What were you doing?

First post. I’m using mobile, sorry for any formatting issues.

I work in customer service for a smallish online retail company. Our call volume has increased about 300% during this lockdown period. There are only 7 of us in the department (at full strength) so our wait times have increased SIGNIFICANTLY. Like 20 minutes to 2 hours at the longest. Our average hold time even during Christmas is about a minute. It’s been stressful. My coworker just shared this gem with me that happened today.

C: Coworker OW: Older woman

C: Thank you for calling business, this is C how may I help you?

OW: Wow, that was a long wait. What were you doing? You must be busy!

C: Yes, we are! How can I help you?

OW: Oh you’re not going to tell me what you were doing? I see…

My coworker was annoyed but stayed friendly. She was trying to find the order the customer was ranting about but she placed 5-6 in the same time frame so it was taking a bit.

After a minute or two OL says: I have the order number. Wow, I can do your job for you. And I’m almost 70!

OR, you could provide the order number BEFORE your rant and we can both be on our way! And honestly, what did that lady possibly think my coworker was doing during her hold time, taking a shower?

Sigh.