Dr. Roberts is a great dentist with a great personality, and it is unfortunate that a woman who answers his phone does not represent him as the man he is. Her ability is limited to making an appointment, canceling an appointment, and accepting payment for a bill. However, if you pose a problem for her to solve, she becomes anxious and her voice takes on a hard edge. If you restate the question to give her time to reconsider, she barks to emphasize that she is challenged beyond her pay grade and that she wants the conversation to end. I first experienced this lack of professionalism two or three months ago. I thought perhaps I called on an off day. However, having had an identical experience yesterday, I now know this is typical of her behavior. On the first occasion when I asked to speak to Rhonda, she told me that Rhonda now comes to the office seldom. When I asked to speak with Dr. Roberts, she told me he was unavailable and her voice took on an edge indicating that if I didn’t bring the conversation to a quick end, she would. For many years I looked forward to calling Dr. Roberts’ office and speaking to Rhonda who dealt professionally and resourcefully with any problem you threw at her. Now, if I call his office I run the risk having to deal with the emotional breakdown his employee has because of her ability is limited to making an appointment, canceling an appointment, and accepting payment for a bill and who doesn't want to make a referral to somebody else in the office because it would disclose her limitations.
