I get this pretty much every day, but today’s really rubbed me the wrong way for some reason.
A field rep called in for account research. Of course, she didn’t feel the need to introduce herself. Just, “Account *********.” And then when I asked her name, just, “I’ve been on hold for 20 minutes.”
Why do people think that we don’t know how long they’ve been holding, or that telling me will somehow make their phone call any faster? You just added 7 seconds to the next person’s hold time because I had to apologize for the hold times and ask who the frick frack snick snack you are and what right you have to this customer’s information!
A 20 minute hold time for you means we’ve been that deep in queue for a bare minimum of 20 minutes. We can only talk to one person at a time. The longer you spend complaining about your hold time, the more you’re contributing to other people’s hold times!
TL;DR: People, what a bunch of bastards.