It is important to listen to customers and help each person, but there are times when I am just not paying attention to you. I am really sorry about that, but I am only human. Sometimes when you call me at the office, I have other matters on my mind. I am just not listening to every customer on the phone and there are several reasons why.
A) You talk too much. Yes, I said it. I am sorry. After I've been working hours and hearing sob stories and angry rants, my brain can't process it all anymore. I don't really need to know 5 different reasons why you need a refund. Please just tell me you need a refund and give me one basic reason, and I will see what I can do. When you ramble on and on, I don't even want to give you the refund.
B) I have other customers with more crucial issues. Yes, you are important! We care about you and your business. However, if you are calling about something silly, but someone else is on hold because he claims we cashed a check that we never received, well, I am going to be a bit more concerned about him.
C) I am working on too many things at once. Back in the good old day, customer service reps were often only responsible for just that - customer service. Now every company is trying to save a few bucks and they tend to dump as many job duties as possible on their workers. This means when you call me to pay for a product, I might be running reports, sorting mail, and proofreading an important document that needs to go out in a few minutes... all at the same time. Sometimes I don't even have the time to answer the phone, yet that is my main job. I am very sorry if you happen to contact me at the wrong time!