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 Dealing with problems

CCO=Call centre operator   C=Customer

CCO: Hello, Penco Telecommunications.

C: At last. I was just about to hang up. I’ve been on the phone for ten minutes going through various options ... None of which I wanted.

CCO: I do apologize for the wait.sir. How can I help you ?

C: I’ve been waiting in all day for an engineer to come and repair my line. He was due to come at ten o’clock this morning ... It’s now three in the afternoon. I telephoned at twelve o’clock and one of your operators promised to call me back, but she hasn’t. I’ve wasted my day waiting around and worse than that I still can’t receive any calls.

CCO: I’m very sorry. Can i have your number and I’ll look into it straightaway ?

C: Yes , it’s 01889 245624.

CCO: Ok. One moment - I’m going to see who the engineer is that has been assigned to the job ... Ok, I have his number. I’m going to put you on hold and try to find out what’s happened.

C: Please don’t disappear. As i said, it took me ten minutes to get through in the first place.

CCO: Don’t worry, I’ll come straight back to you. One moment ... Right, I’m afraid he has been delayed on another job. He apologises for not calling you sooner. He normally works until 5pm but he’s offered to work later this evening to fit in your job. He can be there by 6pm. Would that be convenient?

C: No, it would not. I’m going out to the cinema this evening.

CCO: I quite understand. In that case, I’m going to have to reschedule him for another day. Can you tell me when would be convenient ?

C: Well, first thing tomorrow morning, but...

CCO : I’ll see what I can do. Please just bear with me for a moment while I speak to him again ... Right that’s arranged for tomorrow morning at nine.

C: That’s all very well, But what am I supposed to do in the meantime ?

CCO: Do you have a mobile phone,sir ?

C: Yes.

CCO: What I can do is to divert any calls coming into your office number on to your mobile phone until your line is repaired. Would that be acceptable to you ?

C: I suppose so. When can you do that ?

CCO : If you’d like to tell me your mobile number, I can get that activated immediately