The French Connection (aka part 2 of the keyboard!)

okay, so assuming that you have read the first part of the computer/keyboard story, I will carry on with my never ending adventure to the correct store for exchanging the keyboard.

DISCLAIMOR: names have been changed to protect the guilty! Just sayin'!

As I arrived in the Future Shop parking lot, feeling EXTRA relieved as I knew I really was at the right store this time, there was a spring in my step with each foot placed closer to the front door.

Unfortunately there was an instant recognition as I approached the customer service counter, that the person behind it was probably not going to be the one who could help me. Sigh....her name tag said 'ms.trying to be helpful', so I continued. Hi 'ms.trying to be helpful', a lovely angel bought me a new computer from your store right before Christmas, unfortunately we did not realize right away that it had a french keyboard. I brought the receipt with me to show that indeed the product came from your store, if you would be so kind as to exchange the keyboard for an english standard one, I would greatly appreciate it. yeah...so it wasn't quite that easy. 'ms.trying to be helpful' looked at me and scrunched up her nose,"I don't think we can do that." My professionalism restricts me from sharing the thoughts that were whizzing through my mind at that point, instead I will tell you what I said. "Well, let me try this again, a lovely angel bought me a new computer from your store right before Christmas, unfortunately we did not realize right away that it had a french keyboard. I brought the receipt with me to show that indeed the product came from your store, if you would be so kind as to exchange the keyboard for an english standard one, I would greatly appreciate it.This keyboard does not work for me." Once again 'ms.trying to be helpful' scrunched up her nose,this time she put her finger on the receipt and pushed it an inch forward in my direction before saying,"Ummmmm, I don't think we can do that!"

You can imagine (after having already reading the first part of the story) that I am a little frustrated by now. I saw a lovely young woman headed toward the counter who looked like she was going to be able to help*, unfortunately a young man was also headed in my direction. Before the *LYWHTTCWLLSWGTBATH could open her mouth, the young man (who shall remain nameless) came right over and swiped his finger across the keyboard that I was trying to return and asked me what was wrong with this keyboard. I told him that it was french. He told me that it was MULTILINGUAL. I told him that I am not. He said, "Well, this country IS." GASP,choke,splutter,cough!

I said,"Did you really just say that to me?. . . . . that was very inappropriate." He replied that he is french and proceeded to flash me his name tag which showed that indeed his name was spelled in french. My eyebrows were raised so high up my forehead that my hairline was feeling a little uncomfortable about the invasion of space. My reply in an evenly toned voice was very straight forward, "I have no issue with french, my boss is french, her whole family is actually from France, I quite like them. I on the other hand, DO NOT write in french, I am asking to exchange this keyboard for a standard english keyboard, I brought my receipt and would appreciate the exchange. I never would have bought a computer with a multilingual keyboard. Thanks!"

Now *LYWHTTCWLLSWGTBATH stepped in, perfect timing I'd say. She told the young man who shall remain nameless that she would be happy to help me and he might like to go find something else to do in the back. He left. I think my eyebrows were still a little confused as to whose territory they were supposed to be residing in, but eventually they settled back down into their own zone. Whew!

*LYWHTTCWLLSWGTBATH told me that she was going to go and see about getting me that replacement keyboard. About 2 minutes later, she came back with a lovely standard keyboard that looked so familiar to me that I nearly kissed her! I thanked her and said how much I appreciated her help. I also told her that for the record I really thought that the young man who shall remain nameless had made a very inappropriate comment. She told me that she agreed and had already spoken to him in the back and assured me that he would not be saying anything like that to other customers. WOW....great customer service from *LYWHTTCWLLSWGTBATH.

I do greatly appreciate people who are willing to help to the best of their ability without serving their personal shoulder chips as an unrequested side dish.

Thank you *LYWHTTCWLLSWGTBATH! You made my day. And because of you I will return to your store.

NOTE: I have worked in the service industry for about 30 years and have been a small business owner. I recognize that the greatest thing any customer could ever do is tell me if they have had a challenge with any of my staff, services or products. I would not have refrained from returning to this store without first having contacted the management and given them the opportunity to rectify the problem. In this case, the young woman, who I believe was the section manager, was delightful and did a wonderful job of rescuing the customer who really was on the brink of losing it! Great customer service is priceless.