Have you ever felt helpless while helping a customer? I have, many times. As a call centre agent, I often get calls from elderly people. They can’t pass the verification because they don’t remember their banking info. Company rules don't allow us to help them without that. So we have to send them to a branch which would be sometimes 100 km away from them as they live in countryside. It breaks my heart. The inner me just wants to do everything for them but, just can't

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Last year, I had to attempt to help a gentleman with dementia, whose wife had recently left him. Everyone WANTED to help him, but everyone was limited in how they could help him. It was quite sad.

It mostly happens with elderly people who have limited transportation or struggle with online systems. I always feel bad for them when they are so close to getting help but just can’t quite reach it.

No

Lucky you I'd say 🙂

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That sounds incredibly tough. It’s heartbreaking when you want to help but are restricted by rules. It’s clear you care a lot, and that empathy is so valuable, even when you can’t directly solve everything. I’m sure those customers appreciate your kindness more than you realize.

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