If you want us to call us back, at least leave a number

[fma_fanatic]

This is a typical thing that happens every day. A customer calls and complains about something, and I have to get them over to the right person. The last few weeks it's all been about service. Almost all the service managers have been out doing installs at some of our high profile companies so they're not in the office to take the complaint. Not a problem. I just get the info, call the manager on his cell and either tell him the problem or leave a message for him to call the customer, including the information.

While I was on break, a customer gave one of the people covering me a huge hassle because, again, the managers are out at installs. So she gets the info, but realizes that she doesn't have the managers cell. No biggie, I offer to call. As I'm about to leave a message, I realize that the person who took the message didn't leave a number. So I call the person to see if they can bring up the info, and casually mention the lack of phone number.

The person tells me that the lady was so worked up that she practically screamed the info to her and that she hung up before she could get her phone number. The info wasn't in our system, so I had to do a search to find the info.

Seriously, if you want help, leave a number for someone to call you back at. As it was, it took me longer to get the info to the manager, which in turn pissed off the customer more.


D'oh. It should be if you want us to call you back for the title...

[TelephoneAngel]

I get it as well

customer screaming into phone "i want this fixed and i want this fixed now"
me - "Can i take your contact details and name"
customer "you know who i am, I've rung enough times!"

*click"

well, actually i've never spoken to you before, this is a large call centre and you could have spoken to any one of fifty of my colleagues, so no, i don't know who you are.

*guesses* Errol Flynn? no he's dead. Johnny Depp? No, voice was too old. Bill Clinton? No, wrong accent............................................ ......