Being on hold...
Discussion
I rang up my insurers the other day to find out if the clown of a coach driver who'd hit me had admitted liability. Unfortunately I got the work trainee lass on the phone who had an unfortunate voice that made her sound stupendously stupid. I ask the question and you'd have thought I was asking her the ignition sequence for the space shuttle...cue lots of faffing and umming and erring, eventually she asks to put me on hold while she finds out, no problems I think.
I sat on hold for 8 minutes before I gave up and decided I'll ring back another day. Ten minutes later my phone rings and its this unfortunate sounding lass...
Lass: "Er Hello, did you ring up to find out about your claim a few minutes ago?"
Me: "Yes."
Lass: "Ok, can you hold the line please?"
Me: [in shock] "er...ok"
She then puts me on hold
WTF??? Why ring me back to put me on hold you moron??? I was busy telling someone else what had just happened when she comes back and basically says "We dont know" at which point I hung up. Again. I rang back an hour later, spoke to someone else who sorted out my query in less than 60 seconds.
I sat on hold for 8 minutes before I gave up and decided I'll ring back another day. Ten minutes later my phone rings and its this unfortunate sounding lass...
Lass: "Er Hello, did you ring up to find out about your claim a few minutes ago?"
Me: "Yes."
Lass: "Ok, can you hold the line please?"
Me: [in shock] "er...ok"
She then puts me on hold
WTF??? Why ring me back to put me on hold you moron??? I was busy telling someone else what had just happened when she comes back and basically says "We dont know" at which point I hung up. Again. I rang back an hour later, spoke to someone else who sorted out my query in less than 60 seconds.
If she genuinely was new or a temp, then perhaps she just needed help searching for the information.
Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
nakedninja said:
Doo do do, duh do do do do duh, do do do da, do daa daa...
Nothing like a midi version of 'The Girl from Ipanema' to get the rage flowing.
Direct Line have a loop of about 5 Frank Sinatra songs that they repeat ad infinitum... you lose the will to live pretty darn quicklyNothing like a midi version of 'The Girl from Ipanema' to get the rage flowing.
CypherP said:
If she genuinely was new or a temp, then perhaps she just needed help searching for the information.
Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
Thats a very good point and I was initially thinking how impressive it was until she put me on hold again...Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
CypherP said:
If she genuinely was new or a temp, then perhaps she just needed help searching for the information.
Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
If she was new/temp/not up to scratch then she shouldn't be taking calls. In my humble opinion.Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
I sell call recording systems, be very wary of what you say whilst on hold because more than likely you will be being recorded! We've had insurance companies that will actively put people on hold on purpose because occasionally you will get some numpty admitting liability to someone sat next to them and then deny it as soon as they get back on the phone to the company!
OT, I always just hang up when you get a idiot who doesnt know what they are talking about, ring back later, chances are you will get someone better!
OT, I always just hang up when you get a idiot who doesnt know what they are talking about, ring back later, chances are you will get someone better!
Arese said:
CypherP said:
If she genuinely was new or a temp, then perhaps she just needed help searching for the information.
Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
If she was new/temp/not up to scratch then she shouldn't be taking calls. In my humble opinion.Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
Arese said:
CypherP said:
If she genuinely was new or a temp, then perhaps she just needed help searching for the information.
Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
If she was new/temp/not up to scratch then she shouldn't be taking calls. In my humble opinion.Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
Personally i'd rather be put on hold rather than listening to them fumbling around in the background, or silence and the inevitable loudmouth gits in the background that are probably sitting on the other side of their office. At least if she called you back, its costing you nothing but your time, and you can still talk to other people or do something else while you wait.
CypherP said:
Arese said:
CypherP said:
If she genuinely was new or a temp, then perhaps she just needed help searching for the information.
Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
If she was new/temp/not up to scratch then she shouldn't be taking calls. In my humble opinion.Be thankful that she actually had the initiative to call you back instead of you wasting your phone bill, as the vast majority of insurers/banks/retail services i've called that like to keep you waiting at the customer's expense is very common.
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