Holding Up The Bank

, , , | Right | May 25, 2018

(I am a teller at the bank on a very busy Friday. We have a line around the lobby, and we are short-staffed. The phone rings.)

Me: “Hello! Thank you for calling [Bank] in [Location]. My name is [My Name]; how can I help you?”

Caller: “…”

Me: “Hello?”

Caller: “…”

Me: “Hello? [Bank]. Can I help you?”

Caller: “Hello? Who am I speaking with?”

Me: “[My Name]. How can I help you?”

Caller: “My son has a problem with his account.”

Me: “Okay, are you on his account with him?”

Caller: “No, he’s an adult; why would I do that?”

Me: “Well, if you are not his account with him, I cannot give you any account details. Can I speak with him?”

Caller’s Son: “I’m here; you’re on speaker. My name is [Caller’s Son].”

(I have to ask security questions when assisting customers on the phone. I tell him this.)

Me: “Okay, I just need you to verify your full address and—”

(The mom interrupts:)

Caller: “Hold on a minute. Can I get a mocha frappuccino with extra whipped cream, a caramel macchiato, and… what do you want, hon?”

(I can’t believe I am being put on hold — while the lobby is extremely busy and we are short staffed — so the customer can order coffee.)

Me: “Would you like me to transfer you to customer service? You have called a branch location and I am one of the tellers, so I need to be available to the customers in my bank, as well.”

Caller: “Oh, no, we’ll just talk to you; we already have you on the phone.”

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