A lady called in, completely in tears. She’d just lost her server job said they let her go because of her age & she was helping her sick daughter with bills and had fallen behind on her credit card payments. The interest was piling up, and she was overwhelmed.

I felt awful. Ended up talking to a supervisor to see if we could do anything to help her out.
You never really know what someone’s carrying when they dial in.

Ever had a moment at work that hit you a little harder than expected?

likehelpful
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I had somebody call in to see when the last possible date they had to pay before service was shut off. I have been in that situation before, so zero judgment on my part. Just a good reminder, these are all people with their own stories that we usually know nothing about.

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My phone carrier keep charging me extra money and I need to give me Senior Discount soon as possible

I'm glad you advocated for her. I've been getting more bold in advocating for people at my job too (not at a credit card company but an airline). I think it's super important for us to stick up for customers whenever we can.

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I love that. Honestly, advocating makes such a difference, sometimes we’re all they’ve got.

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That's really sad. It was nice that you went above and beyond for her. I try to help people when I can, like giving discounts or telling them about good deals. Sometimes it's not always possible, but I do my best.

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That’s really kind of you. Even small things like that can mean so much when someone’s struggling.

That's so sad to hear. I am glad you were there to hear her out. I am sure it was a relief for her. Thanks for doing it. What happened then? Could the supervisor do anything about her situation?

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I think just being there for her helped a bit. My sup did try to explore a few options, we did what we could.

That one hits deep. It’s moments like that where the job stops feeling like just a job. Good on you for going the extra step—sometimes even just showing someone that you care can make a huge difference.

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Exactly! It really stops feeling like just “work” when you’re in moments like that. Hits different.

That’s so unfortunate, however with you asking your supervisor if there’s anything you all could do her was exceptional customer service

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Thank you! Sometimes just trying goes a long way. I couldn’t ignore how upset she was.

I remember when I was in a dental insurance job, I had this grandma caller, getting billed thousands for a service to her surprise. She cried because she don't know what to do. All she knows is her plan was paid for her husband who just passed a week ago. Upon digging on her account, her premium plan was paid in advanced by her husband to go continuously for years. Her son doesn't live with her and she lives alone. Her son doesn't give an f even when I called him. I advocated for her and broke some protocols for her.

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Wow that was an ass move from them

She had a lawsuit (ageism)

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