Pizza Hut Poor Phone Tone

Wow, that was rude and stupid of the employee to assume that just
because he couldn't hear you, that you couldn't hear him. Of course
they were probably young and inexperienced. However the manager did
apologize to you.

I agree with those who've stated a more appropriate response is
required when receiving a dead call. I've been in call centers more
years than I care to mention. I repeat my greeting spiel twice, and
then say "Caller, if you can hear me I'm unable to hear you. Please
hang up and return the call." But there have been times I've been
interrupted even in saying that - by seniors who thought I was still
the recorded on-hold voice, by people who put the call on speakerphone
while they waited, or by people just clicking back from the other
line. That being said, the concern was addressed to the manager, and
you've got to trust him to handle employee reprimands, and you've got
to accept that employee discipline usually remains confidential.

It's better business to say "I'm sorry, I can't hear you. Please call
back. Goodbye."

However, pizza companies deal with a lot of people. And it sounds
like the poor kid didn't really believe anyone was on the line. He
spoke out of frustration, but didn't think that anyone would here him.


It sounds like a big miscommunication. Although it was not proper, I
do not see why you believe that it's such a big insult.

When I first read your letter, I thought the employee said what he did
because you didn't speak up fast enough. That would have annoyed me
to no end.

However, now that I've read these comments and see that you too said
he probably thought no one was on the line, I can say without any
doubt whatsoever that I would have laughed at the remark. It wasn't
even that bad. It could have been a lot worse. He even said 'goodbye'.
It wouldn't have even occurred to me to ask for an apology. And as far
as not returning, if I haven't boycotted Pizza Hut in 30 years, I
can't imagine what it would take for me to do it now. That guy will
probably be working somewhere else a month from now while you're still
depriving yourself and your family from what you enjoy.

And now that I know what Book It! is, you have even more reason to
continue going.

The employee obviously wasn't trying to directly insult you, it wasn't
the smartest thing but you got an apology for it. I'm sure he won't
do it again.
What more did you want?

The idea you would let this incident deter you from pizza hut is
almost laughable. I won't even suggest to "put it in perspective" as
I'm sure the words will fall on deaf ears. Poor employee, you sound
like you are out for blood.

Wow! Yall must be reading a different letter than I am.

Where in the letter did she ask for freebies? How can you accuse her
of "angling for freebies" when she never asked for anything?! Stop
trying to "read" into these letters what you want to see there so you
can attack the letter writer.

Also...the title of this letter has nothing to do with the complaint.
The title of the letter does not go where the letter does. That is
done strictly for PFB and often times it is changed and "spiced up" a
bit for 15 minutes of fame. So griping about the difference between
"tone" and "what came out of his mouth" is a waste of time. I thought
by now that everyone knew that the titles didnt have anything to do
with the letters.

Now...for the ACTUAL complaint here.

She has a very legitimate complaint. I wouldnt appreciate being spoken
to that way either whether the employee knew someone was on the phone
or not. It was a stupid risk the employee took and it was extremely
unprofessional. He should have been spoken to and written up if
possible. The manager should have done something more than give a
pathetic excuse for the employee. Obviously the problem in that
location lies in the management and not just this one employee.

You should call their corporate office. Neither the employee or the
manager gave the proper apology and the employee should be fired. The
language is wrong for the workplace, even if he thought no one was
listening. There is no excuse for what was said.

The employees behavior was wrong, however the manager did apologize.

The man on the phone obviously had no idea he was being heard by a
customer. Probably he would never in a million years knowingly tell a
customer that they "suck." When you answer phones as a part of your
job, one of the things that often happens is that you get hang-ups and
prank calls from people with waaaay too much time on their hands.
They are really frustrating and annoying, since they take up time that
could have been spent with actual customers. I get them a lot myself,
and generally after saying, "Thank you for calling XXXX, this is
XXXXX, how can I help you?" twice, I just add, "Well, I guess I can't.
Oh well." Then I hang up. It is a way of making light of an annoying
situation and helps me keep a smile on my face. I'm sure when he was
told about your complaint he was totally embarassed, and I myself will
probably think twice about being flippant with silent callers after
reading this. But why did you expect someone to come to you or call
to apologize after the manager already did? I guess I just don't see
what you were hoping to gain by an additional apology.
But good on you for helping your kids out with the Book It! program,
that is such a great program!

Puh-leeze! He didn't even think he was talking to anyone - it's not
like it was directed at you. You got an apology, that's all you
deserved (if that). Get over it.

Couldn't have said it better myself!

First of all "tone" has nothing to do with it, you had a problem with
the words that came out of his mouth not the manner in which he said
it.

Second of all the manager handled it. The employee got talked to and
you got a apology thats all you deserve so stop trying to angle for a
freebie.