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TEL100: How to use a telephone

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  • TEL100: How to use a telephone

    As with many major chain stores, my grocery store has an automated phone attendant system when you call. It says "thank you for calling your <store location-street/city> <store name>. Please select one of the following options. If you know the extension press 1, for dept X press 2, and so on then for customer assistance dial 0." So many people not just the elderly listen through the whole announcement and press 0, ask the clerk for one of the dept. listed. If they press the appropriate number a automated PA announce is made "dept X telephone call on XXX," and we can answer the call quicker. This is much better than the previous system when when they called the greeting said "thank you for calling your <store location-street/city> <store name>. Please select one of the following options. For customer assistance dial 0 at any time, (5 second pause)If you know the extension press 1, for dept X press 2, and so on" They finally changed it after customers complained, not the poor service desk clerk who had to answer the phone. All to often a call goes like this.

    AV: automated PA voice
    SC: customer
    Me: clerk

    AV: dept X telephone call on XXX
    Me: <Company name> dept name, how may I help you?
    we don't have a standard greeting so everyone is a little different.
    SC: Oh crap wrong button<click>
    They hang up before I even offer to transfer the call. It is more annoying stopping work answer the phone, get hung up on then hear a few seconds later.
    AV: dept Y telephone call on XXX.

    All you have to say is "sorry i wanted to talk to dept Y" I then would say "please hold one second while i transfer you. I push park then transfer OR park then hit page and say "dept Y call on XXX."

    Other times a caller has a question on a product (if we have it/price/special order)
    AV: dept X telephone call on XXX
    Me: <Company name> dept name, how may I help you?
    SC: Can I order/do you have question goes here.
    Me: Pleas hold one second.
    Press hold.
    As I walk to check product, hear beep. i know this mean the call wet away, Ie they hung up. About 30 seconds later.
    AV: dept X telephone call on XXX
    Me: <Company name> dept name, how may I help you?
    SC: I called a minute ago about X and I asked someone to check. Do you know if they did?
    Me: I checked and we have a few in stock. Would you<click>
    SC hung up when I asked if they wanted me to hold one for a while so it will be there. Oh well. I will not hold it and hope we sell out before they can get in.
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