When we have large areas affected by an outage, one of our leads will post a message on the phones for people to listen to before they get to us. This helps keep our volume down. The message we have playing right now says "We are currently performing routine scheduled maintenance in [state] from 1 am to 6 am EST." Most people in this area hang up after hearing this. People occasionally hang on the phone to ask us inane questions or complain we didn't call every customer in the area at 1am when we started the maintenance.
Today I had a customer hang on the line to ask me "Your automated message said you're doing maintenance in my area, what does that mean?"
I responded with "Umm... it means we're doing maintenance, -" and before I could elaborate with a definition of maintenance she called me a smart ass.
I am a bit of a smart alec, but I really don't understand how she was expecting me to answer.
Today I had a customer hang on the line to ask me "Your automated message said you're doing maintenance in my area, what does that mean?"
I responded with "Umm... it means we're doing maintenance, -" and before I could elaborate with a definition of maintenance she called me a smart ass.
I am a bit of a smart alec, but I really don't understand how she was expecting me to answer.
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