Oh Snap*

I spent most of today calling customers to let them know when they can upgrade their cell phone. From as much as I remember, this is a VERY revealing conversation I had today. The names and places have been changed to protect the innocent (and not so innocent).

Teacherlady: Hi, is [Bob] there?
Wife: No, he's at work. Can I take a message?
TL: [Company preamble] Can you let [Bob] know that the cell phone he purchased from us about two years ago is eligible for an upgrade [later this month]?
W: You must have the wrong [Bob], we don't have a cell phone.
TL: Is this the [Bob Smith**] residence?
W: Yes, what address do you have?
TL [Cherrytree Lane]
W: That's our house. When was the phone purchased?
TL: Two years ago.
W: Hmmm, When was the last call made?
TL: Sorry, I don't have access to that information. Only if [Bob] called directly could he find that out. If there has been some sort of mistake, tell [Bob] to call us directly so we can get this fixed.
W: Umm, [long pause] well thank you for telling me. [long pause]
TL: Well, [awkward pause] thank you for your time and hope you have a good day.

A couple minutes later I was on the phone when a co-worker told me there was a very angry woman on the phone who would talk to no one but me. By the time he tried transferring the call, she had hung up.

I explained to my co-workers and supervisor what had happened. Then I told them what I wanted to say the customer if he called in mad. "Number one: It's not my fault that you two have trust issues. Number two: It is not my fault that you are dumb enough to use your house number as your customer contact number for your secret cell phone."

* I never use the phrase but that was my honest reaction after hanging up the phone.
** The real name is actually uncommon so it was no mistaking that I had the right house.