How may I DIRECT your call?

Me: Thank you for calling......how may I direct your call?

*please note the 'direct your call' part. I love it when people ignore that part and begin talking about their car issues that I have NO IDEA how to fix*

LADY: Um, yes, I have this warranty that I purchased for 2,000 dollars and it says it covers scratches, dings, paint problems, interior issues...........

*I tuned it out because at this point I already know that I'm going to have to send her to a service advisor.*

LADY: ........... So, anyway I just needed to ask somebody what it covers.

*huh??*

ME: You need to know what your warranty covers?

LADY: Yes, I know what it says it covers, but I need to know what it covers.

ME: Yes ma'am. Let me direct you to a service advisor.

LADY: No. I just want you to tell me.

ME: Ma'am, unfortunately I do not know that information. If you like, I can direct you to a service advisor who can give you all the information you need about your warranty.

LADY: No, I'd rather you tell me.

*so it's going to be one of those days, is it?*