ST Alpha - "Put 'em on hold or send 'em to voicemail if a live person needs help. -- nm" (Reading a Post)

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Put 'em on hold or send 'em to voicemail if a live person needs help. -- nm

Posted by Dr.Vermin (aka Dr.Vermin) Jul 16 '09, 12:05

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Responses:

Is it wrong of me to think the opposite? The live person is there already, they can obviously wait. We don't know how busy the phone person is - con_carne Jul 16, 12:08 4
- It's right from the business standpoint, but not from the customer standpoint. - pmb Jul 16, 12:12
- Depends on the business. If you are offering services only, yeah you probably want the phone person to - TWuG Jul 16, 12:10 2
  - We want to encourage calling & internet rather than showing up, IMO. It's more efficient for all concerned & better for the planet... -- nm - con_carne Jul 16, 12:12 1
    - Sorry, brick and mortar aren't set up to take orders over the phone. They exist to sell products to customers - TWuG Jul 16, 12:14
In the middle of helping them? Say it's a reference question that's taking 4 minutes. Should I interrupt the conversation 2 minutes in to help - mara Jul 16, 12:08 6
- Yes. -- nm - Dr.Vermin Jul 16, 12:19
- can you set a policy like "get to the person in front of you within two minutes"? - TFox Jul 16, 12:10
- Also, keep in mine that we have no reason to prefer that people physically come to the library to ask a question. In fact, in many ways it's better to - mara Jul 16, 12:09 3
  - So, libraries prefer that nobody actually goes there? -- nm - Spawn Jul 16, 12:10 2
    - That b*tch would be perfectly happy if she could play on her computer all day long! - Steve114 si Jul 16, 12:12
    - No, that's not our preference. -- nm - mara Jul 16, 12:11

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