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    Passed The First Test

    | Baltimore, MD, USA | Awesome Customers, School

    (I work at a non-profit agency that runs licensing examinations for a certain profession. When you take our exams, you have a certain amount of time to pass all sections, and if you wait too long to retake a failed section, you end up having to take all parts again. In my time at the job, I’ve had a number of callers who waited too long, and when they find out they have to retake everything, without exception they have gone ballistic. I am taking a call from a young lady with questions about her exams.)

    Caller: “Yes, I have some questions about my exams. I failed one section two years ago and want to see about retaking it.”

    Me: “Well, let me look up your information.”

    (I take her name and look her up in our system.)

    Me: “Well, ma’am, you need to do [module] to reactivate your eligibility for the exams. But I’m sorry to tell you that you’re outside your eligibility period, and need to retake the entire exam, rather than just the portion you didn’t pass.”

    (I am cringing at that point, waiting for the screaming and crying I’ve always experienced when breaking that news.)

    Caller: “Really? Well, that’s annoying, but if I gotta, I gotta, right?”

    Me: “Uh… really?”

    Caller: “Well, yeah. I waited too long; I do it over again, right? It’s a pain, but it’s what I have to do, right?”

    Me: “Ma’am, thank you SO much for being reasonable! I’ve had others in the same position as you and when I’ve broken the news to them, they’ve bitten my head off!”

    Caller: “Why would they? It’s not your fault!”