(My department always sees a lot of turnover because employees are strongly encouraged to apply for other internal positions, meaning the entry-level admissions spots are always open. A new team has just been hired and one of the new hires sits at the desk next to me. She frequently asks me questions, and I am always happy to help. One day she seems to be having a difficult time with a student. I can only hear her side of the conversation and my coworker fills me in on the rest later.)
Coworker: “Hi, how can I help you?”
Student: “I want to know about your Master’s in Accounting.”
Coworker: “Great! What questions do you have for me?”
Student: “Do you have a Master’s in Accounting?”
Coworker: “Um, I think so…”
(We have a large document with information on all of our programs, and it takes a moment for my coworker to open it.)
Student: “Do you think so, or do you know so?”
Coworker: “I… um… it says here that we do-”
Student: “I don’t care what it says, what do you know about it?”
Coworker: “I-”
Student: “Stop. I don’t want to talk to you. I want to talk to someone who knows what they’re doing.”
(She puts the student on hold and gestures for my attention. I realize that she is crying.)
Me: “What’s going on?”
Coworker: “This woman was really mean to me… I didn’t know-”
Me: “Hey, it’s okay. Transfer her to me and go get some water. I’ll take care of it.”
(My coworker transfers the student to me and I put on my cheeriest customer service voice.)
Me: “Good afternoon! How can I help you today?”
Student: “I want to know about your Master’s in Accounting.”
Me: “Sure thing!”
(I give her the spiel about how we began as an accounting college back in 1932 so it’s one of our specialties, etc etc. When I mention it can prepare students to sit for the CPA exam, she interrupts me.)
Student: “I want to be a CPA, but this degree doesn’t certify me?”
Me: “The degree itself does not count as a CPA license, but it does fulfill the educational requirements to sit for the CPA exam.”
Student: “Does it satisfy the requirements in Vermont?”
Me: “Yes, Vermont requires 42 credit hours and this degree is 36-66 credit hours depending on how many business and accounting foundation courses you need to take. What was your bachelor’s degree in?”
Student: “English and history.”
Me: “That’s cool, I was also a history major! Based on your background, you will almost certainly have to take all 66 credits. With our term schedule, it typically takes about 2 1/2 to 3 years to complete.
Student: “That’s if I go part-time?”
Me: “No, that’s full time. Part time is-”
Student: “WHAT? Three years full time? That’s ridiculous!”
Me: “Well, as you do not have the accounting or business experience required, you need to take the foundation courses in order to catch up to the level of quality expected of the major courses.”
Student: “I just want to be a CPA. Why do I need to take all those other courses?”
Me: “If you are interested in just taking those 42 credits which prepare you for the CPA exam, I’d be happy to assist you, but just so you know, many of them have prerequisites so you might need to take foundation courses.”
Student: “I don’t care. I just want to take the CPA courses.”
Me: “Alright, please wait one moment while I transfer you to our Course Work Only department.”
(I realized after transferring her that the department was closed for the night, so she wouldn’t be getting her accounting courses until the morning. Normally I would reach out to someone in the department to make sure the student gets a call back, but I didn’t want to go the extra mile for such a rude person. Thankfully, my coworker got a really nice caller right after that and was feeling much better.)