Communication FUNdamentals

Jan. 17, 2007

Guest FIMMpersonator: It is written!

Previously on the Misadventures of Foot in Mouth Man...Click here! Episode 37: Guest FIMMpersonator: It is written!   Foot in Mouth Man disease is spreading and is a growing concern.  Customer Service personnel are especially at risk!   Customer Service Rep#1: Blogger Cellular.  This is Mildred.  How may I help you? Customer: Hi, I ordered the charcoal phone but the one I received was pink.  I need to exchange it for the charcoal.  Customer Service Rep#1: I'm sorry you have experienced some problems.  I am sure that I can help you resolve them to your satisfaction.  What is your customer number? Customer: 1849 258795 3498541188 6414965177 18415457465154155161946165 164665165 1 Customer Service Rep#1: Let me repeat that back to you, sir.  That's 1849 258799 3498541188 6414965177 18415457465154155161946165 164665165 1? Customer: No, it's 1849 258795 3498541188 6414965177 18415457465154155161946165 164665165 1.  You have one digit wrong.  Customer Service Rep#1: Oh so that's 1849 258799 3498541188 6414965177 18415457465154155161946165 164665165 1. Customer: No, you still have one digit wrong.  It's 1849 258795 3498541188 6414965177 18415457465154155161946165 164665165 1. Customer Service Rep#1: Yes Sir.  Can you please verify your name, address, email address, date you purchased the items and the name of the dog you had when you were six? Customer: Fred, 12345 Blogger Way, Bloggosphere, HSB 54321.  Fred @ HSB.com.  January 4th, 2007.  Sparky. Customer Service Rep#1:  I'm sorry, but I don't have authorization to speak to you about your account.  Customer: What do you mean?  It's MY account!  Customer Service Rep#1: Yes sir, but you didn't give me the proper information so I am not able to speak with you about your account.  Customer: Well, who can you speak with? Customer Service Rep#1: I can't tell you that sir because I don't have authorization to speak with you about your account. Customer:  Well, if you can't speak with me, how can I exchange the phone? Customer Service Rep#1:  I can't tell you that sir because I am not authorized to speak with you. It says so right here in your file. Customer:  What do you mean it says so? Customer Service Rep#1: It's written right in your file that I cannot speak to you.  Customer: Who told you that you cannot speak to me about my own account? Customer Service Rep#1:  You did sir. It is written right here in your file.  Customer: Does that make any sense to you?  Why would I ask you to put in your file that you shouldn't speak to me about my own account? Customer Service Rep#1:  I 'm sure I don't know sir.  It is written here so there is nothing I can do.  Is there anything else I can help you with today? Customer:  Yes!  You can tell me how I can exchange this pink phone! Customer Service Rep#1: I am sorry sir, but I cannot speak with you about your account.  Is there anything else I can do for you today? Customer:  Can I speak with your manager? Customer Service Rep#1: Well, I can transfer you but she won't be able to speak with you about your account either! Customer:  Fine transfer me. Customer Service Rep#2: Blogger Cellular.  This is Marleen.  How may I help you? Customer: My name is Fred and I received the wrong phone. I need to exchange it, but Mildred says she cannot speak to  me about my own account.  Customer Service Rep#2: Yes sir.  I'm sorry you have experienced some problems.  I am sure that I can help you resolve them to your satisfaction.  What is your customer number? Customer: I just gave all that information to Mildred! Customer Service Rep#2: Yes sir, but I cannot help you unless I can access your account. Customer: 1849 258795 3498541188 6414965177 18415457465154155161946165 164665165 1 Customer Service Rep#2: Let me repeat that back to you, sir.  That's 1849 258799 3498541188 6414965177 18415457465154155161946165 164665165 1? Customer: No, it's 1849 258795 3498541188 6414965177 18415457465154155161946165 164665165 1.  You have one digit wrong.  Customer Service Rep#2: Oh so that's 1849 258799 3498541188 6414965177 18415457465154155161946165 164665165 1. Customer: No, you still have one digit wrong.  It's 1849 258795 3498541188 6414965177 18415457465154155161946165 164665165 1. Customer Service Rep#2: Yes Sir.  Can you please verify your name, address, email address, date you purchased the items and the name of the dog you had when you were six? Customer: Fred, 12345 Blogger Way, Bloggosphere, HSB 54321.  Fred @ HSB.com.  January 4th, 2007.  Sparky. Customer Service Rep#2: Oh Sparky!  Ok.  I can speak with you, sir.  What seems to be the problem?  Customer:  I just told you that.  I received the pink phone but I ordered the charcoal phone. Customer Service Rep#2: I see that you ordered the charcoal phone on January 4th.  Did you receive the phone?  Customer:  Yes.  I already told you that I received the wrong color. I got the pink one.  I need to exchange it for the charcoal one. Customer Service Rep#2: Yes sir.   I'm sorry you have experienced some problems.  I am sure that I can help you resolve them to your satisfaction.  Can you read me the serial number on the box? Customer:  165452165431654654152154121354152 Customer Service Rep#2:  Well it says here that serial number is for a charcoal phone.  Isn't that what you ordered? Customer:  Yes that is what I ordered, but what I received was a pink phone. Customer Service Rep#2: Well, I show that it is charcoal. Customer:  Well, I'm looking at it and I see that it's pink! Customer Service Rep#2: Is there anything else I can help you with today sir? Customer: Yes!  You can help me to exchange this pink phone for the charcoal one that I ordered. Customer Service Rep#2: I'm sorry sir, but it is written right here that this serial number is for a charcoal phone. DId you want to exchange that for the pink phone?  Customer is currently recovering from an aneurism! Don't be a FIMMpersonator!  Check out Art of Eloquence.com and learn communication skills the fun way!  And tune in next week for another episode of the Misadventures of Foot in Mouth Man!  Have you seen FIMM's video  It's FIMMtastic!  Only 14 more days til the Say What You Mean Convention! Want more FREE Communication FUNdamentals?  Mark your calendars for February 1st-3rd! Say What You Mean Convention: Defending the Faith Online communication convention featuring free seminars, workshops, give aways, contests and prizes!

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