When Call Center Levels Reach Their Ceiling
Me: “Hello. This is [Police Station]. How can I help you?”
Caller: “I live in a condo, and there is a leak in the pipes. Water is leaking behind the living room wall and building management won’t fix it.”
Me: “Okay. Why are you calling the police?”
Caller: “Well, it’s an emergency. They won’t fix it. They say it’s my problem because the leak is in my unit.”
Me: “Have you called a plumber?”
Caller: “No. It’s an emergency. That’s why I called you. If the water keeps leaking, the ceiling could fall in.”
Me: “Ma’am, if you think the ceiling is going to fall in, leave your unit and call a plumber.”
Caller: “But I need help now!”
Me: “Ma’am, it’s your choice. If you think you’re in danger, leave your unit. Unless you’re being crushed by falling sheet rock, this is not a police matter. Please hang up and call a plumber.”
Caller: “So, if the ceiling falls on me, I can call you back?”
Me: “Yes.”
Caller: “Okay, thanks.” *click*
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Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
