kevlar for messengers

(because remember how I said "don't shoot the messenger"? I mean, I didn't say it, but I posted it here)

I need to rant a little. My time as a telephone operator at first-work is coming to a close in a week, and I wanted to share what I've learned while working in this position - as well as my position at my second job, since I perform the same basic duties at either post. To me, it appears that quite a few callers could stand to learn a few of the same things, as well.

Operator, this is Nolan, can I help you? I mean, really.

• Yes, the greeting is necessary. Without it, you wouldn't know where you just called or who you're speaking to in case you need the same person to direct you to the same place or provide the same information more than once, or if you want to suggest special recognition to our supervisor... or file a complaint, either way.
• Believe it or not, we strive to answer your call as quickly as possible. Please recognize the potential massive volume of calls that we could be receiving at once. Some companies are busier than you think.
• You get what you ask for when it comes to where you want your call to go. This also implies that you probably shouldn't ask for more than one department at once, or ask for a general title that can apply to several people in several departments. Good telephone etiquette makes us happy, too - just don't give us your life story before you're sure you got to where you needed to go.
• Telephone operators are more intuitive than they're given credit for. We always have some form of directory at our fingertips, and if we are unclear on where to transfer a call, we have the common sense to ask one another for help. In extreme circumstances, we know enough to come back and ask you for clarification - which may seem like an inconvenience to you, but you know, we're only doing our best to help you.
• Everyone gets the run-around at some point. Please realize that nobody does it on purpose. Unless, of course, their name is Peggy.

USA Prime Credit, my name Peggy. You haev problem?

The same basic concepts also apply to any basic front-desk position where assistance is provided in person where it is needed. The only thing I could think to add here is, a lot of the time, all the information we have is what we are given, and at times the best answer we can come up with would be to direct you to someone who can better answer your question. Also, we in this position are not exclusively responsible for fulfilling appointments between you and others - last-minute changes, cancellations or other difficulties you may encounter aren't our fault (unless we say so). If that isn't what you mean to imply when you confront us, then why act like it is?

You know, I think the only take-home point is, please be patient. Not that I'm generally a patient person myself, but when it comes to taking calls, I do what I can. It's the most anyone can do, really.