So this happened about a year or so ago. I work inbound for a large bank and specialize in past due credit cards. Sometimes we are so slammed that calls are back to back that we don’t get a breath between calls and its easy to overlook an account detail, especially if distracted by a customer speaking fast. The conversation isn’t verbatim, but I remembered the verification clearly. I am changing the customer’s first name for privacy sake.
Me: Thank you for calling (Large Bank), this is Me, can I have your first and last name?
Customer: (speaking very fast in a deep south accent) Mary Schenk. I need you to help me, my account is behind and I really need to use my card–
Me: Thank you for calling, Mrs. Shank, I can take a look into that for you–
Customer: (interrupts me suddenly and quite condescendingly) NO. ITS SKANK. S-C-H-E-N-K. ITS A FAMILY NAME. GOD, EVERYONE GETS IT WRONG!
Me: (blinks, pauses… looks at account again, sees S-C-H-E-N-K). Okaaaay…. I apologize for mispronouncing your name. Would you like me to document your account for you so we don’t make the same mistake again?
Customer: (scoffs) YES. I am tired of correcting you people!
Me: (Makes permanent note showing name is pronounced SKANK at customer’s request.) Alright, that has been updated.
Call proceeds as usual.
Some people just stick with you no matter what.
submitted by /u/XxSabirahxX
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