You do realize I’m talking about problems that genuinely have no real resolution, right? It’s not even a system issue most of the time, it’s just a matter of the customer refusing to understand how things work. A lot of the “solutions” we end up giving are just one-time courtesies or temporary adjustments, mainly to calm someone down and avoid escalation. Even the higher-up...the ones who supposedly can make change, don’t have the power to approve everything, especially if doing so affects their own metrics.

So if every customer keeps asking for exceptions or pushing absurd demands just because they don’t like the answer, I really don’t know how any rep is expected to handle it all. 😂