I work in a large ELECTRONICS store. As in, we don't carry cloths, or pet supplies, or food. Just electronics and their related peripherals.
My job is not to answer phones, but to sell computers.
However, one of our employees that answers the phones called out sick, and I decided to help cover while his replacement came into the store.
At least 5 times during 2 hours I was answering the phone, someone called and asked for the electronics department.
I kindly explain that we are an electronics store, and offer to help them locate a product or if they would like to give me an idea of what they are looking for (ie, a computer, tv, a movie, etc) I can transfer them to the respective department.
One customer that I explained this to, did not like my answer. So she hung up, and called back, obviously expecting to get someone else.
When I answered, she muttered something about the line must have gotten cut off, and hung up again.
This cycle repeated itself 12 times before she finally gave up.
About an hour after this, the replacement came in, and I went back to selling computers. Not 20 min. later, a very loud and angry woman came in. She was upset that the person answering the phone couldn't just transfer her to the electronics department, so she had to drive all the way in.
Turns out she wanted a computer that we hadn't had in stock for 3 days, and weren't due to get for another 3 days. A simple answer I could have provided her over the phone in 30 seconds.