Stuck In A Holding Pattern

, , , , | Right | February 28, 2018

(I work in clothing retail in a small chain store. Most calls get redirected to my department, shoes, since the only other department with people in the immediate area is mens’. I’m also in the middle of a transaction when I get this call.)

Me: “Thank you for calling [Store]. This is the shoe department. How may I help you?”

Caller: “Ugh, I need someone from salon.”

Me: “Okay, may I put you on hold for a moment?”

Caller: “No, I need to speak to someone in the salon.”

Me: *thinking she didn’t hear me* “Okay, may I put you on hold for a moment?”

Caller: *huffs* “No! I don’t want to be put on hold!”

Me: *pauses* “Oh, well, I have to put you on hold for a moment to redirect you to the salon department.”

Caller: “Ugh! I don’t want to be put on hold! I just want to speak to someone in the salon!”

Me: *pauses to think* “I can put the phone down and go right over to the salon and get someone to come over to this phone.”

Caller: “No! I don’t want to be put on hold! I’ve been waiting all day!”

Me: *giving up* “Okay, is there anything I can do for you?”

Caller: “No! I need someone from salon!”

(My supervisor walks up and overhears what I’ve been saying.)

Supervisor: *to me* “No, you have to put them on hold.”

Me: *mouthing* “I know.” *into phone* “Well, I need to put you on hold for a moment, or I can just place the phone down and grab someone from salon.”

Supervisor: *to me* “No, you don’t need to do that.”

Caller: “No! I’m not going to be put on hold again, wait for 20 minutes, and get disconnected again!”

Me: “I’m sorry. Is there anything I can do for you, then?”

Caller: “I need to talk to someone in salon.”

Me: *tries from the beginning* “Okay, may I put you on hold for a moment?”

Caller: “No! I don’t want to be put on hold!”

Me: “Well, I have to put you on hold to—”

Caller: “Ugh! Fine, just put me on hold!”

Me: “Okay, one moment please.”

Caller: “Ugh! You’re so rude!”

(The salon picks up within a minutes and, when asked, the client seemed to be reasonably pleasant.)

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