The hardest calls aren’t the long ones, it’s the ones that land 5 minutes before my shift ends. Recently, a lady called to dispute charges on her credit card, but the time frame had already passed, and no exceptions were possible. She kept me 25 minutes over, repeating the same points while I explained the same thing again and again. I sat there with my head in my hands, regretting picking up.

How do you deal with people who just won’t get it?

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Ugh, those are brutal. I try to stay calm, repeat key points clearly, and accept that some people just won’t listen no matter what.

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