This Call History Is Building

, , , , | Right | June 15, 2018

(We have several locations, but because people are out sick or on vacation, some locations don’t have certain “specialists” at the moment, especially the ones that don’t see as many people coming through. Most callers have been understanding about this, and have been fine with speaking to whoever is available. This caller, however…)

Me: “Thank you for calling [Company]. This is [My Name]. How may I help you?”

Caller: *clearly irritated* “Is this the [Other Location] branch?!”

(I glance at the screen to see which phone number she called.)

Me: “Uh, no, ma’am. You’ve called [Our Location], but I can get you over to [Other Location].

Caller: *sarcastically* “Oh, can you, really? I have talked to several people and been transferred a dozen times, and I’m still not talking to someone out there!”

(I find this odd, as there are only three operators currently working, and in the last half hour each of us has only taken a couple of other calls. If one of us had heard from this woman more than once, we would have said something to the others. I know I haven’t gotten her, as all my callers to this  point have been men. Not to mention, if she wants the location she says she does, then it seems odd that she’s calling the number to a different branch.)

Me: “I’m very sorry about that, ma’am. I can definitely get you over to someone; what do you need to speak with someone about?”

Caller: “About [issue]!”

Me: “Certainly—”

Caller: “And I want to talk to someone at [Other Location]! I keep getting every other branch but that one!”

Me: “I do apologize. The person who usually handles [issue] at that branch is actually out sick today, but someone else can definitely help you out. If you need to come in and that location is most convenient, we can get someone out there for you.”

Caller: “I want someone who is actually sitting in the [Other Location] building!”

Me: “Ma’am, we only have one person at that location who can handle [issue], and she’s out sick today. But if you’ll give me just one moment, I can get someone on the line who can meet you at [Other Location]—”

Caller: “Oh, so, you’re going to transfer me, too?!”

Me: “Uh, yes, ma’am. I only answer the phones, so I wouldn’t be able to help you with [issue], but I’ll keep you on the line until I can get someone who can help. Bear with me one moment, please.”

(I put her on hold to start a transfer over to the next nearest location to her. One of the “specialists” answers after only a couple of rings and I breathe a sigh of relief.)

Me: “[Specialist], I’m really sorry, but I’ve got a cranky one for you, for [Other Location]. I tried to tell her someone could go out there if she needs, but apparently that isn’t good enough. She wants someone who is actually sitting at [Other Location], but, uh, that obviously can’t happen, and she’s pretty irate about it.”

Specialist: *sighs* “There’s always one, and she’s probably the one who hung up on [Other Specialist] twice already. Put her through.”

Me: “Here she is. Sorry, again.”

(I finish the transfer and shake my head.)

Coworker #1: “Was that a lady calling for [Other Location]? I just had her, and I told her pretty much what you just did. Just… didn’t do it more than once like you had to.”

Coworker #2: “I had her, too.”

Me: “Well, it sounds like she hung up on [Other Specialist] a couple times, probably after finding out that he wasn’t sitting in the building ten miles away. Some people…”

(The specialist messaged me just a bit later that the woman hung up on him, too, after being informed that, no, he was not sitting in the other building but could meet her out there. For some reason, she was apparently under the impression that they couldn’t help her because they weren’t in the building she wanted them to be in right that moment.)

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