Wednesday is story day (of course) and this week is no exception. This story today was inspired by a transaction I had with a major retailer where I needed to go on-line and discuss the problem with a chat service. I often wonder where management got the idea of on-line chat as a problem-solving device and why they think it works. Here is the story titled Chat.
Chat by John W. Howell
“Hello, my name is George how may I help you?”
“Hello George. I have a product I need to return as it is defective.”
“I can certainly help you with that. Who am I chatting with?”
“This is Frank.”
“Oh Hello Frank. What is the problem.”
“Well George, I bought this gun through the mail order and I find it does not work.”
“……..Can I have the order number, please?”
“Yes it is 15567396672211336.”
“Thank you. Let me check………….Oh yes, here it is. I see you ordered a 9MM Glock and 100 rounds of ammunition.”
“Yes.”
“And you say it does not work. May I ask what doesn’t work.”
“When you aim the gun and pull the trigger, it doesn’t always fire.”
“I see. Have you tried loading the weapon before pulling the trigger?”
“I always load the weapon.”
“And have you tried pulling back on the slide to inject a round into the chamber.”
“I always cock the weapon.”
“Have you tried releasing the safety?”
“I always release the safety.”
“Do you put your finger on the trigger and pull?”
“Yes.”
“……….one moment until I check with the tier ll techs. Yes, it appears your weapon has some kind of problem. How may times has it failed to fire?”
“Twice.”
“Can you detail these two incidents for me.”
“The first time was when I asked the clerk for the money and she hit the alarm. I shot into the air to scare everyone, but nothing happened. The second time was going out the door of the bank and running into a bunch of police.”
“I think you will need to visit one of our authorized service centers for repairs.”
“I’ll do that George in twenty years. Thanks for your help. I have to shut down now for lights out.”
“Have I answered all your questions and is there anything else I can do to resolve this problem?”
“Sure. Sit on this George.”
“Would you like to remain and fill out our customer satisfaction survey?”