A= MOD manager on duty
B=office person
PO= previous owner
So I work the customer service desk at my work which means I answer the phone, process returns, special orders, large sales, answer/direct inquires so on and so forth. It's been pretty quiet lately since Christmas is over so I rarely get super busy. Hell tends to break loose at lunch time as it did yesterday. I was trying to process a return and the phone was ringing like crazy, 2 calls on hold for the manager, 2 for the receiver, and there's only 4 lines.
When it's busy I try to get through phone calls as quick as I can or quickly direct them. I get this one phone call and the guy starts ripping into me on why wasn't I answering the phone, it rang and rang and rang. I told him I was answering the phones but it is busy here and he started going on as to why wasn't someone else answering the phones then like A or B. Well A was busy with answering the calls for her and B wasn't in. The guy on the line was the previous owner(PO), current owner being his son.
B came in a few minutes later saying that PO was calling her as to why weren't the phones working, took her 8 minutes to reach me on the phone.
There are only 4 lines, at one point they were all busy but no one could seem to grasp this. If all the lines are full, then if someone else tries to call in it just keeps ringing, no busy tone or anything.
They think I was ignoring the phone, maybe for a ring or 2 while I'm with a customer, but not for 8 minutes.
I always thought the customer in front of me was the most important. I politely excuse myself to answer the phone and apologize after for the interruption. I know a big part of my job is answering the phone but cut me some slack, there's nothing I can do when the lines are all full
B=office person
PO= previous owner
So I work the customer service desk at my work which means I answer the phone, process returns, special orders, large sales, answer/direct inquires so on and so forth. It's been pretty quiet lately since Christmas is over so I rarely get super busy. Hell tends to break loose at lunch time as it did yesterday. I was trying to process a return and the phone was ringing like crazy, 2 calls on hold for the manager, 2 for the receiver, and there's only 4 lines.
When it's busy I try to get through phone calls as quick as I can or quickly direct them. I get this one phone call and the guy starts ripping into me on why wasn't I answering the phone, it rang and rang and rang. I told him I was answering the phones but it is busy here and he started going on as to why wasn't someone else answering the phones then like A or B. Well A was busy with answering the calls for her and B wasn't in. The guy on the line was the previous owner(PO), current owner being his son.
B came in a few minutes later saying that PO was calling her as to why weren't the phones working, took her 8 minutes to reach me on the phone.
There are only 4 lines, at one point they were all busy but no one could seem to grasp this. If all the lines are full, then if someone else tries to call in it just keeps ringing, no busy tone or anything.
They think I was ignoring the phone, maybe for a ring or 2 while I'm with a customer, but not for 8 minutes.
I always thought the customer in front of me was the most important. I politely excuse myself to answer the phone and apologize after for the interruption. I know a big part of my job is answering the phone but cut me some slack, there's nothing I can do when the lines are all full
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