A man who refused to identify himself phoned three times yesterday. I didn’t make note of the first person he requested at 3:51 p.m., because he was one of many callers who have alleged not to understand my question, “What is this in reference to,” then responded with “I don’t know what to say” to my rephrase, “What is the purpose of your call.” When I broke it down to a toddler’s level with “Why are you calling” and this individual still feigned ignorance, he was deemed suspect and sent to Purchasing.
4:58 p.m. – He asked for the HR manager, claiming it was a business call. I recognized the number on Caller ID and requested that he provide more details for proper screening. He replied, “I wish not to,” so I stated, “Then I cannot transfer you.” He hung up.
5:00 p.m. (when the board should have automatically shut down) – We went through the same process for another HR employee. He started arguing, “How am I supposed to conduct business if you won’t transfer my calls?” He was overtalking me, but when he stopped to breathe, I explained that in accordance with company policy, he couldn’t be passed along without the proper back-up information. Next, he demanded my name (which I gave) and to speak with my supervisor. I said “Certainly” and forwarded him to the assistant manager, who later told me that he heard people talking in the background, but nobody answered him, so he hung up.
A man who refused to identify himself phoned three times yesterday. I didn’t make note of the first person he requested at 3:51 p.m., because he was one of many callers who have alleged not to understand my question, “What is this in reference to,” then responded with “I don’t know what to say” to my rephrase, “What is the purpose of your call.” When I broke it down to a toddler’s level with “Why are you calling” and this individual still feigned ignorance, he was deemed suspect and sent to Purchasing.
4:58 p.m. – He asked for the HR manager, claiming it was a business call. I recognized the number on Caller ID and requested that he provide more details for proper screening. He replied, “I wish not to,” so I stated, “Then I cannot transfer you.” He hung up.
5:00 p.m. (when the board should have automatically shut down) – We went through the same process for another HR employee. He started arguing, “How am I supposed to conduct business if you won’t transfer my calls?” He was overtalking me, but when he stopped to breathe, I explained that in accordance with company policy, he couldn’t be passed along without the proper back-up information. Next, he demanded my name (which I gave) and to speak with my supervisor. I said “Certainly” and forwarded him to the assistant manager, who later told me that he heard people talking in the background, but nobody answered him, so he hung up.