Not Listening

So, I work at a call center for an electric company and one of the calls we get most is about payment arrangements for the bill. I am happy to help, but I’d be even happier if I didn’t get yelled at because of a misunderstanding.

So we started out fine. I took a small payment, then she asked about a payment arrangement for the rest of her past due bill. I explained what we could do for her. The first payment is always due like the next week and it defaults to an amount that would be similar to the payments further out. So say her total was $300, split into 6 payments. $50 due next week. She tells me that she cannot pay that so soon. So when I want to help out a customer, I start thinking of ways that I can go around the system. So I made her first payment $5 due today (which I’m not really supposed to do without a supervisor’s approval but that rule isn’t heavily enforced). Since she already made a payment today, it would go towards that. Then the next payment would be due in a month, so she would have plenty of time to get the money.

I explain all this to her, she accepts, and then we talk about other things for like 10 seconds. I go back to summarize the process and tell her the first payment is due today and before I can remind her that its already paid, I get:

C: YOU’RE NOT LISTENING TO ME!! I TOLD YOU I AM ON A FIXED PAYMENT AND I CAN’T PAY ANYTHING!!

M: in the calmest voice I am listening to you ma’m. I know-

C: NO, YOUR’E NOT!! I CAN’T PAY ANYTHING ELSE TODAY!!

M: M’am, I am listening to you, but you’ve got to listen to me. You don’t need to pay anything else today. I am trying to help you.

C: Oh…

I can still hear her yelling into my ear.

submitted by /u/Bre_23
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