I was working for a very large company, with 4 call centers and numerous retail locations around the country. A lady called because she could not understand something on her bill. It was really pretty simple, and everything she needed to understand it was on the one statement, she didn't even need to look at past statements to make sense of it. She was older (probably as 'old' as I am now, hehe) and didn't have a good grasp of the english language, so that may have been part of the problem.
After a half-hour of trying to explain it to her, I was so exasperated that I finally told her to bring the bill in to one of our retail locations and ask a salesperson to look at it and show her what I was trying to tell her. The location closest to her was in a shopping mall.
About a week later, I answer the phone, and here is the exchange:
me: Hello, Customer Service, this is Callgirl.
her: Yes, I'm here at the mall, now where do I go to find it?
I had to wonder what would have happened if someone else had answered. Would she still have assumed it was me? How would anyone else have figured out what she was talking about?