I work in customer service, and we get calls from all types of customers, some are super easy to communicate with and some are not. Lately the most difficult type of customer for me has been the old, hard of hearing man, and here is why!
Several times this week, I have had middle aged, or older men land on my phone line, and due to their poor communication skills, it resulted in a frustrating experience.
EXAMPLE 1
ME: ESS I'm Natalie, how may I help you today
HIM: Yeah, I've got a 20 foot trailer I'd like to store
ME: Okay, sir I'd be happy to assist you with that today, is it a utility trailer, toy hauler ...???????? what type of trailer is it?
HIM: IT'S A TRAILER!!!!! (Using that you're a stupid woman tone with me)
ME: Is it a camping trailer by chance?
HIM; YES!!!!! (in a pissy I'm tired of talking tone of voice)
I proceeded to find a spot for a "camping trailer" which is an important distinction, since they're all different heights, and there are different requirements on those... but my hell to get pissed off because he calls me with a vague question and when I ask a clarifying question, he gets pissy with me as if I'm the stupid one! JERK!
EXAMPLE 2 The worst offender:
Me: ESS My name is Natalie, how can I assist you?
HIM: I've been storing with you for 12 years, and I'm looking in the yellow pages and I can't find your number, what is the number for Springfield?
Now...bear in mind he called up my Philadelphia Wayne Junction location's number, so I see that he's a customer, but I wanted (like I always do) to clarify and make sure it's the Wayne Junction number, because I heard him mention Springfield, and since I'm a nation wide number and Springfield is a brand new property, I wanted to make sure he wasn't someone calling the wrong company (which happens a lot with old people) They call up their storage business thinking we're directly assistance or something! Very common occurrence!
ME: Okay, I see you're calling the Wayne Junction number, is that the location you're looking for?
HIM: SPRINGFIELD!!! Can I get the number or not!!!
Bear in mind he's hard of hearing, so I literally had to shout this phrase to him about nine times already!
ME: OKAY, sorry sir, I'm just trying to clarify the location, since I'm a national number and you're calling our Philadelphia location's number, which location are you trying to reach... Springfield what?
Of course despite my yelling into my headset, and speaking very slowly, and trying to figure out what the hell he wants as I'm not directory assistance..... and I've never heard of a Springfield site, I'm making sure of the number he wanted! I mean why would you call Wayne Junction, if you really wanted Springfield? Hasn't he heard of directory assistance?
At this point he's getting pissy with me, and acting like I'm the stupid person ( I'm quite sure this happens to him a lot) Finally I tell him "Sir I'm just trying to figure out which location you're asking about, since we have several in the area, let me pull up your account info, and I'll check to see which location you're storing at.... of course he didn't hear me and he went off on a tangent, because he only heard a fraction of what I said and assumed I can't help him... he completely went off on me in a wrong communication direction if you get my metaphor!
To keep a long story short, I pulled up his account my his full name ( getting his name was like pulling teeth) where he was storing at and got him the number, after much push and pull, and lack of cooperation on his part, plus he needed a hearing aide (that would have helped a ton) I got him the number, had to repeat it to him several times and remind him multiple times his location is now closed as it's after six pm now.
He asked for my name, I said "Natalie" very slowly and clearly
HIM: Madelyn???
Me: no, N-a-t-a-l-i-e Natalie!
HIM: Natmalee??
ME: No, it's..... N-A-T-A-L-I-E! NATALIE!
Geeze finally he got it, and hung up...
Ironically my very next caller was a woman here is how it went:
ME: ESS my name is Natalie, how may I assist you today?
HER: Hello, I'm looking for the phone number to your Orem, Utah location just off of Center Street, could you give me that number?
ME: I'd be happy to... (breathing a sigh of relief) finally someone who can ask a clear, concise, question and has ears that work too! ..............it's bla, bla, bla, bla bla.....
Now why the hell can't men do that? Luckily my shift was over, and I can pour myself a stiff drink!
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