Managed That Garbled Mess

, , , , | Right | September 21, 2020

My job is to answer the phones in the office to book a service visit or to look up account information. On Saturdays, I’m the only one in the office. I receive two confusing phone calls back to back.

Me: “[Company], how may I help you?”

Customer: “Is [Manager] there?”

Me: “No, sorry, he’s only here Monday through Friday.”

Customer: “Okay, because he called me and I called him back because I need information that he has. So you’re saying you won’t be able to help me?”

Me: “Um, I could look up your account to see if there’re any notes in the system. What’s your address?”

I look up his account.

Me: “Oh, sorry, I don’t have that information in here.”

Customer: “Oh, I know. [Manager] has it. So you can’t help me?”

Me: “Uh, no, he won’t be in until Monday. I can take a message and tell him to call you or—”

Customer: “No, I knew he wouldn’t be in today. I’ll just call him on Monday.” *Click*

The phone is ringing again right away, even though Saturdays are usually very slow. This phone call is mostly garbled as if on a bad cell phone connection.

Me: “[Company], how may I help you?”

Customer: “I got a quote and I want to—” *garbled*

Me: “I’m sorry, did you say you wanted to book a service or to get a quote?”

Customer: “Yes, I want to know how much.”

Me: “I’m sorry, do you need a quote or do you want to book?”

Customer: “I have a quote and I want to know when.”

Me: “Okay, what is your address so I can pull up your account?”

The phone keeps cutting in and out.

Customer: “…[Address] [Street].”

Me: “And how do you spell [Street]?”

Customer: “Yes.”

Me: “I’m sorry?”

Customer: “Yes, [Street].”

Me: “Sorry, how do you spell the street name?”

Customer: “Yes.”

Me: “You spell it ‘yes’?”

Customer: “I have a quote.”

I died a little inside.

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