Transferring Your Anger

Customer: “Why was I transferred so many times? This company is unbelievable! I shouldn’t have to be transferred and get this mad in order to place an order!”

Me: “Which number did you call? Let me see if I can figure out why you were transferred here.”

Customer: “1-800-[Company].”

Me: “Oh, I see. That number is a general phone number for our company, and does not connect to a specific department. Sometimes, they’re not quite sure where to send calls when they come in. If you’d like, I can give you the direct phone number to where you need to go next time, so you won’t have to be transferred so many times.”

Customer: “YOUR COMPANY IS RIDICULOUS! I HATE YOUR COMPANY! WHY DO I KEEP GETTING PHONE NUMBERS WHERE I GET TRANSFERRED?”

Me: “Would you like the direct number to [department], miss?”

Customer: “NO! Just transfer me, like the terrible company you are!”