Actually, that's not true. It is definitely customer-service-centric, but it's also very detail-oriented and takes a lot of focused multi-tasking. So for the past couple of months while my replacement has been adjusting to the position, I've been her back-up - both for the job and, when needed, for her mental health.
Today, she sent me an instant message saying that she was forwarding a call to me because the caller was demanding to speak to me. As soon as her name popped up on the screen, I knew the call would be a challenge.
The call basically started with me being told that the caller was in a hurry because she is 84 and wants her books right away. Even though the last time I worked with her was almost a year ago, the spiel seemed very familiar.
We were on the phone for about five minutes. At one point, the people within earshot of me both audibly inhaled as I spoke. I think, at that point, I had said to her "Is there a reason why you decide to yell and scream when you're on the phone?" (Her response was "Because it's how I get you people to understand what I want." To which I replied "And how is that working for you, today?")
The call eventually ended when I reiterated (for the umpteenth time) that the person she had been speaking to before was the person who could place the order. She simply got quiet. After about 15 to 30 seconds of no speaking (although she'd obviously not hung up), I transferred the call. Apparently she did not speak again when the other person picked up - so the call was ended.
At times it's nice to be reminded what your job used to be. Especially when you're only in it for a few minutes and then you get to go back to your "real" life.
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