I want to speak with the appropriate person, NOW!

This happened more than three years ago, when I worked as a customer service representative.

Now, by company policy, you were not allowed to forward any calls anywhere. Only exception being if the customer knew the whole name of a certain employee. Instead, we created customer service tickets and forwarded it to the appropriate department if the questions needed escalation.

$uc = Unknown caller

$rep = me

—

Ring, ring!

$rep: Welcome to $company, you’re speaking with $rep.

$uc: Hi! I would like to speak with the responsible for handling personal data.

$rep: Okay. Do you have an e-mail address or other contact information?

$uc: No, I don’t want to give that away!

$rep: Unfortunately, I can’t direct the call to that department. Instead, I can ask the department to be in contact with you.

As this was not what $uc wanted to hear, we ended the call here. However, $uc continued to call in to the customer service number, and spoke with multiple agents. I spoke with him two more times the same day.

When he returned to me the last time, he realized that he would not be forwarded to that department. And, as he did not want to share any contact information, we could not help him due to company policy.

Ring, ring!

$rep: Welcome to $company, you’re speaking with $rep.

$uc: Okay, it seems that I don’t come further in my question. However, I’d like to thank you for being polite when I have been in contact with you.

I don’t know what he heard when he was in contact with my colleauges.