I’m a veteran customer service rep, and a veteran at the company I work for. I can get away with some mild shenanigans, is what I’m saying. One day, I had a customer with a clearly unreasonable demand.

Caller: “I don’t think I’m being unreasonable.”

Me: “I won’t take a position on that.”

Caller: “I feel I deserve better.”

Me: “I won’t take a position on that.”

Caller: “I mean, I’m not crazy.”

Me: “I won’t take a position on that.”

Sadly, this didn’t make him laugh, but he did hang up, which was just as good an outcome in my book.

Sadly, the coach was listening in and reported me to my team lead.

My team lead just remarked in our bi-weekly call that it takes a lot to get me to break protocol, and when I do, the customer deserves it.