Every Now And Then, The Customer Takes Your Side

Me: “Thanks for calling [Pharmacy]. This is Technician [My Name]; how may I help you?”

Nurse: “I got a call yesterday, and I need to clear things up.”

She pauses.

Me: “Sure thing. What’s the patient’s name and date of birth?”

Nurse: “Are you going to let me finish?”

Me: *Shocked* “Yes, of course. I’m sorry, I thought you were done.”

Nurse: “Well, never mind. I’ll call back when you decide not to treat people this way. In the meantime, I’m going to report this conversation to the patient and tell him you delayed his medication by another day with your attitude.”

She hangs up.

A little while later:

Me: “Thanks for calling [Pharmacy]. This is Technician [My Name]; how may I help you?”

It’s a patient, who gives me their first and last name and date of birth.

Me: “All right, it looks like I have a call open to your doctor about your medicine, but I haven’t heard back.”

Patient: “The nurse called me and told me you were rude to her on the phone. She says she refuses to be treated that way.”

Me: “I’m so sorry about the confusion! I’ll call the physician’s office again to see if I can get some resolution.”

Patient: “I was very surprised when she called me and told me this. I’ve never had a bad experience at your pharmacy.”

Me: “There was some miscommunication between us, but she could have asked for a pharmacist and I would have handed the phone over.”

Patient: “She recommended that I switch to another pharmacy. I said I’ve been using this pharmacy for years, and the staff is always going through hoops for me. I was nice, though. Instead of telling her to shove it up her a**, I thanked her for the information.”

Me: *Hardly containing my laughter* “That was kind of you. I’ll put another call in when we’re finished. Is there anything else I can help you with?”

Patient: “I’m good. Take care. You have my permission to call her a twit.”

Me: *Snorting* “I promise to remain professional out loud. Thanks for calling.”