Wow, what a call! There are infinite ways that the Customer Service Representatives(CSR)could have made this call a lot easier for the caller. They had no intention of helping this custmer at all, and these types of situations really do happen.

First, I would start by turning the volume up my ear piece. It surely looked like the representative had a terrible hearing problem. Now that call is clearer, I would pull out a notepad and make a quick note of what the customer was saying. This way he wouldn't have to keep repeating himself. Especially when it comes to numbers, abreviations, and codes stuff like that. That's pretty hard to remember right away.

I think that customer service means going out of your way to help a customer. If what you're doing is completely legal and you're not down grading or making your company look bad, then yes, I would go out of my way to help any customer.

Finally, after I've checked all my resources, and if I still could not help him, Then I would direct him to another hotline, that maybe can help him. I Would apologize for the inconvenience, and direct him to the other hotline.