I work for a company that believes in specialization. This means I cannot help you unless you fall within a specific category of caller and are calling for a certain set of reasons.
Inevitably, I get someone who is bound and determined that I help them no matter who they are or what they need.
Understand, if they are not the callers I speak with or are calling about something other than what my department handles, I CANNOT help them. I do not have access to the information they need.
Yet, even after determining that they are not someone I can help, I offer to transfer them to the right place and then they go back to the Garden of Eden and tell their whole story in the hopes that, somewhere in there, is the part where I can help them.
Folks, if I tell you I cannot help you, let me get you to someone who can. Do not try to convince me that I can help you when I can't!
Also, if I tell you, "Sorry, I can only speak with [insert category] here", do not respond, "Okay, we'll just say I am [appropriate category here]" to try to get around it. If you're not in the right department, you're not in the right department. Pretending you are doesn't change that!
Inevitably, I get someone who is bound and determined that I help them no matter who they are or what they need.
Understand, if they are not the callers I speak with or are calling about something other than what my department handles, I CANNOT help them. I do not have access to the information they need.
Yet, even after determining that they are not someone I can help, I offer to transfer them to the right place and then they go back to the Garden of Eden and tell their whole story in the hopes that, somewhere in there, is the part where I can help them.
Folks, if I tell you I cannot help you, let me get you to someone who can. Do not try to convince me that I can help you when I can't!
Also, if I tell you, "Sorry, I can only speak with [insert category] here", do not respond, "Okay, we'll just say I am [appropriate category here]" to try to get around it. If you're not in the right department, you're not in the right department. Pretending you are doesn't change that!
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