Wednesday, March 13, 2013


I don't need a manager's approval to refund finance charges. I am "empowered" to remove late fees and interest from your account. 

I take this to mean that I am also empowered to refuse to do so. Politely, of course.

Too bad the customer will just demand to speak with a supervisor. I'm required to escalate the call, and my manager will tell me to just go ahead and waive the fee.

Sometimes I feel like there is no justice in the world.

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