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Read the following telephone customer service exchange and answer the questions that follow:
The following telephone exchange between a caller and the telephone operator took place at a large company.
Operator: hello?
Caller: who is this?
Operator: to whom do you want to speak?
Caller: I was trying to reach someone in the personnel department.
Operator: this is the personnel department.
Caller: is Shirley Stetson there?
Operator: yes, she is.
Caller: may I speak to her, please?
1. Why might the caller in this situation become frustrated?
2. Name 3 customer service rules which need to be taught to the telephone operator?
3. Could this telephone conversation (possibly long distance) be made shorter? How?
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