View Full Version : Please,someone find switchboard a brain...

01-15-2014, 10:51 AM
I can understand why customers go mad.I have the name,extension and title of the person I want to speak to.That would be sufficient to find them you'd think...


Me:Me.Come on,that's obvious
HSBC:Highly Stupid Bank Clot

HSBC:Hello,switchboard,can I help you?
Me:I'd like to be transferred through to Sue A. please
HSBC:Huh?What do you mean?
Me:I'd like to be transferred through to Sue A. please
HSBC:I don't know what you're asking-what do you want me to do?
Me:I'd like to be transferred through to Sue A. please
HSBC:Is that a person,a place,a department?
Me:It's a person.Sue A.
HSBC:I need the full name.
Me:That is the full name-Sue A.
HSBC:I need the full first name.
Me:I don't know that-she just said Sue in the message.
HSBC:Without that,I can't help you.I need the full first name.
Me:I don't know whether she's Suzanne,Susie,Suzette or Sue.She goes by the name of Sue at work. She's the Premier Co-ordinator and she's on extension 1234
HSBC:How do you spell A.?
Me:I'm assuming A-*-*-*-*.Or possibly A-*-*-*-*
HSBC:If you haven't got the correct spelling,I can't help you.
Me:Well,let's try A-*-*-*-*.Do you have anyone called Sue A. of whatever spelling then can you transfer me through-I'm certain there can't be more than one of them.
HSBC:Well,I can't transfer you if I have don't know who you want to talk to.
Me:Right-there is a Sue A.,who is a person.
Me:Who is a Premier Co-ordinator on extension 1234
Me:Excellent.That's who I want...
HSBC:Yes.I don't understand what it is you're wanting me to do.What is it you want from me?
Me:I've given you the name of the person and the number they are on.I want you to transfer me through to them.It shouldn't be this difficult.
HSBC:With respect sir,it is difficult if I haven't got any information.
Me:The name is Sue A.The department is Premier Co-ordinator,the number is xxxx. Do you have any number at all in your company for that?
HSBC:There's nothing coming up here on my screen
Me:So,to confirm,you have no number for a Sue A. anywhere in your company-is that what you're telling me?
HSBC:Well I can't say,it hasn't brought it up because I haven't got any information to put in.I do have a number for an S.A. in the system.
Me:Super-can you transfer me through?
HSBC:I can't do that,it might not be the right S.A.
*sound of head banging against wall*.

If they can't be trusted to transfer a telephone call correctly,then why should I trust them with my money without them managing to transfer it off to someone in Gaborone....

01-15-2014, 11:37 AM
Huh? :confused:

01-15-2014, 12:59 PM
Is this lady for real?! You gave her the name, the title, and the extension. Just punch in the extension or transfer to S.A. in the system! If she happens to be wrong, then S.A. could just transfer you to the right person, right?! Seriously!

01-15-2014, 01:34 PM
Wow, that's crazy!!! A person working a switchboard does not understand a simple transfer request? Too bad your contact didn't have a direct dial number.

01-15-2014, 03:53 PM
Oh, wow. Ohhh, wow. I thought our switchboard was clueless . . . :confused:

01-16-2014, 01:04 AM
Holy flying zambonis.

That is unbelievably dumb. For serious.

01-16-2014, 10:58 AM
This is why some companies decide to go auto-attendant. Robots aren't as smart as you and me, but they are sure brighter than that.

01-16-2014, 02:21 PM
And just imagine if...
...this call was part of a project set up by the managers to see how straightforward it was to set up an account.
...it was all being fed through to the managers above who have been recording all these attempts.
...they have found that not just one,but dozens of customers are also encountering the same gormlessness from the staff at middle level who have no idea how to transfer a call,how to get in touch with other departments or pass you through to the correct person.

01-16-2014, 03:21 PM
And just imagine if...

OOOOO! How lovely that would be . . .

Please let us know of any . . . updates . . . ? :angel:

An Haddock
01-16-2014, 06:40 PM
I don't understand why she couldn't just transfer to the correct extension since the OP had the extension number. When I call my friend at work I don't ask for him by name, I just give his 4-digit extension to the operator and I'm right through.