I used to take inbound calls for an American bank.
Me: Yours truly
I read a similar story here, and I shared mine in the comments. Here is the full story.
The Customer called because wanted to report he lost his credit card. I was taking his information to locate his account when suddenly there was an earthquake. This was the first time it happened while I was on a call and I didn’t know how to react.
Me: May you excuse me a second sir?
Me: Just a second please.
I muted the phone and asked my supervisor what should I do. He told me to tell the customer there was an emergency and advice him to call later.
Me: Thank you for waiting sir.
C: What was that about?
Me: There is a local emergency and I need to leave the buil…
C: Oh no. You are not hanging up on me, you know how much time I lost waiting for my call to be connected to you?
At this point the ground had stopped shaking, but I needed to get out of the building anyway because of the security protocol.
Me: I understand sir, but there was an earthquake and I need to…
C: My credit card got lost. The later I call you, the bigger the chance someone else find it and use it.
Me: I understand sir but I need to get out of the building. There was an earthquake.
My co-workers in full spanish started saying variations of “Just disconnect the call, don’t try to explain anything to him”.
C: Why there is people speaking spanish in the background?
Me: Those are my co-workers.
C: I don’t feel safe with too many people watching my account, specially if they are speaking a language I don’t understand.
*He disconnected the call*
In hindshight. I don’t understand myself why I spent so much time trying to explain to him why I needed to disconnect the call. I should just have hung up. I spent so much time trying to make him understand that it would almost have been faster to just report the card as lost.