Why might the caller in situation become frustrated

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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?

Reference no: EM132945665

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