Here’s a conversation I once had about my new credit card with Customer Service representative. It’s almost word for word (as far as I can recall). The last part was awesome.
Me : Hi! I’d like to add an alternate ship-to address to my credit card please.
Her : You mean you want that for today?
Me : Well … it doesnt need to be done right away … if it takes a couple of days thats ok.
Her : No, it is only good for one day.
Me : What!??
Her : We can add an alternate address to your account for one day.
Me : But eerrr I dont move around that much. Is there any way to add it permanently?
Her : No ma’am. I’m afraid not.
Me : Why not?!
Her : We dont do that ma’am.
Me : Oh well … then could you put in a request that this be added?
Her : I can add a note to your account ma’am.
Me : I meant …. like more of a “suggestion-that-someone-might-listen-to” sort of thing.
Her : You can write to our Correspondence Centre ma’am.
Me : I’m not really interested in writing letters for now, I just wanted to make a suggestion. Is there anyway it can de done by a phone call?
Her : You will still need to write a letter ma’am
Me : That seems a little inconvenient dont you think? Dont you care about hearing what your customers want?
Her : No ma’am. That is why we have a Correspondence Centre.