August 9, 2009

A customer wanted to know if she can use her card after the due date because she was going to be late. I said I couldn’t tell her if she could use her card in the future, only if she can use it right now. She immediately repeated her question, so I answered again the same thing, and after she still repeated her question I had to interrupt and ask what it would take to help her accept the answer. Her response was, “I don’t understand why you can’t tell me if I can use my card after the due date.” She seemed to finally get it after a fourth reiteration.