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Susan quickly discovered that telemarketers need an
abundance of patience. People could be so rude. She
sat in a cube and waited for the computer to dial the
next number. It rang five times before a man answered.
"Hello," said Susan. "My name is Susan
and I'm calling from Big Apple Telecommunications,"
she read. "How are you today?"
"What?"
"How are you today, Sir?" Susan repeated.
"What do you want?" His voice was cold.
"I'd like to offer you long distance calls for
just 1 cent a minute, and we pay for you to switch from
your existing provider to us. It doesn't cost you anything.
We also...."
"I'm not interested," the man said but Susan
cut in before he could hang up. She'd learned you had
to.
"How much are you paying for your existing long
distance calls, Sir?"
"I don't know."
"Well, we offer a trial service with...."
"I'm not interested."
Susan knew she had to follow the script.
"We can switch you to our Special Entry Tariff
which...." She didn't have a chance to finish.
The line went dead and the computer automatically began
to dial the next number on its list. The line rang for
an instant and then the same voice answered.
"Lady, I got two lines and I ain't switching either
of 'em."
The next few victims hung up right away, or swore at
her and then hung up. Then Susan found someone with
a new twist.
"Hello, this is Dick."
"Hello," said Susan. "My name is Susan
and I'm calling from Big Apple Telecommunications,"
she read. "How are you today?"
"I'm great. Thanks for calling. I appreciate it.
Could you hold, please?"
Susan wasn't absolutely sure what to do so she pressed
on.
"I'd like to offer you long distance calls for
just 1 cent a minute, and we pay for you to switch from
your existing provider to us. It doesn't cost you anything.
We also...."
"OK, I'm back. Thanks for holding," the man
said. "I work for the New York African Children's
Foundation." She could tell her was reading a script.
She could hear the crinkle of the paper. "We collect
on behalf of children in eastern Africa. Did you know
that you can provide clean water for 20 children for
just a dollar a month?"
"Erm," said Susan. "How much are you
paying for your existing long distance calls, Sir?"
"Our Gold Member service is 5 dollars a month.
With that you'll receive a special photo album showing
children from the village that you're helping."
"We offer a trial service...."
"Do you have children of your own?"
"What?" said Susan. "No, I ..."
Somehow the situation had slipped out of her control
and she couldn't think of a way to get it back.
"Can you imagine how you'd feel if your children
were getting sick because they didn't even have clean
water to drink?"
"Well, they don't, erm, erm,...." Oh, to
hell with it. She reached out a hand and clicked the
Disconnect button. While the machine dialed again Sue
sat back and tried to slow her breathing. A woman answered.
"Hello," she said sharply. In the background
Susan could hear a television and the sounds of a baby
screaming for attention.
"Hello," said Susan. "My name is Susan
and I'm calling from Big Apple Telecommunications,"
she read. "How are you today?"
"I'm, I'm, ... What do you want?"
"I'd like to offer you long distance calls for
just 1 cent a minute, and we pay for you to switch from
your existing provider to us. It doesn't cost you anything.
Also...."
"One cent a minute? Wow. That's good," the
woman said. "My husband is working in Florida and
the calls are expensive. Over the line Susan heard a
child call for its Mommy. "In a minute, Sweetie,"
the woman said. She sounded very stressed. "What
do I have to do to get this rate?"
"Just give me any major credit card number and
we can sign you up right now."
"Does it have to be a credit card?" the woman
asked. "I don't have a credit card any more. Could
I send you a check?"
Susan began to get the picture.
"Ma'am, who are you with right now for long distance
calls?"
The woman told her.
"You know, they have some real good deals. My
brother lives in Denver. I call him every week and it
never seems to cost a whole lot. You should call the
phone company and ask what special offers they have."
Susan knew she shouldn't divert from the script, but
this woman sounded nice and needed a helping hand.
"You think?" The woman was confused now.
This didn't sound like a telemarketer any more.
Sue lowered her voice. "This deal is cheap for
the first three months but, well, I shouldn't tell you
this, it isn't so cheap after that. Call the phone company,
OK?"
"Yes. OK." The woman was almost lost for
words. "Thank you."
"No problem. Have a nice day, Ma'am."
For the first time that evening Sue felt a tiny tingle
of satisfaction. Then a shadow moved behind her and
she saw the grim figure of her supervisor. His face
was purple.
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