Real-Life Decision Making -- Solution
You continue listening to the caller.
You can see in your co-workers' eyes that they need you. But you know you have a strong support team in them. They will be empathetic to what you are doing.
"We have had our days of crying from frustration with callers, and sometimes with each other," says operator Patty Jobs. "This can be a very stressful job if you don't have strong support within the group, including managers."
The important thing to remember, says Jobs, is that the customer comes first. "The customer comes first. This doesn't mean they are always right. They want fast and efficient service."
This particular client has already expressed distaste in being transferred. You know if you were to transfer him yet again, it would only make him angrier. You could offer to have a manager call them back, and be willing to continue listening to them if they want to have it all sorted out right away.
"If we don't have the answer at that precise moment, we take a message and call them back before we go home for the day, if it's possible," says Jobs. "Sometimes by the time the caller reaches the operator, they have been transferred numerous times. We do not want to transfer them again and again or transfer them to a voice mail. People hate this."
You continue listening. It takes a little longer than you would normally have liked, but in the end he is satisfied.