Answered a call at work (within a hospital, and pre Covid), and had barely gotten out "Good morning, department name" when the caller went off. Immediately starts shouting about how he has been trying to get through for the last 30 minutes, he is a doctor and therefore a very busy man, and how I have forced him to waste his valuable time as he has tried to call 47 times in the last 30 minutes and the line has been constantly engaged.
Straight away I'm confused (and pissed off at his tone obviously), but put on my best 'customer service' voice, and apologise that he hasn't been able to get through. I ask if he left a message on the answering machine, even though I know he couldn't have as there is no notification on my phone, and that seems to piss him off even more. He insists he was continually getting an engaged tone, even though that's not possible, as the call automatically diverts to the answering service if the line is busy, which I try to explain... "Do you think I would have wasted my time calling you 47 times in the last 30 minutes if I could have left a message?! I'm not an idiot!" is his reponse to that.
It's worth noting that he was calling internally, but I can see from caller ID that the call had been routed via switchboard, as it shows the switchboard extension followed by the callers. Also worth mentioning that our phone had actually been fairly quiet that morning, so there's no way he wouldn't have gotten through, and my department is not a 'life or death' type of service.
I ask him to confirm the number he had been calling, and he says 1234. That is not our number, not even close. I advise him that actually our extension is 9876, he doesn't believe me!
Not quite verbatim, but the conversation went like this:
"I call your department all the time, and it has always been 1234. If you are going to change your number you have a duty to inform people. I've had to contact the switchboard to get through to you, since you didn't even bother to let me know that your number has changed. You have completely wasted my time."
"I'm sorry but our telephone number has not changed, it has been 9876 for at least the last 7 years that I have worked here -" at this point he cuts me off and sounds apoplectic...
"Are you calling me a liar? I want to speak to your manager."
"He is not currently in the office, but I can certainly -"
"Then give me his name and number, this is an absolutely ridiculous waste of my time! I have called 47 times in the last 30 minutes..."
He then proceeds to rant again for a few more minutes, while I am just staring at my phone imagining how satisfying it would be to hang up, when I suddenly register something which immediately makes me smile. I let his rant come to a close, and then ask in my cheeriest customer service tone, "I'm sorry, did you say the number you had been trying to call was 1234?"
"Yes that's what I said, multiple times already!"
"Ah okay, I see where the problem is..."
"Oh so now that I've asked for your manager you're suddenly admitting there's a problem?"
"Yes, the problem is that 1234 is not our phone number...it's yours"
There's a moment of silence, I'm fairly certain I heard the sound of dawning realisation, and then some splutters of uhh, what, I...
"Your number is displayed on my phone, you are calling from extension 1234" I continue cheerfully, and at this point the cheer isn't even fake.
After another few seconds of silence I just can't stop myself from putting the boot in, and my tone veers somewhat into condescension... "You have called your own number 47 times in the last 30 minutes "
He says nothing, so I let the silence linger for a good 15 seconds before I carry on with "So now that I've cleared up your confusion, how can I help you today?" He lets me know what he needs, sounding almost contrite, but without an actual word of apology, so after I've dealt with his request I ask if he would like a note of my manager's name and number now. Funnily enough he declines, and I go about the rest of my morning with a smile on my face.