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This was just dumb:
SC (male): I'd like to see how many licenses we have and get update quotes on them.
Me: OK. I should be able to pull up any licenses you've registered with us. The name of your organization please?
SC: [Gives name. I found one record under that name with about 5 licenses under it. Cool. All in one place is good.]
Me: I found a record for you. The last date we were in contact was in 2005. I have [female name] as the contact person at your organization for all of theses licenses. Is that still correct?
SC: NO! She hasn't been with us in years! YOU need to update your records!
[Duh! That's what I'm doing right now!]
Me: OK, so are you the new contact person?
SC [impatiently]: Yes!
Me:
OK. And is your address still [gives address]?
SC [impatiently]: Yes!
Me: I only have [female name's] email address in the record. I'll need yours if you are the new contact person.
SC: [huffing and sighing] It's [email address]. Look, are you going to answer my question?
[Ooooh. I'm soooo glad you gave me the opening.
]
Me: We just want to be sure our records are up to date. [buuuuurn!] Almost done. Is your telephone number still [number]?
SC: [nicer] Yes.
Me: OK, your address record is now up to date. Let's go over those licenses...
The rest of the conversation was uneventful and civil.
SC (male): I'd like to see how many licenses we have and get update quotes on them.
Me: OK. I should be able to pull up any licenses you've registered with us. The name of your organization please?
SC: [Gives name. I found one record under that name with about 5 licenses under it. Cool. All in one place is good.]
Me: I found a record for you. The last date we were in contact was in 2005. I have [female name] as the contact person at your organization for all of theses licenses. Is that still correct?
SC: NO! She hasn't been with us in years! YOU need to update your records!
[Duh! That's what I'm doing right now!]
Me: OK, so are you the new contact person?
SC [impatiently]: Yes!
Me:
OK. And is your address still [gives address]?SC [impatiently]: Yes!
Me: I only have [female name's] email address in the record. I'll need yours if you are the new contact person.
SC: [huffing and sighing] It's [email address]. Look, are you going to answer my question?
[Ooooh. I'm soooo glad you gave me the opening.
]Me: We just want to be sure our records are up to date. [buuuuurn!] Almost done. Is your telephone number still [number]?
SC: [nicer] Yes.
Me: OK, your address record is now up to date. Let's go over those licenses...
The rest of the conversation was uneventful and civil.