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We had a customer come in last night, who, in spite of being in his 60’s or 70’s, acted liked a 5 year old! He came in, hoping that we could help with a customer service issue. We can call customer service directly from the store, and his issue was, he has power of attorney for his elderly mother, and wanted to change the address of her store charge to his. However, he is not an authorized user on the account, so they were requiring him to send them a copy of the POA document, before they would do that. SO the manager gets CS on the phone, and explains the situation (in the meantime, he’s gone out to his car to get the “LEGAL DOCUMENT” that gives him POA). I can hear the manager, and I guess she told the manager, he needed to send in a copy of the POA in order to make ANY changes to the account.
Pretty simple, right? I know that most banks, cc companies, or anyone else requires this as well. Otherwise, ANYONE could mess with your accounts, etc. So the CS rep tells him this, and he pitches the biggest hissy fit I’ve ever seen from an adult! Saying how she is rude and unprofessional, and that all he wants to do is change the address, and how if she doesn’t do it, he’s going to call the state atty general, blah, blah, blah.
He then DEMANDS her supervisor, and then I guess got the same answer the rep gave, and then demanded the supervisor’s supervisor. The final outcome was he would send in the POA, and then they would take care of it…it also seemed like he felt entitled, and wanted to speak to someone at the top right off the bat, rather than a “lowly” (in his eyes) CS rep. I also want to add he was loud and obnoxious to boot! I meant he agreed to do what was asked of him, finally, once someone higher up told him….what an ass!
So once that was taken care of, he continued to whine and moan about the care his mother was getting, etc. etc. etc. – I was trying to ignore him, but I finally went in the back, and called the store on my cell, as a diversion….to get him out! Told the manger, and she thanked me.
Pretty simple, right? I know that most banks, cc companies, or anyone else requires this as well. Otherwise, ANYONE could mess with your accounts, etc. So the CS rep tells him this, and he pitches the biggest hissy fit I’ve ever seen from an adult! Saying how she is rude and unprofessional, and that all he wants to do is change the address, and how if she doesn’t do it, he’s going to call the state atty general, blah, blah, blah.
He then DEMANDS her supervisor, and then I guess got the same answer the rep gave, and then demanded the supervisor’s supervisor. The final outcome was he would send in the POA, and then they would take care of it…it also seemed like he felt entitled, and wanted to speak to someone at the top right off the bat, rather than a “lowly” (in his eyes) CS rep. I also want to add he was loud and obnoxious to boot! I meant he agreed to do what was asked of him, finally, once someone higher up told him….what an ass!
So once that was taken care of, he continued to whine and moan about the care his mother was getting, etc. etc. etc. – I was trying to ignore him, but I finally went in the back, and called the store on my cell, as a diversion….to get him out! Told the manger, and she thanked me.
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