People unclear on the concept. So, I do customer service for a marketing company and our present client is a homeschool company. The first week of February we started taking orders for standardized tests, scheduling dates in March and April to complete the test. Tomorrow is the last day to get in the test (has to be in possession of the homeschool company).
Her: What do we need to return?
Me: Everything that was in the packet we sent you.
Her: Does that include the instructions?
Me: Yes. Everything.
Her: Does that include the score sheet?
Me: Yes, everything that was in the packet needs to be returned.
Her: Does that include test questions?
Me: Ma'am, every single item that was in the packet, all of it, every last item has to be returned.
Her: Does that include the list of items?
Me: (trying desperately to hold on to my patience). Ma'am, every single item, every list, every booklet, all of it, every single thing that was in the packet we sent you, every single item, all of it, has to be returned.
Her: When does it have to be returned?
Me: By tomorrow.
Her: Don't we have a turn around time?
Me: Ma'am, we started taking orders for the test back on February first. We explained then the start dates, the last of which was April 30th. The test was supposed to be started no later than April 30th.
Her: But what if we got a late start?
Me: Ma'am, we stopped taking orders on April 15th and we instructed people to start no later than April 30th. It is now May 13th.
Her: But what if we had someone else taking the test?
Me: Ma'am, the test has to be returned by tomorrow. Tomorrow is the last day to get it in. It has to be sent in.
Her: Can you check when the tests were sent out?
Me: Ma'am, the last of the tests were sent out on April 16th. We told people then and before that the tests have to be started no later than April 30th and back to us by May 14th. We sent out reminders by email and physical letters. The test is due tomorrow.
Her: Are you sure about that?
Me: Yes ma'am.
Her: What time does it have to be back?
Me: five PM
Her: I thought we had a turn around time.
Me: Ma'am, the test is due back here tomorrow. It is the last date to get it in.
Her: Let me check, hold on
(Very long pause)
Her: What if we don't have everything?
Me; Send back whatever you have, everything that was in the packet.
Her: (moan) ooookay.