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Old 04-03-2007, 09:31 PM   #1
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Where Has Courtesy Gone


I like to mention something about this subject. Today, I walked into a law firm reception area and ask to see a certain lawyer and I was told that I needed an appointment first. Fine I said; I will call. But in the meantime, I brought some material for the attorney to look over and I would like to leave them with you and you can forward it to the attorneys secretary or paralegal. She said, no problem; I will put your papers into a larger envelope.
So while I was adding my address and telephone to the materials, the receptionest asked questions for my visit. I answered her's and had a few myself which she answered.
I was speaking to her for no more then a minute, when suddenly her phone started ringing. There was about 5 or more calls that came in and each of these calls interupted our conversation. So after the 4th call, I got a bit irritated and tried to maintain our conversation while she was taking the call. Suddenly she said "EXCUSE ME, I AM ON THE PHONE.
I looked at her and said to myself, I thought I was on a conversation with you before the phone caller. So how did I get bumped, when I was first. After the 5th caller, I finally got my business settled and this is what I told her:
Where I come from; we take care of the customers that are waiting and put the callers on hold. I told her it was inconsiderate of her to be taking calls while I was explaining my position on the visit.
So next time, I am going to take my cell phone with me and I will go the corner of reception area and call her and say:
Now can we have a conversation without being interupted.

Does this situation sound familiar to you? When someone makes a call and gets put on hold, its because the business is talking to another customer and you have to wait your turn. That's ok with me, but when you are in their presence, the phone rings and you are supposed to shut up and allow the receptionest to talk to another that you could say, came in behind you. I don't think thats right, do you?

For some reason, people let a phone rule their lives or do I have it backward: "it depends on who you are that determines how your treated".
I think this has happen to everyone in some form or another and probally still does. Does anyone have an opinion on how to handle it better then I did?

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Old 04-03-2007, 11:57 PM   #2
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Where Has Courtesy Gone


well you gotta give the receptionist a break, her primary role there is probably just answering the phones. She isn't a paralegal/lawyer, so she couldn't probably help you anyways. The only thing she could probably do for you is schedule an appointment. But she shouldn't be rude and say IM ON THE PHONE!

I get the same treatment all the time at retail stores, clerks answer the phones and spend 30 seconds saying "HOLD ON ILL CHECK IF ITS IN STOCK" while you wait in line. Grrr.

You know why I think people don't give a damn anymore? Because nobody gets paid enough to! My wife used to be a receptionist at a law firm and didn't get paid well at all. It's hard to respect your employer's clients when your employer can't even respect you enough and pay a livable wage.

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Old 04-04-2007, 08:44 AM   #3
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Where Has Courtesy Gone


What a shame employers tell their employee's to do nothing more then their assigned tasks. I am an old timer and I did not forget that employee's used to act like human beings and treat those like they would like to be treated. I suppose the blame should go back to the source, the employer and the Bean Counters. I wonder how all the lawyer types would feel if I got in line ahead of them to buy Opera tickets. If they complain, I'll just put my cellphone to my ear and yell:
"EXCUSE ME, I AM ON THE PHONE".
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Old 04-04-2007, 11:06 AM   #4
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Where Has Courtesy Gone


On the other hand, I had this bad experience in HD, a staff looks like hook on to a business style customer so much and he spent over one hour explaining everyting to the same customer while I am waiting to ask for one simple question, the customer go all the way of asking question like never end and those questions believe me, many of them are so so... I don't know...how to say... but for over one hour (kind of).... how do you deal with this? being the first person in line does not mean you can abuse the service like that?... ... I see that many times in HD... I think somewhere there is a line should be draw, being the first person does not mean everything....
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Old 04-04-2007, 05:42 PM   #5
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Where Has Courtesy Gone


You won't get good advice from Home Depot. I would have gone to the service desk if it was just a question on availability or location; but if it was a "how to" type of question, I would have purchased a book on the subject. When that company made its presence in my city, they hired people with some ability. Now the only qualifications that are needed is to show the customer where the products are.
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Old 04-04-2007, 07:28 PM   #6
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Where Has Courtesy Gone


I believe the receptionist is in a catch-22 situation: she must take care of walk-in customers and cover the phones at the same time. She has mutually exclusive priorities and it's not fair to you, her or the callers.

Having said that, I'm not excusing her rudeness, and I can completely understand your feeling put off.

My personal philosophy is to try to put myself in the other person' shoes. I do agree that folks don't seem to be as gentle and polite these days and it may be a defensive reaction.

I held a position, once upon a time, that had a policy of answering the phone before the 3rd ring. Now I didn't have the walk-in to contend with. However, I was in a pod set-up with 3 other individuals, and each of us covered the other's calls if the other wasn't available. Each phone had 2 incoming lines. That created the potential for one person to be responsible for up to 8 phone calls at one time! There were times that all I could do was answer the ring and say, "Could you please hold?" I'm sure I upset my share of callers but it really was an impossible situation some times.
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Old 04-04-2007, 08:06 PM   #7
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Where Has Courtesy Gone


I was going to send in a complaint but after thinking it out, she was doing exactly what her boss told her to do most likely. So if your a big shot, the callers get put on hold; but if you are joe average, you are going to wait until all the other joe average calls are answered. The boss does not give a damn if you were first.
I'll be prepared next time this happens. I will take my business elsewhere.
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Old 04-04-2007, 08:56 PM   #8
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Where Has Courtesy Gone


Maybe we should start a campaign of practicing 'random acts of kindness' and 'spreading senseless beauty.'

The whole world could be softer and gentler.
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Old 04-05-2007, 08:56 AM   #9
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Where Has Courtesy Gone


Quote:
Originally Posted by rjordan392 View Post
You won't get good advice from Home Depot. I would have gone to the service desk if it was just a question on availability or location; but if it was a "how to" type of question, I would have purchased a book on the subject. When that company made its presence in my city, they hired people with some ability. Now the only qualifications that are needed is to show the customer where the products are.

I gave up getting advice from HD already as two times what I got and the answers are all wrong when I did some research on the internet... they can only give advice for very simple questions which most DIYers's don't ask... only those people never touch a hammer may ask which question they can probably being able to answer...

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