Transferred Their People Skills Far Away

, , , , | Right | July 30, 2018

(I work at a call center for one of the largest pharmacy companies nationwide. Sadly, this is a relatively new practice, and people aren’t always happy to be routed to a call center when they’re calling their local pharmacy. Some are familiar enough with the process and ask to be routed directly to the pharmacy. We have to follow the same script every time and ensure if we can help the callers before transferring them.)

Me: “Hello, this is [Pharmacy], [My Name] speaking. How may—”

Caller: “Just get me over to the pharmacy. I got cut off.”

(Realizing she’s already frustrated, I start the process and scroll down the list of departments so that my cursor is hovering over pharmacy.)

Me: “Okay. Are you sure I can’t—”

Caller: “No, just transfer me.”

Me: “Okay, ma’am. Just remember that you may have to repeat—”

Caller: “Shut up and transfer me!”

Me: *caught off guard by her rudeness* “Oh, wow…”

Caller: “No, none of this. I don’t want to talk to you. Just transfer me, okay?! Just do it!”

Me: “Okay, ma’am.”

(I scrolled down a bit more and transferred her directly to the pharmacist’s voicemail. Really, I hope she got through, eventually, but I had to wonder if she was actually cut off or if someone had hung up on her. I can’t imagine why.)

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