Normally, I don't answer the general phone line at work, but we're "currently experiencing a high volume of calls." I decided I could help out. Plus, it's easier for me to deal with this than a walk out from those who are responsible for the phones.
Wow.
You get all kinds.
Free long distance has truly changed the world.They think nothing of calling multiple times throughout the day.
Seriously. I spoke to the same mom five times yesterday. I will say now that we're not friendly. I'm pretty patient. Until a point. We reached that point on call #4. And remember, a bunch of ER nurses trained me in the finer points customer service when I was 19. I couldn't help it. The lady has some choices to make. She understands that now.
But mostly it's entertaining to me. A mother will tell you their family history in less than two minutes. I create the characters in my head while they're talking. We have fun.
"Ginger", for example, started the call by apologizing for burning up our telephone lines. I liked that. Burn it up, Ginger.
I forget the question she asked me, but she went on to tell me all about her anxiety and her daughter's anxiety. I listened. She said "Should I just relax?"
"YES!!!" I said. "Take a deep breath."
"Should I take a Xanax?" she asked.
"YES!!!" I said.
And follow up with your regular physician if this problem persists.
A big thanks to Doris, Lucas, Kay and all the other ladies in the ER for your expert customer service training. 19 years later, it's still effective.
Ginger, call me.