An Offline Request

, | Right | September 16, 2016

(I work in a call center for a major phone carrier.)

Caller: “We’re supposed to have our service activated today, but we have no service.”

Me: “All right, let me go ahead and see what I can find out for you.” *accesses customer’s account, notices a vital network cable is being replaced and has no estimated time of completion* “Well, there is a local outage in your area, as there is an area cable that needs to be replaced, and they have to specially order the cable.”

Caller: “Well, we open tomorrow. Is there any way you can run a temporary line for us? We need a way to run credit cards and keep customers entertained while they wait.”

Me: “Unfortunately, the cable that provides service to your area is being replaced, and they have to order it.”

Caller: “Well, can’t you just use the box on the back of the building?”

(I goes on like this for a few minutes: the customer asking for a temporary line, or using the box on the back of their building; me reiterating that the network cable was needing replacing. Eventually, I have to pull this line out of my sleeve:)

Me: “What I can do, if you’d like, is set up a time to call you back, and update you on the situation?”

Caller: “I don’t see why you can’t just run a temporary line to the box on the back of the building…”

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