Why do some people treat customer service agents like personal assistants? Yesterday, a customer called after buying something from a merchant and wanted to return it. He insisted I help him write an email to the merchant. I kept thinking that this isn’t even part of our job. Just because he used our card doesn’t mean we handle returns for other companies. Shouldn’t that be something he figures out himself? The expectations people place on us can be truly unrealistic sometimes.

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If one of my employees had this happen to them, I'd encourage them to explain to the customer that that's not their role. There are simple ways to set boundaries that are still respectful. A customer service rep is not a personal assistant

I wish customers would understand this too. It happens so often, customers hang up, then call back looking for someone else to fix the problem for them. Meanwhile, they could spend that same time just googling the vendor’s number and contacting them directly. It would save everyone so much frustration.

There are some things just outside of my job scope and can help with and am encouraged to do by my company. But we also have full ability to say, while I can’t help you with xyz I can do ___ whatever else. At least when you can.

I totally get that feeling! Sometimes I just want to scream, “We didn’t ask you to make that purchase, so deal with it yourself!” Lol. But yeah, we have to keep it professional. Still, it’s funny to imagine letting it all out sometimes.

The customer service agents are indeed superheroes to some people. Their request are out of this world however calmly explained that is outside of your scope of work

Sometimes you just have to say it multiple times for it to really sink in! Repeating that it’s outside your scope until the customer finally gets it can be exhausting.

Seriously—some folks think using the card means we do everything for them. Like, sir, I’m not your secretary.

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