(Fire Alarm Blaring)
Agent #1: Sir, I’m so sorry. But I have to disconnect the call. The fire alarm is going off and it is not a drill.
Customer: What? Alarm? You’re supposed to help me!
Agent #1: I apologize, but I really have to hang up. There is a fire in the building. Please call back later.
Customer: You have to stay and help! I’ll file a complaint against you!
Agent #1: Go ahead then. My safety is more important. *hangs up*
(Fun fact: I heard later that this person did get a verbal warning for what was said to the customer…/sigh)
Agent #2: Ma’am, our fire alarm is going off. I’ll have to end this call.
Customer: Oh. It might be a drill. I can hold.
Agent #2: I don’t think this is a drill. Usually we stay when that happens.
Customer: It’s fine. Just put me on hold. I can wait.
Agent #2: Okay… (Flustered, he placed the woman on hold and left. Over an hour later when we could return, the customer was no longer on hold. The second the agent logged in…) *phone rings*
Customer: I thought it was just a drill! I was on hold forever!