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NPC Customers stuck on repeat

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I work at a bank, customers often call and they will just repeat their story over and over again even if I addressed their concern and provided solutions.

This one customer kept saying his branch advisor was on vacation and he forgot to renew his mortgage because he couldn’t get a hold of her. I told him that if she’s away he has to speak with someone else in person or use over the phone or use a self service option. Then he’d circle back to how he tried to get in touch with her but she was away. No matter what I would say he would circle back to this.

I got so frustrated I pulled the computer cable out of the wall this terminating the call.

I hate when customers get in it their mind that they need to do something a certain way, often incorrectly, and will not entertain viable resolutions! Why do they do this???

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