So a guy phones in to chat to one of our technicians who has left the office for lunch, I picked up the call and this is how that conversation went:
ME: “Hello, Terri speaking.”
MOTD: “Hi (insert technicians name)”
ME: “I’m sorry he has just stepped out of the office for lunch. He will be back in about an hour. I can put you through to another technician if you like?”
MOTD: “No, I need (technicians name) I’ll hold.”(Totally not paying attention to what I’m saying.)
ME: “He will be out for an hour Sir, could I maybe take a message and have him call you when he is back in the office?”
MOTD: “I’ll hold.” (Still not actually listening to me.)
ME: “For an hour Sir?”
MOTD: “I’ll hold.” (Not even slightly paying attention)
ME: “Ok, no problem.” (Hey who am I to judge?)
Put him on hold… The call rang back four times and each time I told him our tech was on lunch and asked him if he was sure he wanted to hold.
After around ten minutes the call rang back for the fifth time:
ME: “Hi Sir, are you sure you would like to stay on hold?”
MOTD: “It’s been ten minutes! Where is (technicians name)?”
ME: “He is still on lunch Sir and will be for the next fifty minutes.”
MOTD: “He’s on lunch?”
ME: “Yes Sir.”
MOTD: “Well, why didn't you say that? I’m sitting on hold and he is not even there!”
Calmed myself before I replied…
ME: “I did say he was on lunch and would be out for an hour Sir.”
MOTD: “If you had I wouldn't have stayed on hold.”
ME: “Would you like to leave a message?”
MOTD: “I’ll call back.”
Here is a picture of to explain how I feel about this:
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