermal paper slip from 1998. He said, 'Back then, you just walked in, talked to Frank, and he'd fix anything right at the counter.' It hit different because now our system needs a barcode scan, a manager override, and three screens of data just to process a simple exchange. It made me miss when service was more about the chat and less about the computer. Anyone else have a moment that made you feel nostalgic for simpler customer service?

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elliot_allen65•27d ago

Hit 1,000 resolved complaints at my call center job and the number actually shocked me

I was reviewing my quarterly stats (you know, the pointless reports management loves) and saw I'd officially closed my 1,000th customer complaint ticket since starting this gig. It mattered because I realized most of those calls were just people needing someone to actually listen for 90 seconds before I could even fix their problem. Has anyone else hit a weird milestone that made you rethink the whole job?

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tarahart•29d ago

A customer in Boise tried to return a plant they bought three years ago

I was working the garden center register at the big box store, and this guy comes up with a completely dead, dried out cactus in its original pot. He had the receipt from 2021, which was wild. He said it 'just stopped growing' and wanted a full refund. I had to explain our 90 day plant guarantee about five different ways. He got pretty loud, so I called my manager over. She actually offered him a 20% off coupon for a new one, which he took after grumbling for another minute. Has anyone else had to deal with a return that was just completely out of the time frame?

3 comments