A Little Clarification Please

Ok, one thing I have to say I do very much disagree with at my job is the complete and utter lack of clarification on policy and procedures. I mean really. It shouldn't be rocket science. I provide customer service for a company that provides cellular phones and service for those phones. But frankly, their lack of clarification is just irritating.

For example, during my training class we grilled the instructor - what do we do if we get a call from someone who works in our call center? Answer: It will never happen, but if it does, treat them like any other customer. What do we do if a friend calls in and gets us? Answer: Highly unlikely, but treat like any other customer. Family member? Same answer. We went over and over and over this for at least 45 minutes, giving every possible scenario we could thing of. Answer was ALWAYS the same.

So tonight a call comes in from someone who used to work for our call center. They do not work there anymore, have not since last year. I get the call, I handle it, they want to speak to someone to tell them how good I did. Fine. So they tell the supervisor that they still work for us, etc etc. Supervisor tells me I didn't do anything wrong, but then starts talking to MY supervisor and the ops manager about it. Now wait a minute here. If I didn't do anything wrong, why are you making a big deal out of it?

First off, I knew the person didn't work there anymore - because they said they work on a Mac computer at work. We use HP computers. They also told me things about the iPhone that are not true, among other things. So after work I asked  MY boss about it. She said the person left us at the end of last year, but that for future reference, if it appears to be someone who might work for our call center, they need to hang up and call back to get a different call center. Fine. But I did mention to her that it would be nice to have the training classes be told that.

Frankly, I don't know the person, and I treated them exactly like I would have treated any other customer. I spent 2 hours on the phone with this person trying to fix their problem for them. Now I'm still not sure if I'll lose my job over it or not. When I go in tomorrow, I'm going to tell my boss I want full clarification. Did I do something wrong and if so, what will be done about it. I don't want to go in one day next week and be told that I'm no longer employed by my job.