I am a 'support engineer' at a software company. Users of the software call the 1-800 number and ask how-to questions or tell me there is an issue with the software. Since working at the company for over four years, I have spoken to every type of customer out there. From the chatty, friendly user to the angry, demanding customer. It never seems to matter to me their reason for calling as much as it is the proper phone etiquette they use. Most of the users I receive calls from seem to get the concept of providing general details of their reason for calling. Once I can reflect aloud and tell them I would be happy to take a look, then I ask for specific details.
Sometimes, I get those calls where the user calling just blurts out complete word vomit describing every little detail of their reason for calling before I can even confirm their name and account number. This is in response to me asking, "How can I help you?" and the caller interprets my question as, "Please tell me all the details you are calling about right now...ok...go!" I have literally watched the clock and it reaches 5 sometimes 10 minutes before they finish explaining their details reason for calling or I find a slight pause where I can jump in or even flat out interrupt them so I can catch up.
Why don't callers calling any customer support type understand that we first need general details then together we can reveal the specifics? Don't they realize they have been looking at and working on their situation for hours while I am hearing about it for the very first time? My company's software has thousands of users all performing completely unique tasks for their individual company, so how on earth am I support to follow a 5 minutes-long detailed description of this and that and that and this and this and that and yada yada yada blah blah blah???
Come on, People!
Do yourself and the support rep a huge favor and think before you speak. When asked how you can be helped, first share the short general summary of what your reason for calling is, then collaboratively work with the representative to uncover further details. Thank you and thanks very much.