Me: “[Business library], how can I help you?”

Caller: “Yeah, so, I want to know about the educational programs you offer.”

Me: “Oh, okay. That’s actually not conducted through the library. I’ll have to find you the phone number for the coordinator.”

(The caller asks a dozen questions about the differences between the programs we offer. I answer the best I can while continuing to tell him I’ll need to have him call a different number. I put him on hold to find the number.)

Me: “Hi, sir. You’re going to have to call this number and speak to the program coordinator.”

Caller: “Fine, okay. What’s the number?”

(I give him the number.)

Caller: “Okay. Transfer me.”

Me: “Actually, I can’t transfer you because they’re in a different building. But if you want to call the number I gave you, they’d be happy to help.”

Caller: “So, you can’t help me?”

Me: “Not with the information you’re looking for.”

Caller: “What are you again?”

Me: “The librarian.”

Caller: “I don’t understand. You need to explain that to me. Can you also tell me about the educational programs you offer?”