There were more calls waiting in the queue than I had seen in a long time. I was doing my best to keep up and I was falling way behind. I was having one of those days where I attracted the most difficult calls and could not do anything easy. The supervisors weren't even yelling anymore, they were just picking up as many calls as they could and hoping this would let up soon.

When it gets like this, you take 3 or 4 calls and then turn your phone off and finish the transactions and then take more calls. Of course, the management at my center does not keep track of how many calls you have undone, that is unless they start getting old and people start calling back for confirmation on the trade.

"Ring...Ring...Ring.."
"Anonymous Investments, This is AC, How can I help you?"
"It's about time! I didn't think you guys would ever answer the phone!" Answered a woman with a distinctly nasally midwest accent.
"I'm sorry about the hold time. What can I do for you?"
"Listen, I need this trade expedited. I may have already lost money being on hold for so long! Do you understand me?"
"Certainly...."

I took her information and gave her a control number and said I would try to send her an email when it was done. Then she got one more dig in...

"I want a call back when the trade is completed. I am not waiting on hold again! You people need to get your act together and start providing more prompt service! [CLICK]"
With that unceremonious click in my ear this little ray of sunshine was gone..

I stopped for a minute and thought about what I should do next. With her order, I had two orders waiting to be completed. She would probabally lose some money if I did not do hers now. Policy states I need to take four before I turn off the phone, but they don't check it.

I reached over and pressed the button to accept another call. She was not worthy of expedited service. She was rude, and selfish and had treated me like I was her slave and she was the only person in this world that had ever been inconvenienced by holding. I know it was the wrong thing to do. I guess its important I share my sins with you guys as much as I share my successes. I almost felt guilty about it.

"Anonymous Investments, This is AC, How can I help you?....."

Thanks for reading,

AC