I worked in an office where the overflow of phone calls were all directed to me. Secretary or receptionist was not my title, nor was it in my job description. I didn't mind at all though, taking messages for the supervisors and scheduling meetings, answering questions intended for them, or solving problems they were supposed to solve, but were unavailable to do so. It gave me a feeling of pride that I knew the answers, that I was able to handle the extra duties in addition to my own responsibilities. It also gave me a chance to talk with those I'd never been able to talk with otherwise. Also, I secretly reveled in the added knowledge I had that was privy to supervisors. I didn't flaunt it, but I must admit that I carried the air and attitude that I knew something nobody else in my realm of people knew.
There goes the phone again! It's month end and always the busiest to make our numbers. It seems the phone never stops ringing when I'm the busiest. Again, I donβt mind! Being busy helps the day to pass. I really loved my job and I think people knew it.
"Hi, this is Joe. Is Frank available?" I am asked.
"Oh, hi Joe! I'm sorry, but he is out on the floor," I replied. "Would you like his voice mail or I could take a message for you or maybe I could help you?"
"Well, do you know if the rush order for Branch 430 has been loaded yet? They want to add an item, if it's not too late."
I took down all the information, the order number, the item and quantity they wanted added to the order, and the extension number to return my results to. I searched the computers for the information I needed. As I had figured, the order had already been loaded, but it looked like it was loaded recently. If I could find the order, I could pull it off the truck, open the box and add what needed to be added. Off I went in the trailer to find the order. To my amazement, I found it rather quickly. I pulled the product, packed it up with another package, resealed it and sent it off on its way.
To be honest, there is no way anyone else would have gone through the trouble. The order was already loaded and considered shipped. I called Joe back and told him of his good fortune, his request had been granted. Of course, I had to let him know what needed to be done on my end and that I went the extra mile to satisfy a customer in need. A billing only order was created and inventory was adjusted. Another problem solved.
On went my day, solving one problem or another. Always, the caller on the other end of the phone had an emergency or a crisis. This order needs to be stopped, the customer decided at the last minute to pick up the order and it has to be pulled off the truck, a customer lost his power and needs a rush order sent out before the trucks leave or he will be closed down. Whatever it was, it was always an emergency and the caller was always urgent and rushed.