Having Worked In Customer Service and Having Respect For The BS They Deal With, This One Particularly Annoys Me

Former AT&T customer service rep here. I figured out how to become proactive on that. "I apologize for the long hold, but now that you have me, let's get to work on your ptoblem." Before figuring that out, I'd have 5 minute tirades about them being on hold.

As for the part about too cheap to hire enough employees, AT-T did that, too. They put on a hiring freeze and violated the contract with CWA under the guise of "emergency situation". Two years onto this "emergency", I stood up and said it was no longer an emergency, but a contract violation. Prove it? How many millions did the CEO receive in bonuses during that period? Supervisor went back, reported the jig was up and the freeze was lifted.

I hear what you are saying, but one thing i ask you remember is that not all companies with a call center are as big as AT&T. Awesome suggestion for dealing with Irate customers, though.

Thanks. I started at the top and I know it. My brother worked for FedEx, starting as a rep and worked himself up the ladder.

Me, I worked one other call center and was happy the day I walked out. They didn't give a rat's ass about customer service, only making sales.

You have a high stress job and my respect. All total, I did it almost 10 years.

Thank you