(My coworker is speaking with a customer about her bill.)

Customer: “There is no reason why my bill is $250 this month. I can’t afford that, and I can’t have my phone turned off, you need to explain this to me. My bill should be $90.”

Coworker: *addresses customer by name* “You come in here every month about your bill being high, and I explain it to you every month.”

Customer: “Well explain it to me again.”

Coworker: “You have a plan for X minutes and you exceeded those minutes by Y amount of minutes, causing the $160 worth of overages. What I can do is give you Plan Z which covers all of the minutes you use, and your monthly bill would be $120 every month. I can even backdate it to cover this bill.”

Customer: “And I told you last month, I can’t change my f***ing plan to $120, because I can’t f***ing afford my bill to be over $100 each f***ing month!”

(My manager hears the commotion and comes over.)

Manager: “I couldn’t help but hear your language, and while I appreciate that you are frustrated, I am going to have to ask you to clean up your language while you are here. Maybe I can help… what is making you so upset?”

Customer: “My bill is too expensive every month, and I try to get it fixed every month and he…” *points at coworker* “…never helps me!”

Manager: “Let me take a look.” *looks over account* “I see that you have some overage charges in here.”

Customer: “Yes. My bill should only be $90.”

Manager: “There’s an easy solution that would make it so that you wouldn’t have to pay $250 every month. If you change to Plan Z, it would cover all the minutes you use, and you would be saving $130 each month by only paying $120 instead of $250.”

Customer: “F*** you!”

(The customer storms out of the store.)