And this is why....
Lady calls in, has been misdirected to wrong dept. I tell her I must transfer her, to be met with a shriek of "I am very displeased with that! I was on hold for 13 minutes to get to you! I don't want to be on the phone all day!"
I reply "I do apologize for that, ma'm, Our hold times are high because our centers in Texas are closed due to flooding from Harvey. But I am glad you called today rather than tomorrow...as our centers in Florida are going off line because of Irma....we need to evac our people there now. But I'll warm transfer you to disputes, to make sure you get a real person, mmmkay?"
Sure lady, we are all going to stay in the center and drown just to keep you from waiting on hold!
Lady calls in, has been misdirected to wrong dept. I tell her I must transfer her, to be met with a shriek of "I am very displeased with that! I was on hold for 13 minutes to get to you! I don't want to be on the phone all day!"
I reply "I do apologize for that, ma'm, Our hold times are high because our centers in Texas are closed due to flooding from Harvey. But I am glad you called today rather than tomorrow...as our centers in Florida are going off line because of Irma....we need to evac our people there now. But I'll warm transfer you to disputes, to make sure you get a real person, mmmkay?"
Sure lady, we are all going to stay in the center and drown just to keep you from waiting on hold!
Comment