(Note: this call takes place at 2:15 pm.)

Me: “Thank you for calling blank blanker cable. How may I help you today?

Caller: “I was supposed to have a tech out here between 2pm and 4pm! Where the h*** is he?

Me: “Sir, the tech is scheduled for anytime between the hours of 2 and 4, so he is not late. He is on his way.”

Caller: “I want a credit for the install fee. I shouldn’t have to pay an install fee if the tech is late.”

Me: “Sir, he is not late. He has until 4pm to get there.”

Caller: “I want to speak to a supervisor now!”

Me: “I am sorry, sir, but a supervisor will tell you the same thing…”

Caller: “I don’t wanna talk to you! You don’t know what you are doing! give me a supervisor, now!”

Me: “no, I will not do that.”

Caller: “You have to! It’s the law!”

Me: “No, it isn’t; it isn’t even company policy. You can wait for the tech, or you can cancel the appointment. Which would you like to do?”

Caller: “Oh… the tech is here.” *click*