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Original poster

Would you have complained?

61 replies

NCforthischristmas · 21/12/2023 07:55

I was off work on Tuesday, using up some leave. My out of office was on, everything was up to date etc
I heard an email come through around lunchtime so responded to it advised a customer I was not working today, and he was best to ring if it was urgent and gave the number
Wasn't anything specific, another staff member could handle it

Anyway he's complained about me, that I'm unprofessional and I should have rung him myself Sad
I don't work outside my hours or on leave but now I'm questioning myself if I should have rung him

OP posts:
CornishPorsche · 21/12/2023 07:57

No, but I also wouldn't have emailed him. Your out of office should have instructions on it anyway.

Original poster
NCforthischristmas · 21/12/2023 07:59

CornishPorsche · 21/12/2023 07:57

No, but I also wouldn't have emailed him. Your out of office should have instructions on it anyway.

It does, I've added on who to email if urgent
It doesn't have the phone number on as we cover for 10 or so places so there's no direct number IYSWIM
I just gave him the direct one for the office he wanted

OP posts:
wrigleysextra · 21/12/2023 07:59

I think it in some part depends on your job, his query and your relationship with this customer. If it wasn't urgent and you are not the only source of help or support, then no I don't think you are unreasonable at all.
But you were probably better off just ignoring it altogether and letting your OOO do the job!

Original poster
NCforthischristmas · 21/12/2023 08:01

@wrigleysextra it was wanting to make an appointment
No previous relationship as such except I made his last appointment about 18 months ago. I do the same role as my colleagues so no issues with them making it

OP posts:
DinkyDonkey2018 · 21/12/2023 08:01

I wouldn't have emailed. It always muddies the waters. He was likely thinking, "If she's emailed me back, why couldn't she just call me?".

You're not unreasonable not to call him, of course, and he's being a bit ridiculous, but don't email whilst on leave anymore.

Original poster
NCforthischristmas · 21/12/2023 08:03

Yeah I was trying to be helpful and give the number
Basically said "apologies I am currently out of the office but if you would like to ring the office on X number, one of my colleagues will be happy to arrange this for you"

OP posts:
dothehokeycokey · 21/12/2023 08:03

Gah I also get this

It used to be a lot of the time and I'd answer the phone or message however now I don't.

I send a generic message on automatic saying I'm not available with alternative info for them.

Olika · 21/12/2023 08:04

Don't response to emails when you are off.

Original poster
NCforthischristmas · 21/12/2023 08:05

I know someone will ask so I'm on min wage salary! Hence why I don't work out of my hours or it takes me below min wage

OP posts:
NigelHarmansNewWife · 21/12/2023 08:05

No good deed goes unpunished as they say. Next time don't reply as you've provided info in your ooo message or forward to a colleague to pick up.

Original poster
NCforthischristmas · 21/12/2023 08:06

Definitely. I've had a complaint before I didn't reply but nothing happened with that as I had my out of office on

OP posts:
SparklyMularky · 21/12/2023 08:07

Jesus, what a prick. What has your manager said? For what it's worth, if I'd received that email I would be thanking you for going to the extra mile.

BombaySamphire · 21/12/2023 08:08

I think if you were going to respond, it should have been with some actual help, not an instruction to call someone else.
So yes, I agree with him.
Why did you bother to do that when your out of office was on?

twistandfart · 21/12/2023 08:09

Obviously the customer is a dickhead. But lesson learnt, don't respond on your day off!

Original poster
NCforthischristmas · 21/12/2023 08:09

Yeah we are meant to go above and beyond but I got it wrong
Manager is off now until after Christmas and I doubt myself a lot (manager says I'm daft!) hence why I'm asking

OP posts:
Original poster
NCforthischristmas · 21/12/2023 08:10

BombaySamphire · 21/12/2023 08:08

I think if you were going to respond, it should have been with some actual help, not an instruction to call someone else.
So yes, I agree with him.
Why did you bother to do that when your out of office was on?

Because otherwise he would have had to google and not found the direct number, he probably would have found the main one to go through all the options
So I thought it was more helpful to give the direct office number for the location he wanted

OP posts:
Original poster
NCforthischristmas · 21/12/2023 08:12

The only comparison I can make is he's emailed me based in a main dental office with different branches and said "I want to make an appointment for a check up"
I've responded with the phone number for booking for the branch he needed

OP posts:
WYorkshireRose · 21/12/2023 08:14

Complaining about you is OTT in my opinion, but as others have said, you shouldn't have emailed him. If you're off work then you're off. Don't muddy the waters by doing a half job.

BombaySamphire · 21/12/2023 08:15

Why did he email you specifically, though? You obviously have a working relationship with him?
it would have been more professional to forward the email to to the relevant person yourself and request that they make contact with him.

Bolloxforsure · 21/12/2023 08:15

You did a nice thing OP. The bloke’s a twat.

Original poster
NCforthischristmas · 21/12/2023 08:16

BombaySamphire · 21/12/2023 08:15

Why did he email you specifically, though? You obviously have a working relationship with him?
it would have been more professional to forward the email to to the relevant person yourself and request that they make contact with him.

I've made his appointment before a year ago
He has my email from the confirmation email we send out, that's all. He's never emailed me before, I've spoken to him once to book him

OP posts:
DinkyDonkey2018 · 21/12/2023 08:16

Just learn from it, and when you're off, you're off. I wouldn't give it a second thought, and I'm sure you and your manager will have an eye roll about it in the NY.

DisplayPurposesOnly · 21/12/2023 08:16

I think your message was ambiguous so maybe he thought you were working. I say I am out of office to mean I'm not in the office (eg offsite meetings and therefore generally not contactable, but still working). Make it clearer 'I am on leave' and just don't respond.

Either way he's a twat for complaining.

Original poster
NCforthischristmas · 21/12/2023 08:17

I just don't want a disciplinary over it
Just feels like if I don't reply then people complain and if I do reply then people complain

OP posts:
WYorkshireRose · 21/12/2023 08:18

NCforthischristmas · 21/12/2023 08:17

I just don't want a disciplinary over it
Just feels like if I don't reply then people complain and if I do reply then people complain

But you already said that someone has complained before that you didn't respond when you were off, but that was fine because you used your out of office. So that's what you should have done, but instead you've made the situation more ambiguous for yourself.

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