COM0014 – Blog #6: the little white lie

Photo by Artem Beliaikin

What is your favorite customer story?

A few months ago, I had called H&M’s customer service line to have them put a pair of pants on hold for me (the company uses a general phone line to avoid calls to their flagship stores). However, despite their best efforts, each time I called, the person on the end put the wrong item on hold for me at different stores all across town

Frustrated, as this happened quite a few times, I decided to call a last time to make a complaint. However, since my name had been used regularly, and the employees could associate my name with a face, I decided to used the false name Kelsey!

Photo by Negative Space on Unsplash

I could never even image what was going to happen next. The man at the end of the line was very sympathetic to my situation and promised generous coupons for my troubles. What great customer service! The only problem was he needed to send them to my email address. I panicked, I had no email address associated with the false name, and worse, my email address is MY full name! So, I gave him my email address and passed it off as a sibling. The hole was getting deep, but surely, he wouldn’t know me from H&M headquarters in North Carolina!

As soon as he heard my last name there was a distinct pause. Do you know Ashley he asked? I did, she is my first cousin. With glee he explained he had connected with her on ancestry.com and that they were distant cousins, making us too relatives.

What were the odds! After the call ended, I quickly called my cousin to explain the whole situation but to my surprise this man had already written her. She cheerfully asked, “who’s my cousin Kelsey?”

Moral of the story: avoid white lies, you never know who you’ll be related to!

Do you have a funny customer service story?

Have you ever been caught in a white lie?

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