Devoted to the call center industry, the agents on the phones, and their managers

Entry #2 is from Brandi:

I used to work with an insurance company and dealt a lot with people taking loans out on their policies. One day I had a lady call up to let us know that her husband had died and she wanted to cash in his policy. So I proceeded to go through everything I needed to, and let her know that the policy was worth X amount of dollars.

When she found out how much it was worth she instantly became upset. She wanted to know why it wasn't worth the full amount that her husband purchased it for. I tried to explain to her that the only reason the policy wouldn't be worth the full amount would be because her husband took some of the cash out in the past. She wouldn't listen to me and kept getting more and more upset. She finally asked when this money was taken out, and I couldn't come up with an answer. Our computer only had records going back 30 years and according to the records, the money was taken out before that time.

She was screaming so loud that I had to pull my headset away from my ear. Everyone sitting around me could hear everything she said clearly. My supervisor finally stepped in, seeing that I was getting nowhere, and he took over the call (on my phone).

The lady became sickenly sweet and listened to every word he said. As soon as he told her that some money had been taken out in the past she says "ok, well thank you for letting me know." I about DIED!!! I was telling her the same EXACT thing all along, but because I wasn't a supervisor she wouldn't believe me.