I was an Atomic Robot Jungle Vixen!

I have a theory about phone calls from clients and customers at work. Basically I believe that no matter how upset or confused someone is, most people will be placated or enlightened by the second employee they talk to, no matter who it is and even if they say exactly the same thing.
This is something I've observed over the years by transferring calls or taking transferred calls. It seems like no matter who it is that takes the transferred call, the client or customer feels they are talking to someone with more authority or experience, that the person who answered the phone in the first place is more likely a lowly grunt. This of course isn't always the case, as supervisors and such often answer phones themselves at different businesses.
That isn't to say that this always works, as there are certainly people who will never be happy no matter what happens, but it definitely worked almost every time I've ever seen this situation come up by chance.
I'm not confident enough in this theory to try it out deliberately, but it would be nice to see some sort of study done on this.

posted by Tabby at 1/03/2006 11:54:00 a.m.

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