He’s Got Much Bigger Disconnection Issues

While working in a call center for a large television provider, I got this call.

Customer: “Hi. My name is [Customer], and I want to know why my TV isn’t working.”

I took his information and reviewed his account.

Me: “Sir, I show your status as disconnected.”

Customer: “I didn’t ask to have my service disconnected!”

I dug a little deeper into the notes my coworker had left on this account the day before and, reading the notes out loud, discovered that the man’s wife had called to shut off the service because she was starting the process of divorce.

I have never heard a man’s heart break before then or since. I have also learned to process what I am reading before I speak so I can be more tactful in how I deliver such information.