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It’s not us, honestly

I try and stay off the phones but today I had to cover and discovered a new issue my team are dealing with.

Customer (c): I want to book / rebook my test appointment

me: I’m sorry, but you need to go to the test website and do it there

C: I can’t /don’t want to / that’s not fair / (insert excuse here) do that

me: I’m sorry but that is the only way you can amend you test booking

C: no, you have you change my booking

Me: I’m sorry, I can’t do that. You have to do it on line.

C: just change my booking

M: I’m sorry, I physically can’t do that. You have to do it on line.

C: I need you to change it

Me: I’m sorry, as I have said, I physically can’t do that. You have to do it on line.

C: why can’t you?

me: because you have phoned the sales office of the building landlord. We are not the company running the tests and we dont have access to either their systems or phone numbers

C: well, how am I going to change my booking?

me: have you tried changing it on their website?

C: ok

end call and repeat

my team didn’t flag that they are getting 20 or 30 of these calls a day. I will be calling the test company tomorrow

What do you think?

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