I spent a couple months of my life working in a call center for a company that we’ll call Nerd Crew. One of the most memorable calls that I received came from an older woman requesting an in-home technician come out and assist with her modem/router issues, okay not a problem. The following conversation includes me going over the liability waiver, when the technician will be there, and any other information pertinent to the appointment.
Me: Okay, [customer’s name], our technician will be out to your residence at [customer’s address] on [date] between the hours of 8:00am and 12:00pm to complete your network troubleshooting request. Is there anything else that I can assist with today?
Customer: There’s a 16 hour window? Why would they come in the middle of the night? I’m not going to stay up all night waiting on your technician to come and fix my Internet!
Me: slowly coming to the realization that the customer misheard me about the time frame for the appointment I’m sorry ma’am, the appointment is for 8:00am to 12:00pm, not 12:00am.
Customer: I heard you the first time! I’m not waiting for them all night! Cancel the appointment!
Me: Ma’am the appointment is for the morning, between the hours of 8:00am and 12:00pm, it’s a 4 hour window not a 16 hour window.
Customer: Then you mean from 8:00am to 12:00am.
Me: No ma’am, 12:00am would be midnight and 12:00pm would be noon.
Customer: No it wouldn’t; it goes 8am, 9am, 10am, 11am, 12am, 1pm. Trust me, I’ve been around longer than you.
Me: …the technician will be there between 8:00am and noon, ma’am. Is there anything else I can assist with today?