This electronic age we are now living in, has many benefits ! We can text, email, tweet, fax and last but not least ‘phone’. Sometimes the telephone is the last option when we have no other choice. There are those of us, now speaking for myself, that worked for many years where the telephone was a large and necessary part of the job. So now, while I of course use the phone for things that are necessary, or to speak to friends and relatives; I do admit to not spending a lot of time on the phone.
However, when a business has a phone and one needs to contact them, I am so tired and frustrated by the voice mail options that are endless. I want to be able when it’s important to say “I want to speak to a real live person please!”
Even when we’re given an option to speak to a receptionist, we then get another voice message from them, indicating they can’t take the call because they’re busy, and will call back. I want to say “I’m sorry but I need to confirm something now, and I don’t know how long it will be before you decide you have time to call me back”.
What on earth even happened to business etiquette? What happened to customer service? What happened to someone caring on one end of the phone, especially when it’s a doctor’s office, that perhaps several hours or in one case the secretary indicated 3 days for non-urgent calls, to be returned; oh and don’t call back and leave more than the one message! I want to shout sometimes, that it will only take two minutes of their time, but I really need to know now! The answer depends on what I will be doing that day, or whether or not to cancel.
What I end up doing is ‘waiting’ because after all, I don’t want to be considered a nuisance. Then they might make me wait longer.
As if you haven’t guessed, I’ve just made such a call, and have been waiting for a call back for 1 1/2 hours, and now my husband is wondering if he’ll drive a half hour to the office to see if he can get an answer that way, so we know what we’ll be doing in the afternoon.
(cont’d later in the day) Well, around the time my husband was ready to go, we received a call with the answer we needed!
We did get to our other appointment with the information needed. Unfortunately, our appointment was for 3 pm made on Wednesday for today. We were there about 15 minutes early, and the person that we needed to help us was with a lady and that was fine. It was even fine when that appointment went 15 minutes over as one has to expect this may happen. But what wasn’t okay, was that a person who walked in without an appointment was then going to be looked after before us.
Okay, so I have always considered myself a patient person, and I really still do, because if it had been an urgent reason that they had taken this lady before, I would have understood. This wasn’t a doctor’s office, but I was going to be fitted for a new mask for my CPAP machine; a full face one instead of just a nasal mask. When I called the company the woman made an issue about having an appointment, for this kind of thing. So when this other person just walked in with a similar issue, I felt sure they would take me first.
Well, I politely said, though in a somewhat irritated tone, that I was sorry but I couldn’t wait any longer, and could I please have the prescription for the new mask that had been sent to them by the doctor, as I would need to take it elsewhere. When she went to get it, I told the other person, that it was not her fault, but the people who worked for the company, and that it was because of our conversation on the telephone combined with their action, that was the problem…. and not to worry. The employee came back looking a bit perplexed, took a look at the prescription and said we can do this for you; but my husband having sat very quietly to this point said, that our appointment was for 3 and they were late to start with, and then took someone else first. Before leaving with it, I again said to the other woman, it was not her fault!
So, this post is a ‘grumbly’ post and much too long, but I guess I needed to vent. I wouldn’t blame anyone for not reading it, as there is nothing uplifting in ‘this one’…….