And I will help the nine other people waiting before talking to you.” And she did. She would pick up the phone two minutes in to see if the caller had cooled down, if not they had to wait an extra 5 minutes. The music on hold as a garbled jazz fusion that was tricky to follow for a rhythm. It was its own special hell. The rules involved were black and white and each person suspended signed a paper telling them they would be suspended if they did not certify a repair had been made. They then were sent a letter with a warning. Then the tags were suspended and / or yanked. Essentially we were abused for doing our job, so seeing the frustration did bring a measure of satisfaction.
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