Wrong Number, Right Answer

I work in a call centre for one of the main delivery companies, and it’s a few minutes before we close the lines for the night. I get a call from a lady whose package is clearly shipped with another carrier.

Me: “I’m sorry, ma’am, but I see that you’ve called the wrong company; you should check with [Local Carrier].”

Customer: “Hmm, really?” *Very entitled tone* “Well, what’s their number, then?”

Usually, I would make an effort for an elderly person or someone nice, but we aren’t obliged to provide our competitors’ contact information to entitled people who are clearly capable of doing a Google search.

Me: “I don’t have their number, unfortunately, but I’m sure it’s available online.”

Customer: “But you are customer service! You have to give me the information I ask for!”

Me: “Ma’am, you’ve essentially called the wrong number. I don’t have to give you any information beyond what I already did.”

Customer: “Oh, yeah? Give me your manager now!”

This makes me chuckle a little, because first of all, I have no legitimate reason to escalate the call and my manager would think I was crazy if I did, and second, the lady seems way too entitled for someone who’s calling a wrong number. Where I work, “give me your manager” is not a magic wand that gets you whatever you wish for.

Me: “I’m sorry, but I repeat, you have called the wrong number, so I cannot pass you a manager. What’s more, I am not your servant. Have a good evening, now.” *Click*

I felt a sense of relief, but also surprise at what came out of my mouth. I wish every customer would realize that they’re talking to a human being on the other side.