The operator taking the calls needs to take a class on how to deal with customers.



First lesson should be listen to the customer.



Second, apologies and take care of the concern.



Third, thank them for their business...



Not much to ask for! Loyal customers come with the experience you provide and this receptionist is certainly not the best impression of your company.



Tech is great and knows his stuff! Maybe some of their charm can rub off on the reception desk.