Do I have a bad attitude?

Question

I am at work. I just answered the phone and it was one of the real estate agents that I work with. She asked me for the phone number of a loan proccessor that we work with, but she asked for the person by name and it was the wrong name. So I gave her the wrong number. So she callled back and asked for it again and I said "This is the number I have for Bob." and she said "Oh, I wanted the number for Tom." and I said "I am pretty sure you asked me for Bob's number." Then, I gave her the right number. And she got upset that I made that comment, said I had a bad attitude, that she hopes it improves, and pretty much hung up on me.

I happily gave her the number that she asked for. Both times. SHE is the one who got NASTY and hung up on me. By pointing out her mistake, I was simply indicating that that was the reason I gave her the wrong person's number.

This person also comes in with "Emergencies" for me all the time. She is essentially computer illiterate, can't successfully send things to the computer on the first try, can't use Mapquest, and was in here two Sundays ago with yet another problem that I helped her with, which caused me to give up my lunch break. This is the ONE AND ONLY time that I pointed out a mistake on her part.

I meant printer. She can't print on the first try.

OMG!! I did NOT know that she had asked for the wrong person's number. HOW would I POSSIBLY know? I figured it out AFTER she called back and said she had called the wrong guy. THAT'S when I said "I am pretty sure you asked for Bob's number." THAT'S when she got upset.

And I wasn't snide. I was just very matter-of-fact. I know what she said, unless I need a hearing aid and don't know it.

ONCE AGAIN: I DID NOT KNOW SHE WAS ASKING FOR THE WRONG PERSON'S NUMBER!!!!! I would never intentionally give wrong info to her.

Also, this woman wanted my front desk position. I had turned in my notice a few months back, for another job. And she was going to take my job, but did not show up for her training. And I ended up not taking the other job, and my boss let me keep my front desk job, since she never showed up. So, I think she is mad about that.

I was NOT trying to correct her, only to explain that I had given her the phone number she had asked for the first time. Come on, am I really supposed to pretend that everyone else is ALWAYS right?

This is how it went:
I need Bob's number.
Okay. 555-9090
Thank you.
You're welcome.
Bye.
Bye.
Call # 2:
That number was wrong.
Oh, let me give it to you again.
555-9090.
Well, that's what I dialed.
Oh, you are looking for Bob, right?
No. I need Tom's number.
Oh, I thought you asked me for Bob's number.
No! I said Tom!
I hope your attitude improves! You are being rude!
I am sorry you feel that way. I really was sure you said Bob. That is why I gave you the wrong...
Click.
She hung up on me.
This is a woman who has been in SEVERAL times, unprepared for her job. I have helped her carry signs to her car. I have helped her with her lack of ability to use a computer.
Jeepers, I did not mean to insult the woman. I just thought maybe, just maybe, she had said the wrong name. People do that, it's not a big deal. But, either way, the miscommunication HAD TO be pointed out in order to get her the right number. WHICH I DID.

Answer 1

Man i HATE that! I know exactly what you mean. They get it all wrong because you explain why you gave them the other number and they seriously get their knickers in a knot. SHE has the bad attitude, seriously! If she is nobody that is in any position to have you fired, give her a big smile next time and tell her "If you can get over your ego for long enough to recount what actually happened, I think you will see it's your attitude which needs the adjustment and if you can't do it, kindly F*ck right off you silly old slag! It's not my fault you hate your job, your life and aren't getting any"
Just make sure you do it with a smile.

Answer 2

It's hard to say whether you came off as having an "attitude" without knowing the TONE you used when you spoke to the woman. If you were calm didn't use a snide tone, then I'd say the woman was probably embarassed about her mistake and wanted to deflect blame onto you. People can get so defensive... Maybe when you know you're in the right, you can just say something like "Oh, I thought you asked for Bob's number, but I could have misheard you. I'm sorry." That way, even thought you know you're right, it gives the other person a way to save face. Some people might say it's not necessary to protect another person's feelings like that, but it sure can make working with certain people easier when you do.

Answer 3

It was because of this statement you made concerning this issue:

"By pointing out her mistake, I was simply indicating that that was the reason I gave her the wrong person's number."

You pointed out HER mistake to HER. Also, by stating:

"I am pretty sure you asked me for Bob's number."

You indicated to her that she was in possibly unable to correctly be aware of what she did or did not do...indicating to her you possibly thought her "stupid." I know you most likely did not mean it that way, but it sounds like due to the fact you are both different personality types...by you making that statement to her, it put her on the defensive and she took even your well-intentioned pointing out...as criticism. Since she did not ask for correction, it wound up being criticism. And unasked for advice is such...criticism.

It mostly sounds like a clashing of personality types, and a good possiblity she has had a rough day or something else is also eating at her. Hence why it is always a good thing to practice a good atttiude, and even hold back our "advices" even when they could be helpful. Because unasked for advice can always backfire onto you as the bad-guy.

A good book to check out is Personality Plus by Florence Littauer.

Answer 4

When you accept employment with an organization there are two things to consider, the employer's expectation that you will do absolutely everything to help their organization function the best it possibly can by your contribution; the second part of that is, when you accept employment there is a unwritten expectation that you will devote those 8 hrs. to the organization and check your "outside opinion" at the door. You need to forget the childish behavior and when someone calls, you go the mile to help them achieve their goal. You indicate you knew who she was calling for and yet you created all that upset for your own satisfaction and I would really question your maturity to find humor or anything positive in that. Either move on or give it your all, but don't waste that employer's time; let someone have the job that would enjoy it and let the employer get the goodness they deserve; this isn't a kid's game.

Answer 5

Is this a serious question?
Obviously if you had wanted to be helpful and nice, since you knew she was using the wrong name, you could have pointed out her mistake and helped her get the correct number.
While I do not know if your attitude is bad or not it is not condusive to smooth business practices and I am afraid that if you worked for me I would probably have to let you go.
Sorry if that is not the answer you wanted but it is true.
Part of what you are being paid to do, whether or not it was implicitly spelled out, is to be helpful and pleasant to other employees. Does not sound like you are making much of an effort.
It is of course possible that your talent as a sales agent supercedes your rude behavior on the phone so your job may be secure.
Hope I have answered your question.
Lady T~

Answer 6

Correcting anyone is not your place as the receptionist. You give them what they ask for. Period.

If there is a serious situation that needs to be corrected, alert your supervisor; their job is to correct the employees.

The way you wrote your post, you remind me of people who correct strangers. For example- the situations where someone who will never speak to you or of you again mispronounces your name. No need to correct them, it's a waste of air.

In the future, keep a notepad or other phone log in the event someone misunderstands you and complains to your supervisor about your attitude.

Answer 7

If you know who she intended to ask for, you should have politely said Tom is our loan processor, Bob works in collections. Are you sure you need Bob's number instead of Tom's? Then given her the correct number.

Answer 8

She is trying to use you as a punchball for her hang-ups.

I'd say, ignore the cow, but actually I think you should keep a note of what occured in your desk diary and mention the incident to your manager, as she sounds the sort who would make a formal complaint about it.

Answer 9

Sounds like she's the one with the bad attitude not being able to consider that she might have been wrong. Sounds like by her saying she hopes "it improves" she's saying she hopes you cater to her next time. Just suck it up and know that if she's doing this to you, she's doing it to other people, too and eventually she'll do it to the wrong person. Good luck.

Answer 10

Sometimes it is better to say little in these situations. She made a mistake and you pointed it out to her, so she is angry. Think before speaking and you'll stay out of trouble. She is still wrong but let it go.