For Most Customers, This Does Not Matter

I work in a call centre for a housing company. A man calls the repair line and I take the call. After my usual hello spiel:

Caller: “Yes, I found out that my kitchen does not have a hood above my furnace and that the location of the kitchen is all wrong on the map. This is terrible! And…”

He goes on and on about the location and the missing hood, which was never present to begin with.

Me: “Uh-huh… yes… ah…”

I am making the usual I-am-listening sounds.

Caller: “Hello?! Are you still there?!”

Me: “Yes, sir, I am listening to your story.”

Caller: “Ah, good. Well, my kitchen doesn’t have a hood and it’s located on the wrong side of the house—”

He starts all over again.

Caller: “Hello?! Are you still there?!”

Me: “Yes, sir, I heard your story. But what is your question?”

Caller: “Does that even matter?!”

He hung up the phone and I was left wondering what had just happened.