I’ve been trying to spend more time at my desk and as such I’m hearing a lot more of what my team members are saying to the callers.? Most of it is the same thing over and over again; the standard replys to the caller’s standard pleas, demands and accusations.? But now and then a gem comes out from the white noise of two? hundred phone calls.? The other day I heard this ‘exchange’:

I am not discriminating against you sir. I didn’t even know you were handicap until you told me.

(pause)

I promise sir, the fact that you’re in a wheelchair has no impact in our decision.

(pause)

We are not conspiring against you.

A few weeks ago S defended herself against racism charges too.? The exchange was similar only this time my black agent was accused of discriminating against blacks, and when the caller was informed of the irony it only fuled the fire.

I miss taking calls sometimes.? I starting to take a few on Friday afternoons so I’m sure I’ll have both sides of a call to comment on before long.