"Customer Service Tales" by Elena Goodrow

Today’s post is a new and unusual format that is inspired by the randomness of my mind. I have worked in the customer service industry for many years now, which has resulted in many bizarre interactions with people. I had a particularly unusual experience just this week that was so mind boggling I can’t stop thinking about. This is why I decided to put together this post. I would love to share my favorite “crazy customer” stories with you. However, remember that this all comes from a place of kindness. I try to never place judgement on others, I have no idea what they may be going through. I hope that my funny stories bring a smile to your face, as they certainly do that to me.

Let’s start with my experience this week. I currently work for Walgreens as a pharmacy technician. As we all know far too well, dealing with pharmacies can be so frustrating. I’ve certainly lost my cool when I’m on the phone with my many speciality pharmacies. I’ve been yelled at many times as a pharmacy technician, and even though it can be upsetting I always remind myself of my own difficult pharmacy experiences. What happened the other day however was not someone yelling, it was much weirder. A customer came in that I had never seen before, and we were just finishing their prescription. I told them to have a seat as it would be only a few minutes until it was ready. For privacy purposes, let’s say their last name was Smith. I called out “Prescription ready for Smith!” and the customer came walking over with a disgruntled look on their face. They say, “That would be Doctor Smith to you!” with great frustration in their voice. I was taken aback but I responded with, “Oh, I’m sorry! Thank you for telling me, doctor.” I was a bit confused, I had never seen this person so how would I know they were a doctor? Whatever, I carry on and hand them their prescription. As they are leaving I say, “Thank you, Doctor Smith! Have a good day!” They turn around, lean in close, and say… “Thank you Doctor Elena!” Then they walk away. I stood there with a jaw drop look on my face. My coworker says, “Why did you call them doctor? I know them and they definitely are not a doctor.” I have no clue what happened. Now I can’t stop thinking about this interaction. 

One of my favorite stories from my days of being a barista actually happened within my first couple weeks working at a local coffee shop. A man comes in and orders a plain black coffee. I pour him a cup and send him on his way. He sits in the cafe with a book for a while, and I go to wipe down tables several minutes later. He calls me over and says, “Miss! My coffee tastes like toenails!” So I respond with, “Oh dear, I’m sorry about that! Let me get you a new cup.” He interjects and says, “No no no, this one is fine.” and goes back to reading his book. Not only was I confused, but I was also wondering how he knows what toenails taste like? Oh well…

Finally, here’s my last story that also took place at that same coffee shop. I was working on a very busy Saturday and a woman came in fuming. She says that she purchased a bag of coffee from us the prior week and that it tasted horrible. I told her I was sorry to hear that, she had purchased our most popular one. I began trying to problem solve with her, I asked her what method she was using to make her coffee and what tools she was using. Working as a barista I learned how much a small difference can make to the taste of your coffee. She was very upset and said I was calling her stupid, however I don’t recall saying that. She demanded that she return the bag of coffee. When she pulls it out of her purse, I see the bag has been torn open and almost all of the coffee has been used. The bag is nearly empty. I calmly and politely say that we unfortunately are not able to accept a return on a used item. She was not pleased. She proceeded to scream at the top of her lungs in the very crowded cafe, every single person was watching. “You are a ridiculous imbecile! I’m going to get you fired, they never should have hired you here! I can’t believe they let idiots run this place! You are a cruel, cruel little girl missy!” I stood there, a bit in shock. After what feels like years she finally finishes yelling and leaves. All the customers in the restaurant came up to me and said they were so sorry that it happened and that I was doing a great job. I was thankful for their kindness and put the whole situation behind me, until I got a call from my manager. The woman had left a two paragraph long review stating that the very mean barista was yelling at her and making a scene. She said she was embarrassed by the barista’s behavior and that she hoped that the barita was fired. Needless to say, she never came back. My manager was horrified that this happened to me and completely believed my side of the story, thank goodness.

Working in customer service has taught me how to keep a straight face and show limitless compassion. I never know what someone is going through, and while the interaction can be upsetting at times at least it’s always a good story!