When a customer finally gets through, you can just feel the relief in their voice. They unload everything, every detail, every frustration and you’re sitting there listening, knowing what’s about to happen next.

And then comes the worst part, having to say, “I’m so sorry, but you’ve actually reached the wrong department.” 😅 Honestly feels like the most awkward timing ever.

Anyone else dread that moment as much as I do?

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I worked as a 3rd party csr for ***uit and ****kbooks, not sure if I'm allowed to mention them... but even if they reached the wrong department i made sure, from receiving so many of those calls, that i was able to provide them with some assistance, if i couldn't help them i could be seen running across the floor to the correct dept to get advice and relay it to the customer... most of those calls started with, "I've been passed around the entire company i just need to run my payroll" i couldn't touch their user accounts but i could walk them through... i once spent about 12 hours over a few days right before thanksgiving fixing a customer's account so her employees would get paid for the holiday... tier 2 was always busy and always asks us agents if we used our resources and tried any work arounds... my fellow agents were my resources and co sulting them was my work around

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That’s such a solid approach, customers really appreciate when you at least try instead of just passing them off. Love that teamwork vibe.

This is one of the rare times where I think cutting off a customer is acceptable. As soon as you know where it's going, save you both some time by letting them know.

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Yeah true, sometimes it’s kinder to cut in early before they go on too long, it saves them the frustration too.

Oh yeah, that moment is brutal—trying to stay polite while knowing you’re about to crush their momentum is the worst.

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Exactly, you’re just nodding along knowing you’re about to drop the bad news, never gets easier.

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