
A few years ago I was working in a government department that had the responsibility for managing the medical treatment of injured workers.
The unit I was in was rapidly expanding due to the recent change of government which invariable led to paying expensive external consultants to come in and review, restructure, resize, redevelop and recycle old ideas as and repackage them as new initiatives. Whatever; it paid my mortgage and chocolate addiction and kept me relatively interested.
My cubicle was brand new with vestiges of plastic wrapping still taped to the edges and the technicians were still installing my new telephone line. After only a couple of hours surreptitiously popping the bubble wrap I’d stolen from the empty printer box under my desk, the phone rang.
“Is this the Spicy Szechuan Home Delivery?”
“Er, no. I’m Kath Lockett, from the Medical and Allied Health Unit.”
“Can I have----“ (paper rustling as the caller presumably looked at the menu) “-----a serve of spring rolls, two Tom Yum soups, a satay chicken, steamed bok choy and fried rice?”
“Sorry mate, you’ve called the Medical and Allied Health Unit. What number did you dial?”
“What about a banquet for four, do you do that?”
“No sir. We are a GOVERNMENT DEPARTMENT. We can help you get well and back to work, but can’t feed you lunch.”
“But I want to place an order and it says here that I get a free bag of prawn crackers and home delivery if my order is more than twenty five dollars---“
“I’m sure it does sir, but you’ve called the wrong number.”
Every professional recitation of “Good morning, this is the Medical and Allied Health Unit, Kath Lockett speaking,” greeting-with-a-smile-to-indicate-my-genuine-interest-in-providing-quality-customer-service phrase was wasted on fending off hungry callers wanting chilli beef stir fry and wontons within forty five minutes.
It was almost as though they didn’t want to *hear* that they’d somehow misdialled the number and that I wasn’t about to drop the urgent report I was working on and rustle up some dumplings and spicy squid instead. My voice had worn out; as had my patience.
“Good morning, this is the Medical and Allied Health Unit, Kath Lockett speaking.”
“Is this the Spicy Szechuan Home Delivery?”
“I’d like three Thai fish cakes, a beef and black bean, Mongolian chicken and a large serve of steamed rice.”
“No worries sir. Where would you like that delivered.”
It felt so good to put the phone down. And unplug it before I left for home a few minutes later.

I've always hated answering telephones. This is a bit of a worry really, seeing as it has encompassed a major part of all the jobs I've held for the past twenty years.







