Just happened five minutes ago. I get an ethnic customer whose first language isn’t English so we are already starting off at a language barrier disadvantage..
The call went something like this:
Customer: I have a letter saying I need to call you before I make a payment?
Me: ok well I see—-
C: *cuts me off for the first time* The letter told me to call
Me: ok? What else does the letter say?
C: *starts to talk over me* to call you before making a payment. It also says *gibberish letters*
Me: I’m sorry what?
Me: no I didn’t understand you? What did you say?
Me: no I am asking you, what did you say, what are you asking me.
C: *cuts me off again* oh I said the letter states *more gibberish I’ve never heard of before*
Me: I don’t think thats relevant to the account. To send a payment you need the check number, check amount, to sign in, and the date.
C: ok so you don’t know.
Me: *sighs* how can I assist you.
C: the paper said to call you.
Me: what paper.
C: the paper…
Me: okay. So you called us, what do you want us to do?
C: it just says call you.
Me: okay. So do you want me to verify anything for you?
C: *cuts me off* yes.
Me: *still speaking to him* or do you want me to notate the account saying you called in?
C: *cuts me off again* yes
Me: which one what can I do to help you?
Me: *sighing*. Ok. I will notate the account that you called to alert us to make a payment.
C: * silence*
Me: ok well I’ll notate the account anything else you need me to do?
C: we’ll the letter…
Me: I notated the account, if there’s nothing else I can do. Thanks for calling in.