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When The Hold Isn’t Holding

, , , , | Right | January 18, 2022

The restaurant I work at has two phones for the same line, and at the moment, my coworker is taking a phone order on the first line while I take an in-person order. The other phone rings, so I go to put it on hold.

Me: “[Street] [Restaurant], this is [My Name]. Can I put you on a quick hold, please?”

Caller: “Sure.”

I put her on hold and continue helping the people in front of me. Forty seconds later, I am still taking their order when the same phone I just put on hold rings. The last person hung up, then. I apologize and go to put it on hold again. It’s the same woman, as I can see from Caller ID.

Me: “[Street] [Restaurant], this is [My Name]. Can I put you on a quick hold, please?”

Caller: “Oh, sure.”

I put her on hold and finish helping the customers in front of me. Then the phone rings again, also her, meaning she has called, hung up, called, hung up, and called the store within the two minutes it took me to help another customer. I’m irritated, but I pick up the phone.

Me: “[Street] [Restaurant], this is [My Name]. What can I do for you?”

Caller: “Oh, finally. I think I’m still on hold with you guys.”

Me: “You can’t be on a hold right now, as I’m speaking to you.”

Caller: “No, on your other line, then.”

Me: “We only have one other line, and I’m watching my coworker take the same order she’s been taking for the last four minutes. There is no available line for you to be holding on.”

Caller: “Oh… Well, I’d like to place an order—”

She’s a regular, and yes, she’s exactly that much of a pain every time.

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