'[I] called someone out for their lie': Couple calls agency with bogus claim, call center rep shuts down their lies

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Remy Millisky • Writer and Editor
Dec 3, 2023 3:00 PM EST

This woman told a whopper of a lie, but she wasn't expecting to be called out. 

Customers learn their behaviors by reinforcement. While it might seem obvious to you to be pleasant to the person on the other end of a phone call, not everyone acts that way. Some folks have been conditioned to believe that the louder and more demanding they act towards customer service reps, the faster their problem will be solved. In reality, as call center workers will tell you, this is almost never the case. 

Most call center workers have to read a script to you. Even if you rant and rave, that customer service rep does need your home address and your email. You're not changing anything by raising your voice, I promise. Just calmly tell the person all your information, explain the issue as succinctly as possible, and then ask them what they can do to help you solve it. Because reps are used to dealing with grumpy people, they're often especially helpful if you're nice. They will go the extra mile to solve your issue, and neither of you has to throw a fit about it. 

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  • Not to mention that like this rep, u/jgpanr100, they can see all your information about you on their computer screen. They can see if you shouted at the last person who helped you on a call; they'll know if you've cancelled your service and rejoined before. Don't mess with these people, especially folks like the OP, who aren't afraid to stand up to their customers. 

    Check out the whole story below, then check out the exact moment these workers started feeling their age, like one person who realized, “I had a young coworker not know how to write a check.” 

  • 01
    'She tried to tell me how she was waiting for 7 hours in our office'
    via John Tuesday on Unsplash
  • 02
    Called someone out for their lie S So, I work for a government office. The location I work at is small and generally we get up to about an hour wait at our busiest times. It's annoying, but better than other offices where you can wait 3 hours to be seen.
    via u/jgpanr100
  • 03
    This girl and her bf call up asking for an appointment for a walk-in service. When I told her we don't do that-because then we might as well be appointment only since everyone wants an appointment for a walk in service-she tried to tell me how she was waiting for 7 hours in our office and that she was told by other people she wouldn't get seen without an appointment.
    via u/jgpanr100
  • 04
    I asked her what office she was at and she confirmed the address to my location. I know she's lying because our wait today hasn't gone above 40 minutes. I'm able to see our wait time and how many people are there in real time, so I can promise that she wasn't in our office waiting. You have to sign in and take a number to be seen so there's no way she was being ignored without management being able to see it immediately.
    via u/jgpanr100
  • 05
    Anyway, I told her that we only had 4 people waiting and it was only a 20 minute wait. You could hear her "deer in a headlight" stare as she stammered and asked I could know that. I told her I work at the location she claims she was at and she was not waiting that long. She just quickly said "okay" and hung up.
    via u/jgpanr100
  • 06
    People seriously think that they can just lie and get whatever they want. Girl, I can tell when you are telling the truth. Technology lets us see it. You think you're going to call and force us to give you special treatment because you don't want to wait in line like everyone else? Nah. Go do your walk-in issue online or wait in line like the rest of the world does.
    via u/jgpanr100
  • 07
    queenofcaffeine76 Yep. "I waited on hold for more than 30 minutes" longest hold time of the day was 7 minutes "That sales guy told me this would work for my application" you placed this order yourself online and haven't called before today "The nearest [shipper] location for me to take my return is 100 miles away" what about the one 0.3 miles from you ON THE STREET YOU LIVE ON?
    via u/queenofcaffeine76
  • 08
    jgpanr100 OP. I love when I call people out on stuff but normally they will fight me more. I think she was expecting to get someone from our 1-800 general service line and didn't know what to do when I told her I work at the office she was complaining about. Very satisfying
    via u/jgpanr100
  • 09
    EndaerMaum I've called 10 times today and spoken to 10 different people sees one call in the last 3 months
    via u/EndaerMaum
  • 10
    Mistraloysius Mithrax. "The last person told me X..." Looks at notes. Last person very clearly said no to X.
    via u/Mistraloysius Mithrax
  • 11
    Melt185 "I spoke to a gentleman in your office last week." Um, nope. Only women up in here.
    via u/Melt185
  • 12
    LeaLaurine "I've been on hold for 45 minutes!" Well I've been sitting here for 5 minutes waiting for a call to come in so I know you're full of it.
    via u/LeaLaurine
  • 13
    Dettawalker_19 Honestly, what was her endgame here? Was she really trying to avoid a 40 minute wait for governmental business? I've waited longer than that at the doctor where I did have an appointment.
    via u/Dettawalker_19
  • 14
    LeaLou27 I currently work in a doctors office and we have this problem!! We have a system where we can see calls waiting and waiting times, people love to say it's been 10/15/20 minutes when it has been less than 3!!
    via u/LeaLou27

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customer service workplace-stories call center jobs job phone call call lies work customers phone lying tales-from-call-centers workplace
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