Didn’t you read the instructions? Didn’t you get the email?
Have you been a customer in this situation?
I recently witnessed this interaction with one of my clients who was trying to get help with a service she was trying to access.
The business owner rung the number advertised on the website, the customer service rep, in a critical front facing role, answered and as my client started to let her know what the call was about, the lady on the customer service desk got frustrated quite quickly and said “ Did you not get an email from us?” followed by “ Did you not read the instructions on the website?” Followed by her starting to read those out word for word.
The business owner was polite, clear, and calm in her manner and tone, her question was reasonable, and she had already had a big hunt for the answers before calling in.
She asked nicely if she wouldn't mind explaining the correct format to send a document back in and the lady just kept referring her back to the ‘instructions on the website’ and repeating lines from it.
What is wrong with this you ask?