Re: i might be fired?
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You should have just kept him on the line. You were getting paid and he was wasting time badgering you. To me, this moment would be one of the great joys of the job.
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At some jobs you are expected to deal with X number of customers per hour, and graded on how many you can do, so some would have to get the guy off the line with all due speed.
But if that's not the case here, wasting some more time with him would definitely probably have been easier for the OP if he remembered that by backing up company policy, he was really the guy in the driver's seat, and he could just enjoy listening to the customer making an ass of himself. However, his company not backing up their employees makes it harder to do that, too. Still, it's better to get in trouble for following company policy than for having natural human reactions. It's easier to justify being a robot than a human.
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