@Silver said:
@Sunny My opinion of you because of this story kind of went up a lot.
Well, I have a leadership role in a business area that does incoming calls for the rest of the agency -- I can't say it's call center work because there are so many differences -- and I know how it can be. This girl was spot on. Textbook best business practices. We're talking checking back in with me while I was on hold, and not sounding at all resentful about it. Calling me back, because we got disconnected. Asking my permission to put me on hold. Listened to me vent my issue, then asked questions. Tone and word choice, she owned my problem and she was going to get it fixed.
If one of my employees managed a call as perfect as that, I would want to know. That's stuff you ought to get put in your file.
ETA: She paraphrased my problem back to me, too. I knew there was one more thing.