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I had a caller break down mid-verification after a fraud scare, ended up venting about losing her job and her marriage falling apart. She went into quite a bit of detail that I wasn't really trying to get into but I didn't want to be insensitive so I just tried to keep it calm and neutral. I think it's good to be a listening ear if someone clearly needs it a lot. But you don't wanna say too much for your own liability or the company's.
Chief
Yeah, I’ve been there too. It’s wild how we just try to keep things calm and hold space for people, even when they’re breaking down. It really does make you think differently about the job.
I have actually. I had someone start crying mid-call once because her card got declined and it was her kid’s birthday. I just stayed quiet and kind and said, “You’re okay, we’ll figure this out.” Sometimes all folks need is to feel like they’re not being judged. For me, I stay neutral, and don't make it weird.
Chief
Totally get what you mean. Sometimes just staying quiet and neutral is the best way to help, showing them they’re not alone or being judged. It’s such a fine line to walk.