One of my favorite stories from working at a fast-food customer service job. G will be guest, M will be me.
M: hello, I’m with [company] returning your call –
G: You and your company held me and my daughter hostage!
M: I’m sorry?
G: Your employee locked me in the restaurant because my card declined! They charged me for [item we are infamous for charging for!]
Now, I’m not sure what our policy was to do in these situations, but I was pretty sure this wasn’t it. I needed to be able to transfer her to another department, but I couldn’t get a word in.
G: and you and your company held me and my daughter hostage!!! She wouldn’t let us leave until we paid!!! I didn’t even want [item!] BUT THEY CHARGED ME!
G: I am furious! I can’t believe it! I’ve talked to an attorney! The attorney said that I could have legally beat your employees!
Me, trying to get a word in: I-
G: YOU HELD MY DAUGHTER HOSTAGE. she is 11 and she’s never been in jail or held hostage before!!!
G: SO WHAT ARE YOU GOING TO DO?
Me: I’m going to have to transfer you to another department that handles these calls.
After that call, they said we could then interurpt guests and let them know we had to transfer them immediately, but I’ll never forget it.