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pot_luck · Jul 2nd, 2009, 12:16 PM

I called my Ob/Gyn today for the result of a pap smear. The receptionist pics up the phone I tell her why I am calling. She puts me on hold comes back to the phone and puts me on hold again but this time she actually hangs up on me. I call back and she tells me that she cant give me the results because she isn't authorized to do so. I will have to call on Monday to speak to the doctor but she refused to tell what time he would be in. I then ask her why didn't she just tell me that when I asked for the results instead of putting me on hold. She began yelling and screaming at me.I tell her that she isnt speaking to a little child and she hangs up on me. What happened to customer service? I like this doctor but will never return to his practice after the behavior of his front desk staff.

plain jane doe · Jul 2nd, 2009, 01:08 PM

You should let the practice know. There is no way they want themselves represented by that kind of behavior, and you shouldn't have to lose a good doctor over it.

MiuMiow · Jul 2nd, 2009, 03:15 PM

Customer service has not died as such but I do believe it's been in a coma for years now.

frozendiva · Jul 2nd, 2009, 04:07 PM

Perhaps someone came to the desk while she was talking with you and she had to put you on hold. Occasionally, you do disconnect someone. The receptionist is not authorized to give out test results. She may not know when the doctor will be in on Monday.

People do have bad days.

I'd cut her some slack this time. If it keeps happening, then complain.

PhantaBitten · Jul 2nd, 2009, 04:18 PM

I ask myself this every time I shop or go out to eat. Its gone to hell I believe.
Sorry this happened to you.

ILuvShopping · Jul 2nd, 2009, 05:22 PM

i'd chalk it up to a bad day unless this person does it a lot. we all have bad days and arent' able to put on a happy face for everyone.

although i do agree that good customer has been pushed aside. and i'll be the first to admit, i've worked in retail/customer service. ill be the nicest person in the world until you either try to take advantage of the situation or just a huge grump, then i'm not going to try at all for you.

juneping · Jul 2nd, 2009, 05:50 PM

i would let her boss know her behaviour...but if you call again and she's all pleasant then just let it go.

madamefifi · Jul 2nd, 2009, 07:55 PM

I have to disagree with the philosophy of "cut her some slack, maybe she was having a bad day". IMO it is NEVER acceptable for anyone in the customer service industry to take out their bad mood on a client. I am a nurse which is the ultimate customer service job---do you think a sick person wants their nurse to start screaming at them or walk out of the room and never come back because she had a fight with her husband or whatever? That receptionist was out of line and I would definitely mention it to the office manager or whomever it may concern.

canada's · Jul 2nd, 2009, 07:57 PM

Originally Posted by plain jane doe

You should let the practice know. There is no way they want themselves represented by that kind of behavior, and you shouldn't have to lose a good doctor over it.

agreed.

whether you leave or not, let the doctor know as there's no way they want someone treating their patients like that.

pot_luck · Jul 2nd, 2009, 08:13 PM

Originally Posted by frozendiva

Perhaps someone came to the desk while she was talking with you and she had to put you on hold. Occasionally, you do disconnect someone. The receptionist is not authorized to give out test results. She may not know when the doctor will be in on Monday.

People do have bad days.

I'd cut her some slack this time. If it keeps happening, then complain.

She has to know when he will be there because she makes appointments. She just wanted to be difficult.

Also I dont think I should have to cut her some slack. I am a paying customer that should be treated with respect.The yelling and screaming is one thing but when she hung up that took the cake. After she hung up I called back to tell her that I will definately be letting the doctor know how I was treated. She told me, "this call is rediculous" and hung up again.

wordbox · Jul 2nd, 2009, 09:18 PM

The first part of this didn't bother me; as a receptionist myself, it's quite easy to accidentally hang up on someone (especially with a multi-line phone system). And I've had similar conversations. While I don't work at a doctor's office, sometimes I can't release a lot of client information without my approval from my bosses. Even if they are in the office, I might have to put someone on hold, try to check with my boss, find out they aren't available or stepped out of the office or suddenly they take a call or whatever, go back to the phone call, start talking, have a customer come in, put them on hold again, etc etc etc. It happens.

However, if I purposely hung up on a client (as it seems she did at the end of your last call) or if I yelled at a client, I would no longer have my job. I've dealt with a few incredibly rude people, but I know that, as a receptionist, I am the face of our company and often the first person our clients see or speak with. It's my job to be courteous. It can be a frustrating job, and sometimes clients or other people expect things from me that I can't help (like when I need something approved, or if employees/bosses are out of the office I can't help that and I can't snap my fingers to change that or make magic happen)... but I can control how I handle myself.

Try to be understanding about the first part. I don't always know when my bosses will be there, and I'm not going to tell clients all the time about things like that anyway. She might not be supposed to release that (or perhaps she doesn't know... they might not have appointments scheduled early so she's not sure when the doc will get in). Trust me, a lot of people leave receptionists in the dark and think we can read minds! As for not telling you up front about not releasing the results, she may have had to ask someone about it (or perhaps the doctor was there but with a patient or busy or something, so no one was available to talk with you but she was checking to make sure).

As for the yelling part, I would bring that up with the doctor. That is very unprofessional.

JSH812 · Jul 2nd, 2009, 09:47 PM

well, she's telling the truth when she says she isn't authorized to give you any results. So that part - you can trust she's being honest. As for everything else....... I agree with a previous poster - chalk it up that maybe she was having a bad day. You never know what news she might have gotten and your phone call was right in the middle of it.....

Just call back Monday. If I were you - I'd just let it go.

candypants1100 · Jul 2nd, 2009, 10:03 PM

blah!! i would let the dr know immediately. customer service is extremely important and i wouldn't patronize a place that didn't treat me with respect.

frozendiva · Jul 2nd, 2009, 11:40 PM

Pot_luck, you really don't know what's going through the mind of the receptionist. I think Americans get a long weekend this weekend and she may not know the doctor's schedule for Monday.

I'd cut her some slack and maybe talk to her when you have your appointment. You never know what's happened on her end - maybe ten people have yelled at her for no reason before you called.

I do some customer service at my job and it never ceases to amaze me how rude, ignorant, nasty, condescending and sexist some folks can be. I put the 'smile' on but I don't appreciate being treated as a servant or piece of cattle. Or worse.

Respect is something you *earn*. Courtesy is a given.

pot_luck · Jul 3rd, 2009, 12:10 AM

^^I understand what you are saying but it really isn't my problem if 10 people called and cursed her out, I didn't. I wasn't upset that she hung up on me the first time. I became upset when she started yelling and hung up the second and third time. I didn't curse or yell at her. If she was having such a bad she should have stayed home.

It is impossible for her to not know what time the doctor comes in if you are scheduling appointments. You know what time his first appointment is so you know he will be in around then. Besides, she told me to call back when he would be there.

I am having a bad day is not an excuse to be rude. I would never give slack to someone who's rude to me, I deserve better.

Jul 2nd, 2009, 12:16 PM	#1
pot_luck OP Member Joined: Nov 2007 Location: The Garden State Posts: 780	What Happened to Customer Service? I called my Ob/Gyn today for the result of a pap smear. The receptionist pics up the phone I tell her why I am calling. She puts me on hold comes back to the phone and puts me on hold again but this time she actually hangs up on me. I call back and she tells me that she cant give me the results because she isn't authorized to do so. I will have to call on Monday to speak to the doctor but she refused to tell what time he would be in. I then ask her why didn't she just tell me that when I asked for the results instead of putting me on hold. She began yelling and screaming at me.I tell her that she isnt speaking to a little child and she hangs up on me. What happened to customer service? I like this doctor but will never return to his practice after the behavior of his front desk staff.
	__________________

Jul 2nd, 2009, 01:08 PM	#2
plain jane doe Member Joined: Aug 2008 Posts: 1,378	You should let the practice know. There is no way they want themselves represented by that kind of behavior, and you shouldn't have to lose a good doctor over it.
plain jane doe Member Joined: Aug 2008 Posts: 1,378

Jul 2nd, 2009, 03:15 PM	#3
MiuMiow Member Joined: May 2008 Posts: 541	Customer service has not died as such but I do believe it's been in a coma for years now.
MiuMiow Member Joined: May 2008 Posts: 541

Jul 2nd, 2009, 04:18 PM	#5
PhantaBitten Drive One. Joined: Mar 2008 Location: Where ZETTERBERG and OSGOOD reign Posts: 4,114	I ask myself this every time I shop or go out to eat. Its gone to hell I believe. Sorry this happened to you.
	__________________ Finished my Christmas shopping in record time this year SAVING SAVING SAVING for a Ford Fusion SE/I-4/FWD/white platinum tri-coat metallic exterior/charcoal black cloth interior

Jul 2nd, 2009, 05:22 PM	#6
ILuvShopping <3 Joined: Jun 2007 Location: Iowa Posts: 2,895	i'd chalk it up to a bad day unless this person does it a lot. we all have bad days and arent' able to put on a happy face for everyone. although i do agree that good customer has been pushed aside. and i'll be the first to admit, i've worked in retail/customer service. ill be the nicest person in the world until you either try to take advantage of the situation or just a huge grump, then i'm not going to try at all for you.
	__________________ . . Whimsy Bits..... a bit of whimsy.... Up and Running!! Check out my handmade jewelry http://whimsybits.etsy.com

Jul 2nd, 2009, 04:07 PM	#4
frozendiva Member Joined: Feb 2008 Location: The Great White North Posts: 1,184	Perhaps someone came to the desk while she was talking with you and she had to put you on hold. Occasionally, you do disconnect someone. The receptionist is not authorized to give out test results. She may not know when the doctor will be in on Monday. People do have bad days. I'd cut her some slack this time. If it keeps happening, then complain.

Jul 2nd, 2009, 05:50 PM	#7
juneping couch potato-ing Joined: Jun 2007 Location: NYC Posts: 4,032	i would let her boss know her behaviour...but if you call again and she's all pleasant then just let it go.
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Jul 2nd, 2009, 07:55 PM	#8
madamefifi cat hoarder Joined: Aug 2006 Location: virginia Posts: 4,010	I have to disagree with the philosophy of "cut her some slack, maybe she was having a bad day". IMO it is NEVER acceptable for anyone in the customer service industry to take out their bad mood on a client. I am a nurse which is the ultimate customer service job---do you think a sick person wants their nurse to start screaming at them or walk out of the room and never come back because she had a fight with her husband or whatever? That receptionist was out of line and I would definitely mention it to the office manager or whomever it may concern.
	__________________ Since each of us is blessed with only one life, why not live it with a cat? --Robert Stearns Or 10! --Mme Fifi join me at goodreads.com!

Jul 2nd, 2009, 09:18 PM	#11
wordbox MRS. wordbox Joined: Feb 2007 Location: The North Pole Posts: 5,204	The first part of this didn't bother me; as a receptionist myself, it's quite easy to accidentally hang up on someone (especially with a multi-line phone system). And I've had similar conversations. While I don't work at a doctor's office, sometimes I can't release a lot of client information without my approval from my bosses. Even if they are in the office, I might have to put someone on hold, try to check with my boss, find out they aren't available or stepped out of the office or suddenly they take a call or whatever, go back to the phone call, start talking, have a customer come in, put them on hold again, etc etc etc. It happens. However, if I purposely hung up on a client (as it seems she did at the end of your last call) or if I yelled at a client, I would no longer have my job. I've dealt with a few incredibly rude people, but I know that, as a receptionist, I am the face of our company and often the first person our clients see or speak with. It's my job to be courteous. It can be a frustrating job, and sometimes clients or other people expect things from me that I can't help (like when I need something approved, or if employees/bosses are out of the office I can't help that and I can't snap my fingers to change that or make magic happen)... but I can control how I handle myself. Try to be understanding about the first part. I don't always know when my bosses will be there, and I'm not going to tell clients all the time about things like that anyway. She might not be supposed to release that (or perhaps she doesn't know... they might not have appointments scheduled early so she's not sure when the doc will get in). Trust me, a lot of people leave receptionists in the dark and think we can read minds! As for not telling you up front about not releasing the results, she may have had to ask someone about it (or perhaps the doctor was there but with a patient or busy or something, so no one was available to talk with you but she was checking to make sure). As for the yelling part, I would bring that up with the doctor. That is very unprofessional.
	__________________ Married the love of my life 10.31.09 Last edited by wordbox; Jul 2nd, 2009 at 09:23 PM.

Jul 2nd, 2009, 09:47 PM	#12
JSH812 horses&hounds Joined: Jan 2008 Location: wild&wonderful Posts: 2,557	well, she's telling the truth when she says she isn't authorized to give you any results. So that part - you can trust she's being honest. As for everything else....... I agree with a previous poster - chalk it up that maybe she was having a bad day. You never know what news she might have gotten and your phone call was right in the middle of it..... Just call back Monday. If I were you - I'd just let it go.

Jul 2nd, 2009, 10:03 PM	#13
candypants1100 Member Joined: May 2008 Location: candyland Posts: 4,549	blah!! i would let the dr know immediately. customer service is extremely important and i wouldn't patronize a place that didn't treat me with respect.
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Jul 2nd, 2009, 11:40 PM	#14
frozendiva Member Joined: Feb 2008 Location: The Great White North Posts: 1,184	Pot_luck, you really don't know what's going through the mind of the receptionist. I think Americans get a long weekend this weekend and she may not know the doctor's schedule for Monday. I'd cut her some slack and maybe talk to her when you have your appointment. You never know what's happened on her end - maybe ten people have yelled at her for no reason before you called. I do some customer service at my job and it never ceases to amaze me how rude, ignorant, nasty, condescending and sexist some folks can be. I put the 'smile' on but I don't appreciate being treated as a servant or piece of cattle. Or worse. Respect is something you earn. Courtesy is a given.

Jul 3rd, 2009, 12:10 AM	#15
pot_luck OP Member Joined: Nov 2007 Location: The Garden State Posts: 780	^^I understand what you are saying but it really isn't my problem if 10 people called and cursed her out, I didn't. I wasn't upset that she hung up on me the first time. I became upset when she started yelling and hung up the second and third time. I didn't curse or yell at her. If she was having such a bad she should have stayed home. It is impossible for her to not know what time the doctor comes in if you are scheduling appointments. You know what time his first appointment is so you know he will be in around then. Besides, she told me to call back when he would be there. I am having a bad day is not an excuse to be rude. I would never give slack to someone who's rude to me, I deserve better.
	__________________

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