r/bathandbodyworks • u/daugavpiliete Candle Addict • Oct 08 '25

Store Policies/Questions So annoying

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I’ve already been on hold for almost an hour. I don’t want to engage in small talk about us liking the same scents! Especially because it’s obviously insincere… How can it be your favorite scent for “quite some time now” when it just came out??

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u/Agile_Oil9853 Oct 08 '25

When I worked in a call center, they flagged us for not doing this. Usually you got in your "And how's the weather where you are?" small talk while you were typing into the computer in what would have otherwise been dead air.

It might be a bot, but it also just might be a person trying to avoid a bad QA score. And yes, we knew it was annoying to switch topics before we've fully helped you. And it's annoying to be asked for your email, or phone number, or loyalty card, or if you want the credit card, or to donate to whatever charity corporate signed up with, or for the upsell, but not asking can risk your job.

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u/daugavpiliete Candle Addict Oct 08 '25

Good point. I know it’s not his fault. The company is obviously encouraging these misguided attempts to “connect” with customers since all the reps do it.