Tapping Into Their Private Matters

This interaction is mostly through email (and paraphrased).

Client: “I want to talk to someone.”

Me: “Of course. Please let us know what this is about, so I can redirect your email if needed.”

Client: “I want to talk to someone. It’s about my home.”

Me: “I understand, but what is the matter?”

Client: “That is private. Please redirect my mail to someone who can call me.”

Me: “I’d love to, but I need to get the gist of what this is about so I can ask the right person to call you.”

Client: “I want someone to call me.”

Me: “If you want to speak to someone live, you can call our customer service. If you want someone to call you, please tell us what it is about.”

Client: “You are invading my privacy!”

Me: “I understand that it’s an inconvenience to explain things, but we have over 600 people working here, from technicians to administrators. If you want me to redirect your email to the right department, I have to know more.”

Client: “Fine! My water tap is leaking.”

Me: “Oh, that is indeed an inconvenience. Luckily, I can help you with that. We can make an appointment with a plumber for you.”

Client: “I don’t want an appointment with a plumber. I want someone to call me!”

I decide I’ve had enough of it, leave my station, and pick one with a phone. I call the client.

Client: “Ugh, finally! That person in the email was so rude — not helpful at all! Anyway, now that you’re calling, my neighbour is parking outside the lines on the parking lot.”

Me: “I thought your email mentioned a leaking tap?”

Client: “I just said that because that annoying person kept on asking. Now, what will you do about my neighbour’s parking?”

It was a public parking place, so we did nothing. She did not like that.