The customer is NOT always right

[TheMercenary]

Bureacracy’s Hidden Benefits
Welfare Office | Minnesota, USA
Me: “Hi, how can I help you?”

Client: “I’d like to know why I haven’t received my benefits.”

Me: “Let’s just pull up your case. Can I have your case number?”

(The client gives me their case number and I pull up the case.)

Me: “Well, it looks like you didn’t return your application. Without an application, we can’t approve welfare benefits.”

Client: “Can’t we do it over the phone?”

Me: “No, you need to come in and do an in-person interview so we can get an ID and a signature.”

Client: “So, we can’t do it over the phone?”

Me: “No, we need a face-to-face interview.”

Client: “That’s just too much work. I’ll just go get a job!” *click*


Not Quite An Open And Shut Case
Video Store | Kittery, ME, USA
(This caller was a real-life version of the one in How To Open a Book.)

Caller: “Hi, I bought a DVD here earlier today, but I can’t get it out of the case. ”

Me: “Alright, is it a new or pre-owned DVD?”

(Our pre-owned DVDs are all locked with a piece of red plastic that has to be removed before they leave the store.)

Caller: “I don’t know. It was like $7.”

Me: “Well, we have both pre-owned and new movies at that price. Is the case wrapped in plastic?”

Caller: “Well, there’s plastic on it.”

Me: “Alright, so you’ll need to take the plastic off of the case.”

Caller: “That won’t break it?”

Me: “If the case is wrapped in transparent plastic, you are going to need to remove all of that plastic first.”

Caller: “How? I don’t want to break it.”

Me: “Okay. You’ll need to remove the plastic wrap. If you have problems, get a pair of scissors or a knife and use that to cut open the plastic, and then take it off the case.”

Caller: “Okay, but it still won’t open.”

Me: “Are there any stickers covering the sides of the case?”

Caller: “Yes. There’s one on the top. ”

Me: “You’ll need to pull that off.”

Caller: “The case still won’t open, though. I don’t want to break it.”

Me: “Are there any other stickers on the case?”

Caller: “No. Well, there’s one of the left side that looks like the one on the top.”

Me: “Right. You’ll have to remove that. And any other stickers that look like it.”

Caller: “Oh, okay. But it’s still not opening.”

Me: “Any other stickers or plastic wrap?”

Caller: “No!”

Me: “Okay… tell me, what does the case look like?”

Caller: “Well, there’s the side of the case that says the name of the movie and then there’s a black side that looks like the top and bottom.”

Me: “And what side are you trying to open? The black side?”

Caller: “No! The side with the title! Why isn’t it opening?”

Me: “Okay. I want you to put the case down on a table or something. Okay? Now. Put the case face up, like a book, with the front of the case facing you. Okay? Now. Go to the RIGHT side of the case, with the two black pieces of plastic–”

Caller: “Not the left side?”

Me: “No. NOT the left side. The RIGHT side.”

Caller: “So not the side with the title?”

Me: “No. The RIGHT side. Now. Pull the RIGHT side open.”

Caller: “It isn’t working!”

Me: “Are you opening the RIGHT side?”

Caller: “No.”

Me: “Try the RIGHT side.”

Caller: “…Oh. Thanks. They shouldn’t make these so hard to open you know!” *click*