They tend to say harsh things about customers that call ... with the line still open, and without hitting the "Hold" button.
It's really not that tough to do. It's a pretty red button. You push it once.
And with that one little push, you eliminate all the anger or frustration of the person who called that, despite you putting your hand over the receiver, really CAN still hear you.
It comes in especially handy when you then finally transfer the call to me ... not because it's anything I should have to deal with, but because you get frustrated and so THEN you hit "Hold" and tell me to pick it up.
Although usually, it's telling me to pick it up, but then you sit there with the receiver in your hand, and the call is still live.
Yeah, that was Statler this morning.
She won't accept the fact that she isn't hearing as well as she used to.
She won't hit the "volume" button on her phone, if a call is difficult to hear.
And when she gets frustrated and starts talking crap about the person who called, who is "mumbling" or "doesn't know what he/she wants" or "is talking on one of those damn cell phones, so you can't understand a thing," she doesn't first hit that beautiful "Hold" button.
She did that today, because she couldn't understand the customer's name.
Her guess wasn't even close.
I'm not sure why she was even trying, since she doesn't have a computer on her desk to look up the customer's account.
I do.
But first I have to listen to her go back and forth with the customer, about the ad, about her name, about everything.
Then she starts in with "She isn't even speaking clearly, I can't understand her" etc., etc., etc.
I pointed out that she did NOT have the call on hold.
Her response?
"My hand is over it, so she can't hear me."
Then she got totally frustrated, and said "you take it." and put the call on hold.
When I picked up the phone, the first thing the customer said to me was "Yes I could hear her."
So add "Diplomatic relations" to my job description because now I have cranky Muppets AND an angry customer.
All of which could have been avoided if Statler would just hit the dang "Hold" button.
Such a simple solution ... which will never, ever happen.
