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I work in the scheduling department for an eye practice and got this fun call today. Usually when people are upset about something you can’t get them to shut up and let you get a word in, but this guy was quite the opposite. I’ll call him AG, Angry Guy.
Me: Good morning, thank you for calling My Workplace, this is tomorrowistomato, how can I help you?
AG: Your system SUCKS
Me: … Okay? Can you tell me which system you’re referring to?
AG: NO.
Me: … All right, well I’m gonna need you to be a little more specific so I can help you.
AG: NO.
Me: (long pause) Sir, I’m not really sure how I can help you if you don’t tell me what the problem is. If I don’t have any information there is nothing I can do for you.
Him: (huffs) What do you want from me?
Me: Excuse me?
Him: What do you want?? You want my name?
Me: Sure, let’s get you pulled up. If I can have your name and date of birth, please.
AG: (grumbles his information)
Me: Right, sir, I see that you have an appointment scheduled for next Friday the 11th at 8:00.
Him: (pause) Friday the 11th? Next week?
Me: That’s right. Is there an issue with that appointment? Or are you having trouble filling out the paperwork online?
Him: No. Forget it. (hangs up)
I honestly don’t even know what to make of that one. I know the guy probably waited a good 15 minutes for me to answer because our queues were crazy busy this morning, so this man literally waited for 15 minutes for me to talk to him but wouldn’t give me any information on what the problem is or how to help him. Like what did he want me to do, was I supposed to read his mind??? Why would you waste your own time like that if you don’t even want help?
I’m thinking maybe he thought he missed his appointment and that it was for today. That happens a lot, where patients think they’ve missed an appointment but it hasn’t happened yet, so maybe he had the date wrong. I’m not sure.
So yeah, if you have a problem with something and reach out to customer service about it, it’s generally helpful if you can tell them what the problem is.
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