[citation][nom]TA152H[/nom]Exactly, this guy sucked, bad. For one, he wasn't friendly, and didn't try to make her feel more comfortable. Many of these older ladies are intimidated, and if you seem more "human", they feel more relaxed. Also, he had very, very long dead times, which you should never do. Then, his questions were not clear to his customer, and some of his silences after her responses might have been taken negatively by this lady. In short, he sucked, although he finally did get it resolved, but about three minutes later than he should have.[/citation]
But this isn't his issue to address, per se. He did an excellent job for having absolutely zero stake in this. Imagine, if you will, that she owns a Ford but calls Marathon for information on how to use her car's gas cap. He could have simply said that he couldn't help her, and he would have been in the right completely. The fact that he didn't just hang up on her is credit to him.