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Me: Awesome Software. This is Dips speaking. How may I help you?
Caller: We're calling from New York. We called you several times and didn't get the response we needed.
Me: What can I help you with?
Caller: When we use [product name] it [blah, blah, technoblah]...
Me: No problem. I just need need to get your serial number and then I'll get you to Carl in tech support.
[insert long exchange wherein I extract the serial number from these folks and they complain about having to give it to me, that's another rant]
Me: OK. I'm going to transfer you to Carl. If you get his voice mail it means he is at lunch or helping another customer. If you leave a message with your phone number, he'll call you back.
Caller: OK.
Me: One moment, please.
...
Even though I didn't ask, I strongly suspect they were the people who called while I was on the phone helping other people and didn't leave a message. How can we respond to people if we don't know they are trying to reach us? By definition a response has to be in reply to some action (e.g. leaving a voice mail) or words (e.g. giving us his name or number in said voice mail) on his part.
And we're supposed to be impressed that they had to call from New York? We sell all over the world and have maybe a whole ten customers in our local calling area. It's a long-distance call for just about EVERYONE! And the ones who call us from the UK and India have to pay international rates and DON'T bitch about our lack of "response" to boot.
When I transferred the call, I was kind of hoping that they'd get Carl's voice mail, but they didn't. Oh, well. Karma deferred.
Some people.
Caller: We're calling from New York. We called you several times and didn't get the response we needed.
Me: What can I help you with?
Caller: When we use [product name] it [blah, blah, technoblah]...
Me: No problem. I just need need to get your serial number and then I'll get you to Carl in tech support.
[insert long exchange wherein I extract the serial number from these folks and they complain about having to give it to me, that's another rant]
Me: OK. I'm going to transfer you to Carl. If you get his voice mail it means he is at lunch or helping another customer. If you leave a message with your phone number, he'll call you back.
Caller: OK.
Me: One moment, please.
...
Even though I didn't ask, I strongly suspect they were the people who called while I was on the phone helping other people and didn't leave a message. How can we respond to people if we don't know they are trying to reach us? By definition a response has to be in reply to some action (e.g. leaving a voice mail) or words (e.g. giving us his name or number in said voice mail) on his part.
And we're supposed to be impressed that they had to call from New York? We sell all over the world and have maybe a whole ten customers in our local calling area. It's a long-distance call for just about EVERYONE! And the ones who call us from the UK and India have to pay international rates and DON'T bitch about our lack of "response" to boot.
When I transferred the call, I was kind of hoping that they'd get Carl's voice mail, but they didn't. Oh, well. Karma deferred.
Some people.
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