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The rep at my dentist's office in Reno stayed on the phone for 40 minutes and now I feel bad about every time I rushed one
I called to fight a $120 charge I swore was wrong, and she just kept saying 'let me look at that again for you' instead of reading from a script. She found out the front desk entered my insurance ID one digit off six weeks earlier and fixed the whole thing on the spot. I apologized for snapping at her at the start and she laughed it off, which somehow made me feel worse. Does anyone else hang up from a call like that and rethink how they treat the person on the other end?
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dianagreen25d ago
Thinking about those minute long calls makes me realize the person on the other end is just trying to do a job with zero control over what got messed up before they picked up. That dentist rep probably deals with a dozen angry callers a day, and one person who snaps then says sorry does not erase the whole pile. It costs nothing to stay calm at the start, because by the end you might be thanking them for saving you money.
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