Don't fight it|
It happens every day: someone phones into our support line, hears "For help with your internet account, press X" and immediately presses X, even though his problem is with the company's earwax extraction service and he doesn't even have an internet account.
There's a moment of silence in which you can hear him thinking "Shit, I spent 20 minutes waiting to talk to someone who doesn't know a thing about earwax extraction."
Then there's a moment of sly hope as he thinks "Maybe if I don't actually tell him it's not an internet account, he'll be able to fix it anyway."
Operator: "What's your email address?"
Customer: "It's a type 3, straight out of the box. Extra suction."
Operator: "Sorry, it's what?"
Customer: "I've only had it a month."
Operator: "...right. Do you know your login ID?"
Customer: "My name's Jim."
Operator: "Is 'Jim' your login ID as well?"
Customer: "I've never had this problem before."
Give up. Accept your fate. The internet helpdesk can't fix your earwax extractor. Unless you want to hang up now, you're going to be transferred.