I work(ed) for a very large retail store in their call center as an Escalation Lead. I'd spent the passed couple years fixing complex issues and handling irate customers. Never had a single complaint about my work and always had exemplary monthly reviews.
I volunteered to work on Thanksgiving, figuring I could work some OT hours on a Holiday so Santa doesn't skip our house this year. Should have stayed home...
Customer calls in and immediately starts screaming, yelling, and cursing at an agent because her package wasn't delivered. Didn't care it was a holiday or not. The agent tries to help but the customer screams some more and then hangs up.
5 minutes later another agent has her on the line. Same thing. No package. Screaming and yelling. We are horrendous and she'll never shop with us again. Screams and hangs up.
Another 5 minutes and I can tell that she's back on with a new agent. I have the agent transfer the call to me so she doesn't have to take the lashing. I then spend the next 10 minutes being bombarded with the most ignorant and racial verbal regurgitation I have ever heard. I curse daily and this lady put me to shame with her creativity.
During one of the brief moments when she stopped to breathe, I was able to squeeze in about 20 seconds worth of a productive resolution. However right away she started back up with the racial stuff.
I politely let her know I would appreciate it if she could keep the conversation professional and she called me a stupid retarded ni....
That was when I hung up.
I immediately walked over to let my manager know the situation in case the customer called back again, as I'm sure she wouldn't want to speak with me any longer. We kept an eye on the order, but she evidently took my advice as truth and didn't call back.
Today I was called into my managers office and informed I was being fired for disconnecting that call. Even though our policy for abusive callers states to follow the exact steps I followed, I was still fired.
I'm honestly dumbfounded right now. I have a wife and a child and $10 in the bank because I just paid rent this morning. I can't believe I'm even writing this. It boggles my mind I was fired for not wanting to sit there and be called the things she was calling me.
So now I'm writing this from my couch. So amazed that the job i spent years working up to was so easily taken away. But at least the kid is only 3 so all he knows is daddy is home early. Save having to explain to my him why I'll be around more often.
Anybody need some photo or video editing done? I'm self taught but I guess it's about time I got into a career field I enjoy. Maybe a camera operator for some sportsball? My schedule has suddenly cleared up!
TL;DR - Angry customer shouted a ton of racial slurs over the phone, hung up, got fired.
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