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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:
renthead · 21/12/2023 08:19

You did a nice, helpful thing. He sounds like an unbelievable prick.

Original poster
NCforthischristmas · 21/12/2023 08:19

Yeah I'll just let them Google next time and make sure my out of office is clear Smile

OP posts:
Purplecatshopaholic · 21/12/2023 08:20

Some people are dicks. He’s one. Lesson learned - if you are off, you are off - don’t respond.

DinkyDonkey2018 · 21/12/2023 08:20

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

I really don't think this is disciplinary worthy and if you just say to your manager "I thought I was being helpful but realise now that I shouldn't be doing work whilst I'm off", I'm sure it'll be fine.

Without sounding patronising, are you quite new to the workforce? You seem rather anxious about this when there's no need.

Original poster
NCforthischristmas · 21/12/2023 08:25

@DinkyDonkey2018 no I've been here 6 years but I question myself which is normal for me
It's a very.. tricky prestige/high end call centre with difficult customers

OP posts:
NigelHarmansNewWife · 21/12/2023 08:27

Have you been disciplined for not responding on your days off? That's not on.

There should be a generic email address for making appointments which those working pick up messages to. Also, and this happens surprisingly rarely, your email signature should be like company letterhead with contact details on it, i.e. the clinic phone number.

Original poster
NCforthischristmas · 21/12/2023 08:28

@NigelHarmansNewWife we are a call centre so technically not meant to use email, it should be calls only and we try and direct customers to that
Phone numbers are on the website but not in my signature as there's about 10 clinics and I work for all of them

OP posts:
jackstini · 21/12/2023 08:40

You didn't do anything wrong and should not be a disciplinary at all

Next time you are off, be very specific in your out of office (some people now think ooo is wfh)

Example;
I am on annual leave until XX with no access to email, and will respond on my return.
For urgent appointments please call: Then copy & paste the 10 relevant telephone numbers below

twistandfart · 21/12/2023 10:23

Honestly OP don't stress, you're not going to get disciplined for this. It's a lesson learnt. The person dealing with the complaints should just let the twit know that you were just trying to be helpful and had followed company procedure as you had your out of office on. That's all.
Don't sweat it!

Springcleaninginsummer · 21/12/2023 10:32

Can you set your phone so that work emails do not get notified when you are off? You could get a separate SIM to do this. Then you would have been undisturbed and getting your rest, rather than wasting time thinking about work when you should be shopping, eating mince pies and watching daytime tv!

Original poster
NCforthischristmas · 21/12/2023 10:36

Springcleaninginsummer · 21/12/2023 10:32

Can you set your phone so that work emails do not get notified when you are off? You could get a separate SIM to do this. Then you would have been undisturbed and getting your rest, rather than wasting time thinking about work when you should be shopping, eating mince pies and watching daytime tv!

It was my computer, we don't have email access on phones. I WFH
Had switched it on to check my shifts and that's when I saw it

OP posts:
LifeonMarsnotVenus · 21/12/2023 10:55

Yes, he's a standard issue Twatty bloke.

Forget about it as there's always the odd twatty type (as seen on this thread), who don't respect other people's work boundaries and howl like toddlers when they don't get their own way. 🤦🏻‍♀️

Years ago I had a similar experience. My name & number was listed for information about a specific topic at work. I was away on holiday abroad when I received a call about 9am one Saturday morning. I was still in bed and stupidly answered the phone without thinking. Turned out it was a tosser bloke in another department who had a problem he wanted me to sort out. I explained I was on holiday abroad and his problem wasn't my area of responsibility anyway and he needed to contact someone in his own department. He started ranting away that I had to return immediately to deal with it and I was a bit flabbergasted by the absurdity of the situation and ended up hanging up on him.

Remember OP, you're not responsible for magically solving other people's problems, especially when you're on leave!!

PaminaMozart · 21/12/2023 10:57

I doubt myself a lot (manager says I'm daft!)

I'd be more concerned about the above.
Why does your manager think you are daft?

Original poster
NCforthischristmas · 21/12/2023 10:59

PaminaMozart · 21/12/2023 10:57

I doubt myself a lot (manager says I'm daft!)

I'd be more concerned about the above.
Why does your manager think you are daft?

I mean when I doubt myself, manager says I am daft for doing so
Not that I am daft Grin

OP posts:
LlynTegid · 21/12/2023 11:00

Don't respond in future. Ask if your company has a policy regarding unreasonable complaints and/or unreasonable customers, for the protection of all who work there.

SparklyOwls · 21/12/2023 11:02

If you were off, why did you even respond? The auto message was enough.

DropDeadFreida · 21/12/2023 11:07

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.

This. I hate it when people (including colleagues) respond to emails when they have their OOO on. Are they working or not? Do I follow up? Should I go through to the relevant mailbox or wait for the OOO person to respond again? You might think you're helping but all it does is cause confusion.

Original poster
NCforthischristmas · 21/12/2023 11:08

SparklyOwls · 21/12/2023 11:02

If you were off, why did you even respond? The auto message was enough.

I was trying to be helpful as we are meant to go above for our customers
So rather than them having to google I thought I would give them the direct number so they didn't have to go through the options menu

OP posts:
Original poster
NCforthischristmas · 21/12/2023 11:10

@DropDeadFreida I was really clear when I replied
The gist was (don't have the email in front of me)
It said I am not in the office/working, here is the direct number for the department who will be able to assist and book you in if you give them a call
Thank you

OP posts:
littlegrebe · 21/12/2023 11:10

If you're on minimum wage you shouldn't even be looking at your emails when you're not officially working. If your employer actually expects you to do that, let alone actually phone a customer, they're putting themselves in line to be named and shamed by HMRC for paying under minimum wage. Don't do it! If the company provides a high end service but are paying the bare minimum they are likely already taking the piss out of you on pay.

Original poster
NCforthischristmas · 21/12/2023 11:23

They definitely don't expect me to, I just figure it took 30 seconds to give him the number and it was better customer service

I know in future not to now and they can find the number themselves!

OP posts:
PaminaMozart · 21/12/2023 11:29

I think you'd benefit from reading some 'What Color is your Parachute' type books to enhance your professional self-esteem!

WhatWouldHopperDo · 21/12/2023 11:31

Lesson of the day - no good deed goes unpunished

Original poster
NCforthischristmas · 21/12/2023 11:42

PaminaMozart · 21/12/2023 11:29

I think you'd benefit from reading some 'What Color is your Parachute' type books to enhance your professional self-esteem!

I've had CBT, done reading etc but a lot is from childhood
The rest is when you get told how crap/bad at customer service you are by clients most days then it is hard to believe you are good at your job!
My manager is having to come in this afternoon so he says he will speak to the customer then

OP posts:
Megifer · 21/12/2023 11:47

You've not muddied any waters, or confused him, or anything like that. You were pretty clear.

Hes a dick and you did absolutely nothing wrong here.

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