Customer service is one of the hardest jobs, dealing with rude and aggressive customers daily. I had a long call from a lady who read a newspaper story about someone caught with over a million dollars at the airport. The article mentioned trading, so she invested with the same company, which turned out to be a scam. As always, she called the bank to get her money back. Her story left me shocked. Did she really think she’d win the same fortune just by doing the same thing?

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I wouldn't even know how to respond to this. I'm usually able to find some common ground with customers, which helps me to empathize with them and deescalate the situation. I would be at a loss here. Like....that's not how life works. If she hasn't figured that out by now, I don't think there's anything you could say to make it sink in and placate her.

You are right. Common sense feels so rare sometimes. I usually feel bad for older people since scammers often prey on them, and it’s heartbreaking. But when they knowingly do things that put them at risk or make the situation worse, it’s frustrating. You want to help and protect them, but at the same time, their choices can make you feel helpless and even annoyed.

Wow, that’s rough—but unfortunately, some people really do think history will repeat itself like that.

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