How can I help you?

I am a telephone operator at a local hospital.  In our small town, we only have three hospitals for patients to choose from.  The hospital I work at, however, is the only one that has after hours services for the doctor's offices and the only ask-the-nurse line in town.  And with that note.....I let out a giant *sigh*

As the operator, I receive all kinds of incoming calls, from all over the city, and even the region.  So knowing that we are the only hospital that offers these great services to our patients, and even patients of other facilities, one would think I would hear patience and gratitude from the other line of the phone.  You would think...

"What do you mean my doctor is gone for the day?  Can't you call her cell phone?"

"I know my doctor didn't approve the refill, but can't you call it in anyway?"

"You need to stop asking me so many questions!  I will only speak to the nurse!  You are nobody!"

"Can't you answer my question?  Didn't you go to college?  Or did you even graduate high school?"

"I don't have time to wait and speak to a nurse!  I guess if I have to I'll call 911 for her."

Forgive me if I thought a FREE service offered to the public would make people happy....or at least grateful.  I would have thought that a srvice that goes above and beyond the patient's (so-called) expectations.  Of course these actions take place over the phone, so only my co-workers in the next desk could see the many reactions that cross my face with every phone call.  Don't get me wrong...I have plenty of calls where I hang up the phone with a smile because I know I helped someone who wouldn't get that kind of service elsewhere or who just found out how we can help.  So each day I put on the headset and take each call blindly, hoping for the good more than the bad.

So next time you call, and I famously ask "How can I help you?", only answer me with ways I can really help you out, not with your smart remarks about what we don't do for you.  Don't make me use the mute button on you.