Me: “Thank you for calling [hotel]. How may I help you?”
Caller: “Yeah, I want to complain about these towels of yours. They’re really rough and scratchy.”
Me: “I’m sorry about that, sir… wait a second, are you calling from outside the hotel?”
(I double-check the incoming call info, and see that it’s coming in on our toll-free line.)
Caller: “Yeah, I’m at home.”
Me: “And you’re calling to complain about towels you took from the hotel?”
Caller: “Yeah, they suck. They’re not very soft.”
Me: “Well, I certainly apologize for that, sir. If you’ll give me your name and address, I’ll have Housekeeping send you some new ones.”
(Surprisingly, he actually gave me his info; not surprisingly, he called a couple of weeks later to complain about the bill we sent him for the towels.)