Contact Us

Here's a customer support phone conversation:

Me: “Thank you for calling [bank], how may I help you?”

Customer: “Hello, I seem to have a problem with my online banking.”

Me: “Okay, I’d be happy to help…”

(I identify her and find nothing wrong with her accounts, flags or overdrafts.)

Me: “I’m sorry, ma’am, but I’m not seeing anything wrong on our end. Can you describe what the problem is?”

Customer: “I don’t know what the problem is. I just got a message from you that said ‘Contact Us’.”

Me: “Okay, can you read me the message you received?”

Customer: “It says ‘Contact Us’.”

Me: “That’s all, contact us and that’s it? No explanation?”

Customer: “That’s all! It just says ‘Contact Us’ in blue letters right above my messages.”

Me: “Wait, above your messages? You mean the link?”

Customer: “The what?”

Me: “Ma’am, the blue message to contact us is a hyperlink to a blank letter. It wasn’t telling you to contact us; the link is always there for feedback, like a suggestion box.”

Customer: “Oh… well, can I please speak with your supervisor! I cannot be the only one who thought this!”

(I transfer her over and proceed to bang my head against my keyboard.)

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