"Do they know how you're speaking to me right now?"

[Food Lady]

That's what I wish my coworker had said to his sucktomer. Our hold times are long; I get that. But these are business-to-business calls so the personal insults are especially out of line. Some harpy was yelling at CW and saying things like "If I gave the customer service you're giving I'd be out of a job! eleventy!" Well I hope her bosses didn't hear her yelling at someone on a business call, then! She personally insulted him as if it were his fault she couldn't get through. They have GOT to stop confusing the passage of time with what we as reps are doing. What we say and do is top notch service--I know because I've seen the good comments about individual reps that abound--which has nothing to do with hold time. That's before we pick up the call. They wait on hold for half an hour and then risk having us hang up on them because they use us as punching bags. We can and do call people out/disconnect calls and I never hear of anyone getting in trouble for that. In fact, I hear nothing but supportive comments from management.

If you're at work or a business owner there is no reason for swearing, insults, or yelling. ugh

[Pixelated]

I'm sorry for your coworker (and you, and anybody else who has to deal with people like that). I know it can feel like eternity when you're on hold, but ...

I stopped in at a postal sub-station in a drugstore today to buy a stamp. There were three customer groups ahead of me; at the counter were three people who appeared to be mailing half their worldly belongings somewhere. It was a lengthy transaction.

The two women behind them, and the woman just in front of me, started chatting, and it appeared (although I could be wrong) that they were making mildly snarky comments about the wait time.

Then the two women got to the counter ... and they too had a lengthy transaction, although not nearly as long as the trio.

Then the single woman got to the counter and wanted to send money ... to two different recipients.

Right about then, the phone behind the counter rang. The woman at the counter was very professional, saying "Canada Post, can you hold?" Then she had to go back to the woman who was sending money.

When I finally got to the counter, I asked if she wanted to take the phone call first. She smiled ruefully and said, "They've probably hung up by now." They'd been on hold for between 5 and 10 minutes ... and that seems like eternity, I know.

She did take the call while she was selling me my stamp, and not only was the caller still there, from the end of the conversation that I heard, they were fairly polite as well. But that's not the norm.

[Food Lady]

Yeah, I worked overtime to do case work today and the last email I received before leaving was a guy who's angry that he has to call back on something he already requested. He needs to talk to retention dept. but he'll have to call billing first and be on hold. I can't do anything about it. I already asked the admin. dept. to close the contract but they won't do it unless it's documented that he spoke to retention. (I know he did at one point but there are no approval notes.) I can't do anything about it. He's going to have to call in.