tales from McBooks
I'm processing the day's deliveries in the back room when Yvette buzzes and me tells me there's a customer complaint on hold. I work up my phone smile and pickup line 2 ...
Hi, this is the manager, how may I help you?
This is a TTY operator, are you familiar with our service?
Yes I am. How can I help you? Over
Hello, my name is Barbara and I have a complaint about an employee. Over
I can help you with that. Tell me what happened. Over
I called yesterday and requested a book from David. He said it was not in stock. I asked him if another location had it. He said he didn't know whether another store had it and was too busy to call. Over
That's wrong. He should have called a few stores regardless of how busy it was. Over
Yes, that has been my experience before. Over
I'm sorry that this happened; I will speak with him and retrain him on our service standards. Over
That was just part of my complaint. Before he hung up, he called me a TESTY LITTLE BITCH. Over
Wow! I can't believe he said something like that to you. Over
After I sent my last message, he said to the operator "What a testy little bitch." And she typed it to me. I have the transcripts to prove it. Over
That won't be necessary. Rest assured that I will be having a conversation with David. I apologize for what happened. What can I do to make this right? Over
Just make sure he isn't rude to customers anymore and that he take deaf customers more seriously. Over
I will, thank you for bringing this to my attention. Over
Thank you. Over Call has ended, thank you.
David was one of my favorite employees and I really enjoyed working with him. He was cute, sexy and funny and I even had a dirty dream with him it. I had no doubt that he called her a "TLB," it sounded like him. The next day, I call David in and asked him if he took a TTY call this week.
Yes, I did and she was such a bitch.
Yeah, I heard from the customer that you called her that.
Well, I didn't say it to her, I said it to the operator.
David, regardless of who you said it to, the comment was inappropriate and for your clarification, when you speak to the operator it's as if you are speaking directly to the customer.
I'm sorry, it will never happen again.
Let me give this some thought and get back to you.
After some consideration, I called David back in the office and terminated his employment. Regardless of what I thought of him personally, I couldn't have a loose cannon taking care of customers. I thanked him for his service and laughs (and dreams) and recommended he look for non-retail positions. Over.
TLBs?
Hi, this is the manager, how may I help you?
This is a TTY operator, are you familiar with our service?
Yes I am. How can I help you? Over
Hello, my name is Barbara and I have a complaint about an employee. Over
I can help you with that. Tell me what happened. Over
I called yesterday and requested a book from David. He said it was not in stock. I asked him if another location had it. He said he didn't know whether another store had it and was too busy to call. Over
That's wrong. He should have called a few stores regardless of how busy it was. Over
Yes, that has been my experience before. Over
I'm sorry that this happened; I will speak with him and retrain him on our service standards. Over
That was just part of my complaint. Before he hung up, he called me a TESTY LITTLE BITCH. Over
Wow! I can't believe he said something like that to you. Over
After I sent my last message, he said to the operator "What a testy little bitch." And she typed it to me. I have the transcripts to prove it. Over
That won't be necessary. Rest assured that I will be having a conversation with David. I apologize for what happened. What can I do to make this right? Over
Just make sure he isn't rude to customers anymore and that he take deaf customers more seriously. Over
I will, thank you for bringing this to my attention. Over
Thank you. Over Call has ended, thank you.
David was one of my favorite employees and I really enjoyed working with him. He was cute, sexy and funny and I even had a dirty dream with him it. I had no doubt that he called her a "TLB," it sounded like him. The next day, I call David in and asked him if he took a TTY call this week.
Yes, I did and she was such a bitch.
Yeah, I heard from the customer that you called her that.
Well, I didn't say it to her, I said it to the operator.
David, regardless of who you said it to, the comment was inappropriate and for your clarification, when you speak to the operator it's as if you are speaking directly to the customer.
I'm sorry, it will never happen again.
Let me give this some thought and get back to you.
After some consideration, I called David back in the office and terminated his employment. Regardless of what I thought of him personally, I couldn't have a loose cannon taking care of customers. I thanked him for his service and laughs (and dreams) and recommended he look for non-retail positions. Over.
TLBs?
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