On mobile, apologize in advance.
I work for a CC and our initial procedure is to get the customers contact information and THEN listen to their problem. If they start to ramble, you gotta interrupt them and gather their information.
Today calls this lady, lets call her RB for rambling bitch. I’ll be Me:
Me: Good afternoon, this is Me, how can I help you?
RB: Well, I needed help with an insurance problem, what’s happening is that… nonsensical ramble
Me: after some time I apologize for interrupting, I just need to get some contact information before I can continue to properly assist you.
RB: Ok, another 2 minute ramble about her problem
Me: I apologize for cutting you off again, I just need to get some contact info first
RB: Are you in a rush?
Me: No, I’m not in a rush, but if I don’t get this information first, I’m just gonna have to ask you all of this all over again.
RB: I thought I could call and tell my story.
Me: You can, I just need to get your contact info out of the way so you don’t need to repeat yourself.
RB: Can I ask where you’re from?
Me: (stupidly) I’m *insert nationality *
RB: Oh, it all makes sense now, so THATS why you’re so mean.
Me: I haven’t been mean to you at all, I just needed to identify your problem first in case I need to redirect you or assist you myself and then I just needed some contact information so I could properly and more effectively assist you.
RB: Are you this mean to everyone?
Me: I’m not being mean to you.
RB: Can I talk to someone else?
Me: I can assist with the type of issue you have.
RB: You’re mean and I don’t want to talk to you.
Me: I haven’t been mean to you I’m just following procedures and I have been polite the entire time, but if you still don’t want to talk to me, I’ll gladly get someone else to help.
Me: Ok. * proceeds to throw her back in the queue *
Now she can wait another 10 minutes for another rep.
TL;DR: lady flips out and calls me mean several times because I POLITELY interrupted her twice to help her better.
Edit: added some spacing to make it easier to read