Okay. Our phone was messed up all week. Couldn't call in on the main number. As a result, the phone wouldn't transfer calls to the other two lines. Something technical and magical that I don't understand but I know it happens sometimes.
To alleviate the stress of customers until this was fixed - I called all customers with appointments to call back on THIS number XXX-XXX-DUMB. I even called them using that line so if they were lazy and simply hit the dial from the caller ID - they would automatically dial the correct line. I stated clearly in these messages that they needed to call THIS number so they will be able to get through as the main line was down. I personally called all of them for this week.
For the rest of the week, we got phone calls and emails from corporate stating that we are basically ignoring customer's calls and they don't understand why they can't get through. I was yelled at quite a few times b/c of it. To make me even angrier - I sent out an email to the appropriate officials who would most likely get angry calls from customers. I explained the situation with the phones and even left the numbers for the other two lines to give to customers so they can be directed as to how to reach us. Apparently, no one read that email.
Today I couldn't take it and finally said to woman #8 this week yelling at me on the phone,
Luna: "Did you listen to the message I personally left you on 6/5 stating that you needed to cal XXX-XXX-DUMB to get through to us b/c our phone was being fixed?"
Woman: "No, I just called the main number I had."
Luna: "...."
Women: "Oh! Oh...I guess I messed that up. I didn't even listen to the message. I just looked at the caller ID, saw ___store and called the number I had. *pause* I'm very sorry for yelling at you like that."
Luna: "That's okay. I've been yelled at all week."
I was actually so stunned that she apologized that I told everyone I was working with. No one seemed as impressed as I was though. Apparently the kids aren't as bitter to life as I am, so they don't see it for the miracle it was.
To alleviate the stress of customers until this was fixed - I called all customers with appointments to call back on THIS number XXX-XXX-DUMB. I even called them using that line so if they were lazy and simply hit the dial from the caller ID - they would automatically dial the correct line. I stated clearly in these messages that they needed to call THIS number so they will be able to get through as the main line was down. I personally called all of them for this week.
For the rest of the week, we got phone calls and emails from corporate stating that we are basically ignoring customer's calls and they don't understand why they can't get through. I was yelled at quite a few times b/c of it. To make me even angrier - I sent out an email to the appropriate officials who would most likely get angry calls from customers. I explained the situation with the phones and even left the numbers for the other two lines to give to customers so they can be directed as to how to reach us. Apparently, no one read that email.
Today I couldn't take it and finally said to woman #8 this week yelling at me on the phone,
Luna: "Did you listen to the message I personally left you on 6/5 stating that you needed to cal XXX-XXX-DUMB to get through to us b/c our phone was being fixed?"
Woman: "No, I just called the main number I had."
Luna: "...."
Women: "Oh! Oh...I guess I messed that up. I didn't even listen to the message. I just looked at the caller ID, saw ___store and called the number I had. *pause* I'm very sorry for yelling at you like that."
Luna: "That's okay. I've been yelled at all week."
I was actually so stunned that she apologized that I told everyone I was working with. No one seemed as impressed as I was though. Apparently the kids aren't as bitter to life as I am, so they don't see it for the miracle it was.
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