Put on hold

[KyCardinalFan]

So I had to call my bank. I decided to call a local branch directly instead of using their national number thinking I'd get better service. I needed a check looked up that is no longer viewable online and was hoping she could tell me who was the recipient instead of me having to order a check copy. I start explaining my situation to her when she says, "Can you hold on? I have a customer." A customer?! WTF do you think I am?! Oh, well, as long as it's a customer!

[Molly]

For some reason, I think IN PERSON customers are taken care of before telephone customers. Don't know why especially if she was taking care of you first. It's not like she was chatting it up with one of her friends when the walk in customer got there.

My biggest beef with being put on hold is people who call me then say "I'm sorry can I put you on hold?" I always say "No, but you can call me back if you need to."

[Spider John]

So I had to call my bank. I decided to call a local branch directly instead of using their national number thinking I'd get better service. I needed a check looked up that is no longer viewable online and was hoping she could tell me who was the recipient instead of me having to order a check copy. I start explaining my situation to her when she says, "Can you hold on? I have a customer." A customer?! WTF do you think I am?! Oh, well, as long as it's a customer!

I understand you're a customer KyCard, but if I am with someone at a bank, or anywhere else, discussing business and that person gets a call, I think I should get priority because I was there first.

[cardinalkarp]

So I had to call my bank. I decided to call a local branch directly instead of using their national number thinking I'd get better service. I needed a check looked up that is no longer viewable online and was hoping she could tell me who was the recipient instead of me having to order a check copy. I start explaining my situation to her when she says, "Can you hold on? I have a customer." A customer?! WTF do you think I am?! Oh, well, as long as it's a customer!

I understand you're a customer KyCard, but if I am with someone at a bank, or anywhere else, discussing business and that person gets a call, I think I should get priority because I was there first.

I think what KYC was saying is that the person was on the phone w/ them first and then a cust walked in and the she told KyCard "hang on I have a customer".

[Secret Weapon]

I know where I work, where excellent service is our top priority, they tell us that a customer who is there in person is a higher priority than the customer on the phone, even if the guy on the phone called first.

[TheoSqua]

Semi-Related rant: I work for a bank doing web administration. I don't have access to online banking or customer accounts. I just take care of the public site doing updates and redesigns and stuff like that.

Customers will call the branch offices of my bank and say they need online banking help. The tellers or loan officers or whoever do a look-up on our internal portal rather than refer the person to the call center that handles customer support, notice that my department is "web administration" and give the customer my extension.

I get the phone call, have no idea what in the world the person is talking about or how to solve their problem, legally cannot give them any help, and have to figure out who to give them to. There's a reason companies have policies about customer support, and it's not only to systemize calls, but it's to ensure that the person who needs help gets ahold of someone who knows how to help them.

[Molly]

I know where I work, where excellent service is our top priority, they tell us that a customer who is there in person is a higher priority than the customer on the phone, even if the guy on the phone called first.

I think a lot of companies are like this. I don't think it's good business. A reasonable person can tell the difference between an employee who is helping another customer on the phone as opposed to chatting w/a friend.

What makes the walk in's business more important than mine? The fact they are there in person? What if I'm someone who cannot easily make it there in person, i.e. handicapped in some way or another. What ever happened to first come, first served.

[KyCardinalFan]

I believe in the first come, first served, but really would I have known?

Ideally, she should have heard my problem (I was nearly finished), put me on hold and then dealt with the walk-in. I would've waited because I would've thought I was on hold for her to solve my problem. She could help the walk-in, address my problem and then come back to me.

If that wouldn't work - at the very least - don't tell me you're ditching me to help a customer.

EDIT: and I agree with Molly. If I had been the walk-in and saw a CSR on the phone and it was obvious she was doing business with someone, I wouldn't have minded waiting a minute or two.

[Spider John]

So I had to call my bank. I decided to call a local branch directly instead of using their national number thinking I'd get better service. I needed a check looked up that is no longer viewable online and was hoping she could tell me who was the recipient instead of me having to order a check copy. I start explaining my situation to her when she says, "Can you hold on? I have a customer." A customer?! WTF do you think I am?! Oh, well, as long as it's a customer!

I understand you're a customer KyCard, but if I am with someone at a bank, or anywhere else, discussing business and that person gets a call, I think I should get priority because I was there first.

I think what KYC was saying is that the person was on the phone w/ them first and then a cust walked in and the she told KyCard "hang on I have a customer".

If that's the case, then I'm on KyCard's side.

[Leroy]

Could you hang on a second?

There's another thread that I need to respond to.