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Sometimes I'll get a call about a ticket. And it's obvious they've not
even read the ticket. I've been known to reply
"I'll give you a minute to read the ticket."
or
"One second, let me open up the ticket and I'll read it to you."
The answer depends on if I can tell if they were just busy and got in the
call queue and sincerely need a minute to catch up. Or if details and
information "are for the little people" (quoting Leona Helmsley).
Or the question from the delayer who will then pass the call off:
Q: How may I help you?
A: Resolve my issue.
Rob Berendt
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