r/maliciouscompliance - Cocktail Manager SCREAMS at ME for THIS?!

hey everyone and welcome to story time my name is Jake and today we are gonna be looking at the subreddit our such malicious compliance where people conformed to the letter but not the spirit of a request if you new around here please do hit subscribe down below so that you never miss out on another video but for now let's sit back relax and enjoy some malicious compliance close all of your accounts sure thing this malicious compliance comes from my time working at a bank in their contact center I literally have hundreds of stories about that place and its customers but today I'd like to share a story that has always brought a smile to many a suffering customer service co-workers face about the time we got one back for the good guys back story I was employed as a customer service officer I'd been with the bank for about 18 months at this point mostly working afternoon shifts but recently the bank had to move to a 24 hour customer service model so while most of the bank would be closed head office complaints credit etc we were still open let me set the scene it's around 10 p.m. midweek fluorescent lights flicker overhead the core board empty and I'm literally counting the seconds left in my shift ready to go home phone called pops onto my screen I think ah I always get a call just before I finish me mustering my best customer service voice hi thanks for calling the bank you're speaking with absurd nihilistic how can I help you I hear nothing but dead air so I start to repeat myself hi you're speaking with when I hear the tone of voice and words every contact center worker has heard at some point it just lets you know you're in for a great call not oh yes I'm here God what takes you people so long to answer what are you doing as noted before there was no calls on the board this customer didn't wait in queue he would have dialed through to the IVR to enter his customer number and PIN before being put through to me maximum 60 seconds me trying not to provoke any further and get this customer off the phone as quickly as I can so I can go home oh I'm sorry about that our system doesn't show a cue but I'm sorry that you had to wait what can I do for you this evening customer seems to settle down and starts explaining that the reason for the call was the interest charges on the most recent credit card bill he was sure they were a mistake because I always pay my bills on time and I don't like paying you bloodsuckers any more than I have to charming I know so I place him on hold to look at his account I started looking at the payment history when payments were due such received what the balances were etc then I quickly looked at the customers interaction notes this is where the bank records any contact with the customer as well as any fee waivers special interest rates etc and I see an interesting series of notes from colleagues of mine stating things like customer advised interest was charged due to full payment not received by due date customer threatened to close all accounts with bank manager approved interest waiver notes like this went on for months until there was a note from the head of customer relations and retentions stating if customer threatens to close accounts to seek waiver of fees interest or other charges please process immediately no retention authorized I was a bit shocked because usually the bank would do a lot to keep existing customers like they told us in training it's cheaper to keep a customer then it's to gain a new one so I call over my night manager to read the notes and give him a heads up I've got a feeling the customer is going to be demanding another interest waiver my cool night manager said well if he does do what the note says total hole time maybe two minutes I take the customer off hold and thank him for waiting about time my time is very valuable you know so have you fixed it yet I start explaining that the interest charges are valid because he didn't pay off his balance before the due day he goes ballistic he starts calling me every conceivable name under the Sun and mid-sentence stops he plays it like he's just had an idea fine if the interest charges are valid I'm going to close my accounts I want to close my accounts with you now at this point I'm excited about putting him in this place but I also wanted to cover my own butt so I asked so just to be certain you are instructing me to close all of your accounts with us including your credit card savings account and transactional account are you stupid that's what I said ladies and gentlemen we got him me grinning my butt off okay no problems how does place you on hold to do that for you I hit the whole button fast just as I heard him say no I with my night managers help we closed his accounts his savings account was a term deposit so by breaking the term early he had to pay an early access fee of 10% of the balance we used the money in his transactional account to cover the outstanding balance in his credit card including the interest and sent a request for a check to be issued for the remaining money I took the customer off hold again thank you for your patience as requested your accounts are now closed was there anything else I can help you with tonight if I thought the customer went ballistic before oh boy there was talk of suing the bank suing me suing my night manager suing ahead of customer relations and retentions that we were guilty of discrimination but I didn't have the authority did too what I did he's going to call the police we're thieves some other ways of telling me how useless I am and how I can you know you get the picture me still smiling because I know hi not anyone else at my bag we'll have to deal with this douche bag again sir I understand you're upset however on a recorded phone call you instructed me to close your accounts I have complied with your wishes as there is nothing else for us to speak about tonight thank you for calling the bank have a good night and hung up on him before he could say another word my night manager created an incident report and sent it to the head of customer relations and retentions with an attached copy of the call recording I later found out head of customer relations and retentions sent the customer a letter telling him he was banned from our bank for life due to the vile and disgusting way he had spoken to me we would never do business with him ever again and if he called or visited a branch we would be the ones calling the police do you want to know what the total interest charges that stated all of this $30 his term deposit had $20,000 in it he cost himself $2,000 in early exit fees because he thought he could bully his way out of 30 dollars in interest or that $2,000 has got a her especially when you try to get out for $30 but it serves him right want me to leave the cocktails to the experts sounds good so a few years back I worked in a pub I hated the place and the people within management who just didn't care about their staff bar staff who didn't understand the concept of teamwork etc so on a Friday night we offered two-for-one cocktails which were generally quite popular very middle-class area lots of yummy mummy types on there one night off from the kids which is fine you do you just don't be an entitled prick about it Pub had a system on a Friday the rest of us lowly bar staff would do the usual pop eins vodka redbulls definitely a large glasses of wine while two specially trained members of staff would stick to the cocktail bar honestly not the worst system in theory in practice however so Friday night begins it's a busy one so we're all going full throttle until I walk past the cocktail prep area and notice the tickets are piling up and the cocktail girls are nowhere to be seen taking some initiative I get started on making some drinks here I should mention I've worked bar jobs the majority of my adulthood I know how to make cocktails especially the very basic ones available at this bar and even if it wasn't essentially second nature to me at this point the instructions for each drink are quite literally taped to the back of the prep station essentially I know what I'm doing I'm about halfway done with the tickets when my manager appears and reprimands me for making cocktails when I'm not trained reminds me that I should leave it to the experts and get back to the at this point very quiet rest of the bar I tried pointing out I have no idea where these experts have vanished - they've been gone for about 20 minutes at this point and that I've had more extensive training in previous jobs but he won't hear me yells that I've been told before and that under no circumstances am I to prepare or assist with cocktails in any way other than delivering tickets and that these things should be left to the experts so I decide that sure you want your experts on it I'll leave them to it as the night goes on I take orders and find myself to be not very busy I take some cocktail orders print the tickets take them over and add them to the ever-growing stack and go back to just standing around there are about five of us regular old bar staff at this point just standing around since everything that needs to be done has been done and other than a few elderly regulars everyone wants cocktails however the two girls are somewhat overwhelmed at this point and the manager is helping them out customers are coming up to complain requesting refunds and to cancel their order which requires a manager to do so the manager more than a little flustered at this point comes over and sees all of us standing around and demands we do something we kindly point out that everything has been restocked glasses collected garnished prepped everything cleaned to within an inch of its life customers are being seen to when they appear and there's nothing else that any of us lowly lot can do without his permission or assistance so he makes a request that anyone in his position would make okay go help up the cocktails they're overwhelmed the others hop to it while I stay where I am he isn't impressed and verbalizes as much until I remind him under no circumstances am I to assist cocktails in any way but I'll happily bring tickets over for them but as he kindly pointed out earlier I'd been taught previously and I wasn't going to go against his orders again now was I he was angry but couldn't actually find a valid argument and just stormed off throughout the night I watched as he and the experts struggled to keep up I dealt with customers complaining that their drinks were taking 30 plus minutes to arrive and candidly explained that unfortunately I wasn't able to assist in making their drinks as I was under strict instructions and who was I to disagree with a manager surely cocktails aren't something you have to have extensive training in like they said there was instructions literally printed out so you could just follow them surely but raped me in front of my principal for not communicating with you about your child's grades enjoy embarrassing yourself so flashback to my first year of teaching I was a 21 year old middle school teacher fresh out of college and extremely green I was admittedly shaky when it came to parent communication it is quite intimidating to speak to a parent as an equal when you are less than 10 years older than their children many of them were old enough to be my parent which made things awkward for me enter evil mom her daughter lazy diva did absolutely nothing in my class except stir up drama be extremely rude and obnoxious and generally anything but do her work now student grades are easily accessible at all times through an online Parent Portal so I have always been the opinion that parents should never be surprised by grades at the end of the quarter so the end of the second quarter is drawing to an end and I get an abrasive email from entitled mom demanding a parent slash teacher conference with an administrator present of course teachers are instructed to meet with a parent anytime they want a conference one of my assistant principals sat in on the meeting from the moment the evil mom Sacre's from me I knew we're lazy diva got her attitude evil mom was belligerent accusing and rude she began to angrily accuse me of causing her daughter to fail somehow my fault basically I should have done everything under the Sun to make sure she didn't fail I should have contacted her early I should have sent home some extra copies I should have been checking lazy divas agenda etc while I admittedly should have called her early her chewing me out in front of my boss was the most embarrassing moment of my career my assistant principal worked out a compromise that went like this since evil mom didn't want a lot of phone calls apparently a busy person it was agreed that I would write a note to evil mom in lazy divas agenda every Friday about her grade and her missing work embarrassed and chastised I could barely look my boss in the eye I resolved that I would comply to the fullest so much so that it would be annoying I would be above reproach so that she could never berate me like that again however I never could have imagined the incredible events that followed in the weeks that followed I not only wrote in lazy divas agenda but I printed up lists of her missing assignments progress reports and letters home and stapled them to her agenda I did this every week without fail and lazy divas behavior did not change by the end of the third quarter she was missing eight assignments and was failing my class yet again lo and behold I get an email from evil mom demanding a parent-teacher conference with a principal present she arrives and starts in on me again about how I'm unprofessional and how I'm not supporting her daughter and how yet again I had failed to notify her that her daughter was failing then the realization struck me she had never looked at the agenda I painstakingly stapled progress reports letters and missing work to her agenda for nearly three months and she never once checked a grin broke across my face can we look at lazy divas agenda there's something I think you should see evil mom leaves the room and comes back with lazy Divas agenda I begin flipping through the agenda showing her every single page that I wrote on or stapled now if you'll notice I have written in lazy deepens agenda and stapled progress reports lettuce to you and lists of missing work into her agenda every single week since we last spoke as per our agreement are you telling me that you didn't check her agenda once blood drains from evil mom's face as she realizes her credibility with my principal is now gone at this point in the quarter is it too late for your child to turn in makeup work please be sure to check your child's agenda every Friday for an day concerning her progress in order for your child to be successful you need to be involved do you have any questions evil mom now stammering with excuses and apologizes for not checking by this point I could tell that my principal was stifling laughter so I knew that I at one evil mom left very quickly and I never received one of those harsh emails again lazy divas behavior didn't improve at all but I wrote the satisfaction of that w all the way through to summer while the Apple didn't fall far from that tree did it hey everyone I hope you all had a really good day and that you enjoyed that video if you want to check out some of the videos then click on screen right now or check out the playlist down below if you enjoyed that video then please do leave a like and if you want to submit your own stories then you can do so by joining the discord in the top link in the description but thank you so much for watching and I will see you very soon

Channel: Storytime

Views: 141,683

Keywords: reddit, r/, Storytime, r\, sub, subreddit, best of reddit, reddit top posts, episode, story, time, stories, reddit stories, reddit story, r/maliciouscompliance, r/idontworkherelady, r/prorevenge, r/choosingbeggars, malicious, compliance, maliciouscompliance, r/malicious, r/compliance, reddit maliciouscompliance, rslash maliciouscompliance, Manager, Boss, CEO, Company, Business, bar, Burger, Food

Id: R0yfe8WoX5U

Length: 18min 44sec (1124 seconds)

Published: Mon Jun 17 2019