Don't Hang up on me!

[AnqeiicDemise]

Don't you hate it when you're helping one of those impatient folk on the phone? They get mad at YOU because its YOUR fault that he didn't think ahead or because he doesn't get the concept of "so and so doesn't have a direct line, you need to go through us and its company policy, not mine!".


So this guy bitches me out, I apologize. I explain to him its not my idea of convenience but that's just the way system works. He then says the following:

SC: you know what? just stop wasting my time and get them on the freakin' line!

I stop in midsentence say 'okay', put him on hold and dial the number. For the first time ALL day, I get in touch with X department after first ring. I'm giving the guy SC's info. It hasn't even been a minute, I kid you not, when the [BEEP!] hangs up on me.

M: -at hearing the guy's hung up- well then, nevermind.
G: -laughing- ah, impatient guy, huh?
M: you wouldn't believe.
G: well, don't let him piss you off. Get joy on the fact that by hanging up and calling to get someone more 'efficient' will set him at the end of the line.
M: .....
G:.....
M: so true! And you know what? I'm off on my lunch now.
G: Enjoy your break!
M: mmm.. yeah.. I just feel sorry for the next VPC that picks up his call.
G: eh, he'll probably hang up and go back to the end of the line again.

[Andara Bledin]

Heh. I used to get those asshats when I worked reception.

The fun part is that we only had one incoming reception phone, and I was good enough that it was almost never that anyone else picked up while I was on the phone.

So these idiots would end up with me for the second round, and I told them, point blank (but very politely) that if they had stayed on the line, they probably would have been done with their call by now.

^-.-^

[mattm04]

At mys tore we have the auto-attendant system. When you select your option the page immideatley goes off in the store and a second later the customer hears "please hold while you call its transferred to dept X" Too many SC's realize they hit the wrong button, hand up, usually about the time i pick up the phone. A minute later you hear "dept Y telephone call on XXX." Thy call back instead of politely asking me to transfer the call.

[Nicholae]

Heh

I work in a major retailer that has a blue and yellow sign. We've recently rolled out a position entitled "Store Operator". Guess who that is in my store? Yup, Me. Worked there for two years and have an easier time naming departments I haven't worked in. Since we're on the subject of premature calls ending, I'll share with you a bit of my workday today..

Me= Me, Store Operator, Jack of All Trades himself.
SC = Hick, sorry, No other words for it. He had it all. Stupidity and a drawl.

Me: Thank you for calling, This is ... How may I help you?
SC: Yeah.. I wanted to know how quickly I'd get a replacement laptop if I brought mine in.
Me: Well, Looking at your receipt here, I see that you have a service warranty on it. We actually have to try to fix the machine first. What's the problem you are having?
SC: Nothing yet.. but I was told if I ran it over I could bring it in for an exchange.
Me: Let me see if I understand this. You plan on running over your laptop, intentionally, so that our warranty would cover it's replacement?
SC:..uh.. uhm.. -click-

I believe I've inspired the growth of brain cells in this man. I sure hope so.

[Listerfiend]

Nicholae, that was precious...

I once had a woman call me FIVE TIMES in a TEN MINUTE PERIOD (no joke) just because she was so certain that I wasn't checking on her merchandise that she wanted to call and keep me in line, I guess. I eventually had to break down and tell her "ma'am, I really wish you could understand what a hindrance it is for me to have to take your calls. I'm trying to ring up customers, answer phones, and check on your items (in an aisle 50 feet away), and I'm unable to do that because of you. I am genuinely trying to help you out but at this point I really need you to just stay on hold so I can actually take care of you." Luckily, she got the point and stopped calling.

The worst ones, though, are the customers who ask impossible questions but who "GOD, JUST DON'T PUT ME ON HOLD!!! I once had a customer call and ask about some frames, and she was all, "I need you to see if you have this in silver, but don't put me on hold!!" And I told her that I couldn't even PAGE anyone to help her without putting her on hold... To which she sprayed a string of expletives which were stifled after hitting the "hold" button... Seriously--what is WRONG with people?

[Andara Bledin]

If they're that against being put on hold, then they need to get off their lazy asses and get to the store to check what they want themselves.

^-.-^

[hawkchick11]

The worst ones, though, are the customers who ask impossible questions but who "GOD, JUST DON'T PUT ME ON HOLD!!! I once had a customer call and ask about some frames, and she was all, "I need you to see if you have this in silver, but don't put me on hold!!" And I told her that I couldn't even PAGE anyone to help her without putting her on hold... To which she sprayed a string of expletives which were stifled after hitting the "hold" button... Seriously--what is WRONG with people?

Ugh I had to deal with that.. this guy was mad because his order had gotten sent back.. due to him putting his address in wrong on our website (BUT OH NO, IT WASNT HIS FAULT).. he refused to let me put him on hold, and then bitched because there wasn't anything I could do for him. Since he wouldn't let me put him on hold, I couldn't verify if I could resend out his order, due to us having already crediting him back (which was another 10 minute rant right there). He then complained for 15 minutes because I "wouldn't" do anything for him.

What was worse, he was a manager at one of our stores

[gunsage]

I just thought of something fun. Yes, it might get you fired, but fun nonetheless. Let's assume someone calls a department store and DEMANDS not to be put on hold. Okay, don't put them on hold, but imply that you are. Transfer them to the PA line. Now THAT'S comedy.

[XCashier]

What was worse, he was a manager at one of our stores

"Well then, sir, you should know the procedure, and you should know that I do indeed have to put you on hold to get your information! Please hold!"

I just thought of something fun. Yes, it might get you fired, but fun nonetheless. Let's assume someone calls a department store and DEMANDS not to be put on hold. Okay, don't put them on hold, but imply that you are. Transfer them to the PA line. Now THAT'S comedy.

As long as it's not an obscene caller...

[bainsidhe]

I just thought of something fun. Yes, it might get you fired, but fun nonetheless. Let's assume someone calls a department store and DEMANDS not to be put on hold. Okay, don't put them on hold, but imply that you are. Transfer them to the PA line. Now THAT'S comedy.

Funny

We once had a customer who apparently was waiting for help back in layaway. Seems no one was attending her, because suddenly over the PA system we hear...."Hellooooooo. Is anyone heeeeere? I need help back in layawaaaaay." I was ringing a customer out at the front end. I stared at them. They stared back. And we both started laughing. I'm guessing someone rushed back to take care of that customer pretty quick then.

[Tito]

Funny
"Hellooooooo. Is anyone heeeeere? I need help back in layawaaaaay."

You should have gotten on the PA & said "I'm sorry, no one is here." She probably would have fallen for it, it sounds to me like she's a few sandwiches shy of a picnic.

[theredbaron47]

Oooo, I got serveral of those "don't put me on hold!" people back at the hardware store. It was usually on a busy Saturday when none of the departments were picking up the phones because they were crazy busy. The people would call back a second time, and I'd explain what was happening, and ask if they'd like to leave a message and have the department call back. They'd usually go "no, I want to wait for them, but DON'T PUT ME BACK ON HOLD!!!".

Then I would explain to them how I had to put them on hold in order to even page them, cue string of curses from them, interrupted by that glorious "Hold" button.

[Imogene]

The worst ones, though, are the customers who ask impossible questions but who "GOD, JUST DON'T PUT ME ON HOLD!!!

Had a day recently where every. SINGLE. CALL. was for the same associate back in framing. Or, just for framing. So, I'd put the caller on hold, page framing/associate, and watch the hold light wink out. Not five seconds later, new caller, sounds exactly the same, needs exactly the same thing. *HOLD, Page, wink out* USW.

What was better, was the day ALL the calls were for Arts & Crafts, and none of those pages were ever answered. I had to go pull a hold for someone who'd called in, for 15 candle warmers, and used one of our step ladders, because the overstock was just barely out of my reach. Seeing as: I didn't know how to unstopper the ladder, I couldn't move it out of the way once I was done; and I had no idea how the overstock areas worked, I pulled the candle warmers I needed, and pulled the rest of the candle warmers forward.

[JustaCashier]

I like your idea, gunsage!

I think, if they ask/demand to not be put on hold, is to stay on the line and just start making small talk (unrelated to the business) or to sing to them.......


"Feeeeeeliiiiiiiinnnnnggggs whoa oh oh feeeeeeliiiiiinnngggggs....."

Mike

[Imogene]

"Feeeeeeliiiiiiiinnnnnggggs whoa oh oh feeeeeeliiiiiinnngggggs....."

Tryin' to forget, mah, feelings of haaaate!
Imagine, me beating oh-on your face!
Tryin' to forget mah, feelings of haate!