I'm in a bad mood right now, which makes it a good time to address a pet peeve. The reason is a phone call I made-two phone calls, actually-trying to reschedule an annual appointment with my ophthalmologist. My eye doctor is highly regarded but I can't say the same for his receptionist, who put me on hold three times during our conversation, the first time even before I had a chance to identify myself.
"Dr. Eyeball's office, please hold."
Doesn't it drive you up a wall when you get rejected even before you get a chance to say your name?
The second time was a few seconds into our conversation after she picked up the line again. I had enough time to tell her my name but not the purpose of my call, when she put me on hold again without asking my permission. There I stewed for perhaps 20 seconds, though it always feels like 20 minutes.
Third time it happened, I hung up and then redialed. Soon as she answered, I told her I'm tired of being put on hold, gave her my preferred date for a new appointment and left my number for her to call me back when she could confirm a booking for that date. She started to get sassy but I cut her short saying that the time it took to argue with me could be better spent rebooking my appointment. I then suggested she ask the doctor to send her to a class on customer service and telephone etiquette-"Or would you prefer that I tell him?" I asked.
She called back shortly afterward with a new date and an apologetic tone. I take no pleasure in haranguing telephone receptionists, yet I'm sorry to say it sometimes gets results.
But it shouldn't be necessary. I understand that sometimes things do get hectic. Nonetheless, whether you are in the doctoring business or any other kind, there are techniques for handling multiple incoming calls that doesn't try the patience of a caller.
Actually, the office had a solution already in hand, though they made poor use of it. I actually made three phone calls into the ophthalmologist's office. The first call reached a voice message system, which stated the office hours and said that if I reached this message during those hours, it was because both phone lines were tied up and to call back later, which I did.
Almost a good solution. What would have made it totally acceptable was a message inviting me to leave my number, with a promise to call me back as soon as the office staff had a free moment. The dentist I patronize has a system like that and I appreciate the fact that it shows consideration for the patient/customer.