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Hanging up on a customer

I hung up on a customer who simply wouldn’t let me leave the call. I stood nearly an hour longer past my shift helping them, took care of their problem, told them the website to activate everything, and they demanded that I stay with them the entire time while they wait to do it even though the process takes 10 to 15 minutes. I told them that I cannot stay on the call because it takes 10 to 15 minutes. They responded with that I will stay with them because they used to work for the company and they know how it works. I proceeded to hang up.

If this is a no tolerate for my company (although they advise us on the side to hang up calls that we can’t immediately take care of the problem in 5 minutes) was this an awful thing to do?

What do you think?

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