His Expertise Is Knowing Your Area Of Expertise

, , | Right | June 4, 2020

The agency where I work has several departments. We usually don’t answer questions outside our area of expertise to avoid giving people wrong information. All calls are directed by people working at a switchboard. They are extremely good at what they do, but sometimes the callers are not clear about what they want and it sometimes happens that calls are misdirected.

Caller: “I want to have information about [subject #1].”

Me: “I am sorry. The switchboard must have transferred you to the wrong department. You should talk to [other department]. If you want me to, I could transfer you back to the switchboard.”

Caller: “No, they told me that I should speak with you.”

Me: “I am sorry, but my area of expertise is [subject #2] not [subject #1]; I won’t be able to give you good answers.”

Caller: “Why? What’s the difference between [subject #1] and [subject #2]?”

I explain the difference.

Me: “So, you see, you will have to talk to someone at [other department].”

Caller: “But they said that I should talk to you.”

Me: “Again, I am sorry, but I am not able to answer your questions. Unfortunately, sometimes, calls are transferred wrong.”

Caller: “They said I should speak with you! And you should be able to answer my questions. Don’t you know what you are working with?”

Me: “I am sorry, but I don’t work in the area of your questions. Sometimes the switchboard operators make mistakes, and maybe they didn’t quite understand what you were asking for; it is rather common that my department is mixed up with [other department]. But I am still willing to transfer you so you can get the help you want.”

Caller: “I don’t think the switchboard made a mistake. I think you don’t know what your area of expertise is!” *Hangs up*

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