That's much more than I needed

[seigus]

Not terribly sucky, but had to vent; I'm sure many, many of you can sympathize.
I work for a government agency. Many people have complained to us about recent roadwork being done poorly (they're right) and rock chips breaking thier windshields, damaging paint, etc. We didn't do the job, but a contractor we hired did, and they are responsible for the damages.
When people call, I give them contact and other information so they can recover losses from the contractor. I really need NO information from the callers at all, except that they are seeking redress and what road they were on (there are multiple sites).
Nevertheless, almost every single caller feels the need to tell me where they were going, when, what kind of car they have, how it happened to their neighbor/relative/friend as well, what kind of car THEY have, that this happened to them in another state x number of years ago, how their neice was so calm when it happened, how old their son is, blah blah blah. They're not being rude, and are usually quite polite, thanking me for the info when all is said and done.
Fine, okay, but we could have been done quite some time ago if you had just told me what you needed and then SHUT UP and let me provide it. What is it that compels people to just go on and on so utterly uselessly?
Whew. Thanks. I know it's not nearly as annoying as most of what I read on CS.

[WIphone_lady]

It happens in the private sector as well. Trust me, I can handle returns over the phone much quicker if you would stop your blathering about how the pocket it "off" by 1/16th of an inch, etc., etc. and let me do my job and get a word in edgewise.

[Ashaela]

I also work for a government agency and we get exactly the same types of calls from people who want to complain about the licensed professionals we regulate. All we can do is take their address and mail a complaint form, but they want to explain their entire history (sometimes including very gruesome personal details) and get advice....

One guy in my department seems to have the worst luck, as he has to catch a train home and very often he'll still be on the phone at 5:15 after everyone else has left, trying to convince some poor caller that it doesn't matter what her symptoms are, or how much she likes the receptionist, or what her daughter googled that doesn't match the diagnosis, or anything else except her address. :-(