This is from years ago when I worked in a Pharmacy Benefits Management (PBM) call center. M=me OG=old guy
M: Hello thank you for calling (Company Name), may I help you today?
OG: What did you guys do I can’t contact (Pharmacy Name) anymore.
M: I am sorry sir, let me validate your information and I will look at what is happening.
Insert validation fight here
M: ok sir can you provide me with more information about what you mean that you can’t contact (Pharm)?
OG: when I call I get (local business who’s name I have long since forgotten) instead!
M: can you tell me the phone number you are dialing?
OG: 555-867-5308 (forgot real phone number)
M: I see the problem sir the phone number is 555-867-5309 would you like me to transfer you to them?
OG: no I went to the Pharm in person because I could not call though I demand to know why you changed the Pharm’s phone number.
M: I am sorry sir I think I miss heard you can you repeat that question.
OG: why did you f’ing company change the phone number to (pharm) without telling me.
M: sir we don’t have the ability to change another companies phone number also I don’t think that this pharmacy changed their number recently. I think that you just had their number incorrect.
Note this was when I was fairly new and didn’t know how big of a can of worms pointing out that the customer made an error actually is
Insert approximately 1 hour of OG swearing and insulting everything from the company I work for to me personally and then asks for a supervisor.
Never got an official training but did have a chuckle with supervisor when she came up and said, “that is why you never point out when the patient has made a stupid mistake”