We become what the loom of time and causality around us weaves us into. We can only interact with the world that we can see, that we can touch, that can cut against both our flesh and our conceptions, and make them bleed. We develop the reactions, instincts, beliefs, and worldviews that this world demand, and we act accordingly. We do this because to do otherwise would make us useless, or worse, mad. We do this to survive. All of this applies full well to my call center job at the cell phone company. Also, I’ve been reading a lot of Lovecraft.
At the most basic level, any job we take or social circles we move in require not only their own rule of behavior and action to be successful, but also their own coping mechanisms. You either develop them or you don’t move very well in those worlds. They make for the weirdo stories that populate the pages of the internet that collect those kind of weirdo stories. All professions have their fair share, but customer service oriented fields seem to produce them with gusto. Likely because CS involves dealing with a lot of humans. And humans are, taken in mass, pretty special.
As you can imagine, being a CS rep for a cell phone company involves listening to a lot of complaints. Whatever the flavor, they require the same kind of mental toughness and framing skills to handle. A lot of the complaints are a legitimate. Those are tough, especially when we can’t help. Some of them are so wacky they are almost difficult to believe. Sometimes, those are tougher, even when it only takes five minutes of distance to realize that they are also hilarious. And sometimes it is difficult to tell which category they fall into. Like today, for example, when a woman told me that by doing my job, I was going to kill her baby.
“Can I have your first and last name please?”
“Nicole Jenkins,” she said. Obviously I’m making this up, partially to protect her identity and partially because I don’t remember. I could tell just from her name that she was tense. Something you learn how to do, if you stay in this kind of job too long.
“What can I help you with today Nicole?”
“I need to transfer my number, or else get my own fucking account.”
Terrific. Excellent start.
Her line was suspended, which means it wasn’t currently working. I also saw that she wasn’t an authorized user on the account, which meant there wasn’t a whole lot I could do. She couldn’t make changes, or get much information. I knew I had to tell her that, and I knew she would yell at me. But I also knew that I was protected from the consequences of her anger by that favorite shield of both corporate employees and war criminals the world over. I was just doing my job. It diffuses a surprising amount of tension. From my end. Not so much the customer’s.
“I’m sorry,” I said, “but without seeing you as an authorized user, I can’t transfer the service. I would have to get authorization from the account manager. I can reach out to them, if you want.”
“It’s my fucking boyfriend,” she said, “and he removed me from the account.”
“Geez, that is really rough.”
“Yeah it’s fucking rough! Can I move my damn number? I want to transfer the service. I want to transfer the service to my own line. Under my name.”
“Ugh. I really wish I could do that for you,” I said, and I meant it. I think people can hear that in my voice, most of the time. Not so much this time. “But legally speaking the number is under his account and so you can’t remove it onto your own without his authorization.”
“This is a domestic violence situation!” she screamed. “There is a domestic violence order against him!”
“Oh geez,” I said again. “That’s awful. Listen, there might be a stipulation about that in our policy. I am so sorry about this, the whole thing sounds really awful. Let me put you on old for a minute and see what I can find. Is that okay?”
I took a look. I didn’t find anything. I reached out for held to see if anyone else knew anything, even though by that point I was fairly certain that if there was some kind of exception to the rules, which there sometimes is for domestic violence, I would have found it. My support person confirmed this, but explained that we have other channels for this kind of situation. It was good advice.
“Thank you so much for holding, I’ve looked into to this to try to see what we can do. I can’t do the transfer from my end, because like I said from our end the line legally belongs to him. But we do know that awful stuff like this happens, and we have a team that works with law enforcement in situations like this. You’re going to have to go through the police or through your legal representation, and they can contact our team and see how we get this done for you.”
“I need my phone working!” she said. “I have an eight month old baby! I need my phone!”
“I really, really feel for you here,” I said. And I did.
“Fine!” she shrieked. “If my baby dies tonight, that’s on you!” She hung up. If phones could still slam, she would have slammed it.
I was shaken. I don’t know why not having a phone would kill her baby, but getting accused of infanticide is not the highlight of my day. I took myself out of available status and sat there trying to collect myself.
In that moment, just before she hung up, if I could have bypassed the rules for her, I would have. Which is exactly why they don’t let me do things like that. I had no way of verifying her story or even her identity, and scammers and identity thieves know that suckers like me work in customer service.
I told myself this, and I started to feel better. I told the story to some of my coworkers, and they agreed I’d done the right thing and the woman was being unreasonable, even if she was telling the truth. What else was I supposed to do?
And that’s all true, but this isn’t about policy. It’s not about whether or not I did the right thing or if I could have done anything else. It’s about how very easy it was for me to recover. It’s about all of the support and mechanism the world I work in gives me to move past even a situation like a woman accusing me of murdering her child. It is easier for me now than it would have been a few months ago. I imagine it will only get easier. Just ten minutes after that call, my main worry was that she would fail me on a customer satisfaction survey. But it was a minor worry. If she did, I could probably get it thrown out.