The place: Customer Service call center The time: Thursday 9:32pm A dreary representative watches his favorite episode of “Friends” on his iPhone waiting for his shift to end. Suddenly the phone rings. A customer on the other side of the line sounds distressed a bit. The rep takes the details and tells the customer he will go search for the resolution and will update her as soon as possible. He hangs up the phone and immediately....goes back to “Friends”.
7 minutes go by and the same customer calls again asking politely whether there was any progress with her request as she is somewhat stranded and needs that resolution. The fairly unmoved rep promises he will update as soon as he hears anything, he hangs up only to get through the 11 more minutes of Rachel fighting with Ross.