Doesn’t Give A Dan
(I work as a receptionist at my family’s business. Occasionally, customers call in to get an order tracked.)
Me: “Good morning. Thank you for calling [Business]. How may I direct your call?”
Customer: “Extension 209.”
Me: “And who’s calling, please?”
(Silence.)
Customer: “Hello?”
Me: “Yes, who is calling, please?”
Customer: “I want to talk to [Coworker.].”
Me: “Yes, I understand, but what is your name?”
(It is protocol to get the customer’s name before transferring the call.)
Customer: “Dan.”
Me: “Okay, and from what company?” *also protocol*
Customer: *obviously irritated* “I’m from [Business]. Where else would I be from?”
Me: “I’m sorry, sir, but we service a lot of different companies. Please hold.”
(I put him on hold and transferred the call to my coworker. She had already talked to him that morning about tracking his order and didn’t have any new information to tell him. For fun, I counted up the number of “Dans” in our system who are listed as the main contact for different companies. There are 189 of them.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
