Stuck In A Holding Pattern
(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.)
