Tell Me What You Want Without Telling Me What You Want

We sell tickets to the theatre, musicals, and various events.

Me: “[Ticketing Bureau], [My Name] speaking. How may I help you?”

Customer: “What was your name again?”

I know this isn’t going to be a fast call.

Me: “It’s [My Name with a spelling of my last name].”

The caller is obviously writing things down. I hear papers shuffling.

Customer: “Thank you, [My Name]. I’m calling because I ordered tickets for [Musical] on [date] for [seat numbers] with your coworker, [Coworker]. I called at [time].”

A few seconds pass as I wait for him to continue. He doesn’t. 

Me: “All right, and what can I help you with today?”

Customer: “Well, I ordered tickets for [Musical] on [date] for [seat numbers] with your coworker, [Coworker]. I called at [time].”

Me: “Okay, but what can I help you with today?”

Customer: *Slightly annoyed* “I ordered tickets for [Musical] on [date] for [seat numbers] with your coworker, [Coworker]. I called at [time].”

Me: “I get that, sir, but I don’t know why you are calling right now.”

Customer: “Oh, I haven’t gotten my tickets.”

Me: “Oh, I can see how that can be a problem. Were you supposed to receive them by email or by post?”

Customer: *Deep annoyed sigh* “Let me start again. I ordered tickets for—”

I now interrupt, which kind of goes against my morals, but this call is getting long and he is paying forty-five cents a minute.

Me: “I get that, sir, but I just need to know how you were going to receive them so I know where to check.”

Customer: “Oh, by post.”

Me: “All right, sir. Let me look at your account to see if they already went out. May I have your postal code and house number?”

Customer: *Now clearly annoyed* “We are registered in every single system. I have an account with you guys. You should be able to see my address in my account where the tickets got sent to.”

Me: “I understand, sir, but to pull up your account, I need to input the postal code and house number. It doesn’t pull up your account automatically.”

Customer: “Well, I don’t see how you…”

A female in the background tells him to stop being so annoyed.

Customer: “Uh, yeah. It’s [postal code and house number].” 

Me: “All right, I see that the tickets got sent to [address] about a month ago.”

The customer tries to bluster again, but I don’t stop talking.

Me: “Clearly you didn’t receive them, so I’ll send them again. Can I send them to the same address or would you like to receive them somewhere else?’

Customer: *Sheepish* “Same address is fine.”

Me: “All right, since it’s already later in the evening, they will get sent tomorrow. If you haven’t received them in three postal days, please let us know. We will then make sure you can pick up the tickets at the theatre before the show. Is there anything else I can help you with?”

Customer: “No.”

I hear more of the female voice.

Customer: “Thank you for your help.”

Me: “Have a good day, sir.”

Female Voice: “Sorry for him being a pain!”