Although I feel like I'm having a conversation with myself in this thread, I would still like to share something that happened at work today. A customer came in last night (when I wasn't working) & returned 2 books she had ordered from us & needed a refund; the customer called & spoke with me this morning saying that last night someone from my store had called her to ask her to come back into the store because the refund wasn't processed properly to her credit card. However, the way she tried to explain this to me did not make any sense to me & I had to get her to explain what she was asking me at least 3 times before I had an idea of what went wrong (none of the other cashiers left a note for me this morning explaining what had gone wrong). The customer was understandably frustrated with me & said she'd call back when the cashier who had made the mistake came in for his shift, so I said ok. A few minutes later, I realized what had happened so I called the customer back & let her know it was possible to correct the mistake over the phone if she wanted, all I needed was her order information; she seemed pleased that I could do this for her, but needed to call me back in a couple minutes. When she did, I was able to properly process the refund & get her credit card refunded properly; I apologised for the inconvenience we had caused her & thought that she was satisfied that the mistake had been corrected. Anyway, later in the day, about 15 minutes before the cashier came in who had made the mistake the previous night, the phone rang & with our caller ID I could see that it was the customer calling back (I had told her during the first confusing phone call when the cashier's shift would start so that she could speak with him). I answered the phone & she immediately hung up without even speaking; about a minute passes & the phone rings again, & I see it's her again, so I pick up again, thinking that maybe she mistakenly hung up the first time, but she immediately hangs up again! This really irritated me, mostly because she didn't even have the courtesy to speak to me (to ask for the other cashier, or whatever). I thought that would be it, but she called back a couple hours later & when I answered the phone this time, she just said, 'Sorry, I have the wrong number.' Afterwards, we joked how I should answer the phone next time, or if I should just hang up on her. For whatever reason, this situation really bothered me. I felt that I helped the customer get what she wants, so there's no reason for her to be calling us again; or if there was still a problem, why couldn't she at least speak to me? Anyway, the cashier who had made the mistake ended up calling her & leaving a message on her machine, I don't know exactly what he said, but I hope it satisfys her.
