Re: i might be fired?
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Why didn't OP simply explain that there are many different rulesets regarding citations?
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that was practically the first thing out of my mouth. it didn't matter - he still wanted me to give him help on how to cite it.
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also, responding to an earlier question that I missed, when I answer the phone I do give my first name initially.
I'm a good employee, know my fecal matter, but I still wouldn't put it past them to can my arse. the only other negative thing in my file is a couple of (literally two - one verbal one written) warnings about being late (e.g. 5 minutes late is a problem b/c it's a call center).
also - regarding whether I should follow policy or not - I'm not going to get in any trouble for giving customers what they want b/c they won't complain. but then it creates problems for my co-workers who then have to deal w/ customers who were given what they weren't supposed to be given or told what they weren't supposed to be told.
they do randomly record calls but I'm guessing they missed this one.
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