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I’m a customer service manager for an e-commerce company, and I was helping out our frontline queue with their call volume. M is me and C is the customer.
M: Thank you for calling <company>, this is im_mr_b, how can I help you today?
C: Hello, I have a question. Your company has pages for Canada and the UK?
M: Yes, we do!
C: Why?
M: So that our customers in those countries can see items that are in their currencies, and get accurate delivery times to their addresses in those countries.
C: Whatever – I noticed that there’s actually a typo in both of these pages.
M: Oh? Would you be able to tell me what pages the typos are on and I can send a message along to those teams?
C tells me the URLs…
M: Okay, I’ve got them up here.
C: See where it says “favourite”? It should be without a U. I can’t believe you guys would make such a mistake twice!
M: (Muted for a few seconds before I replied) So ma’am, in those countries, that’s how “favorite” is spelled.
C: Have you been to these countries?
M: Yes, I’ve been to Canada and this is how it’s spelled.
Silence and then the customer hung up.
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