I recently started a new job as a writer. Sometimes, I answer the work phone and talk with businesses, members of the community, etc. Yesterday, there was a concern with a business owner I spoke to. I didn’t have an answer for them, so I offered to transfer them. It seemed like they were a little upset that I could not give them an answer but I explained that I was new and they were understanding of that. I went to transfer them and I accidentally put them on hold, which the phone instruction sheet says not to do.
My bosses seemed to be pretty understanding at first, as none of us are gonna be perfect. However, I ended up getting a write up because of it. The person on the line was upset that they had to wait a long time to talk to someone, and my manager was upset because this business owner is a frequent advertisee of ours. They spend a lot of money and they deserve some of the best service. I was essentially written up because I risked their business. I feel bad, but it was truly an accident. I don’t think we would have lost their business because of that, especially considering that they did not even threaten to stop advertising with us. I have not signed the write-up form yet, as my boss is giving me the opportunity to dispute it. What should I do?