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    When Call Center Levels Reach Their Ceiling

    | Toronto, ON, Canada |

    Me: “Hello. This is [station]. How can I help you?”

    Caller: “I live in a condo, and there is a leak in the pipes. Water is leaking behind the living room wall and building management won’t fix it.”

    Me: “Okay. Why are you calling the police?”

    Caller: “Well, it’s an emergency. They won’t fix it. They say it’s my problem because the leak is in my unit.”

    Me: “Have you called a plumber?”

    Caller: “No. It’s an emergency. That’s why I called you. If the water keeps leaking, the ceiling could fall in.”

    Me: “Ma’am, if you think the ceiling is going to fall in, leave your unit and call a plumber.”

    Caller: “But I need help now!”

    Me: “Ma’am, it’s your choice. If you think you’re in danger, leave your unit. Unless you’re being crushed by falling sheet rock, this is not a police matter. Please hang up and call a plumber.”

    Caller: “So, if the ceiling falls on me, I can call you back?”

    Me: “Yes.”

    Caller: “Okay, thanks.” *click*