I just got off the phone with a lady that had no information and, apparently, no working frontal lobes. She claimed she was on hold for so long (“like an hour” even though the call timer said 8 minutes) that she forgot why she called. When she finally remembered, her explanation was so vague that I couldn’t even help her. She didn’t remember her own cell phone number (the one she was apparently having trouble with), or her son’s cell number, or even the landline number she was calling from.
I wanted to tell her to just go to bed and try again tomorrow, but we can’t say things like that to customers, now can we?