Customer Standard Time

[Wenchie]

Because sometimes we don't have a choice. I've had more than one instance where I was the only person in the building and just as the phone starts ringing on a call I have to get made, I'll get an incoming call, and since it might be the boss calling in, I absolutely have to take it.

Which would you prefer: That I hang up on you as you're picking up the phone or that you get a few seconds of hold music while I deal with the incoming call, because last I checked, my boss wasn't going to accept me not doing my job just because he happened to decide he didn't feel like actually making the drive into the office that day.

^-.-^

I've had callers who ask if they can put me on hold as soon as I pick up the phone... I actually don't have a problem with that, because they asked. But when the average time in queue is less than 40 seconds (and usually less than 20) it annoys me if someone has me on hold when I pick up. My bosses tell me that I can hang up on anyone who has us on hold when we pick up the phone. So I would actually prefer you to hang up and call me back if you can't talk... it saves me the trouble of hanging up for you!

[Irving Patrick Freleigh]

We should also have a managers standard time.

Yes, yes, oh god yes.

All but one of the managers at the swamp don't live in town. There's been times where I've had to sit in my care five or ten minutes past five in the morning, waiting for a manager to come and open the store.

And then I have to stay later so my time balances out and it doesn't look like I came in late.

[Alpha Strike]

Which would you prefer: That I hang up on you as you're picking up the phone or that you get a few seconds of hold music while I deal with the incoming call, because last I checked, my boss wasn't going to accept me not doing my job just because he happened to decide he didn't feel like actually making the drive into the office that day.

^-.-^

I have no problem at all with "you" hanging up on me in this situation - in fact, I would prefer it. Our call volume this time of year is massive, we typically have a long que and my personal numbers (number of calls, time on calls, etc) have a direct effect on my yearly review (and paycheck!).

Beyond my intro spiel, and 10-15 seconds of waiting, I simply can't afford to wait for a customer who has me on hold before the call even starts.

[Andara Bledin]

I have no problem at all with "you" hanging up on me in this situation - in fact, I would prefer it. Our call volume this time of year is massive, we typically have a long que and my personal numbers (number of calls, time on calls, etc) have a direct effect on my yearly review (and paycheck!).

Beyond my intro spiel, and 10-15 seconds of waiting, I simply can't afford to wait for a customer who has me on hold before the call even starts.

If, as you say, your queue is massive, then I've already spent an inordinate amount of time waiting just to get to you, and it is likely that I was still on hold with no way to judge when that would change when the incoming call came in.

Second, if you've given me even half a minute, I'd be back already. It only takes about 15 seconds to greet and park someone. I've already given half an hour or more of my time, is it really too much to ask for half a minute of yours?

^-.-^

[Peppergirl]

Ok guys - move along.

No more discussion about customers having us on hold and how long it's appropriate to wait for them.

Lets focus back to the OP's original point.

Thanks.

[Lace Neil Singer]

Also on Christmas Eve last year was the SC who ran up to the petrol station after being turned away at the main store (cuz, you know, it was closing time!) and hammered on the window screaming, "You have to let me in! It's not six o'clock yet!"