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I use to handle account management as my very first job after college. This customer had her account terminated because she neglected paying the bills for several months, and her account was endorsed to our law firm demanding that she pay the huge amount of obligation. At first she was very furious at me and wants to talk to the manager, but I was so good in pointing out that her mistake. The ending was she cried on the phone accusing me of being rude, sarcastic, and unsympathetic of her predicament. She demanded to talk to my supervisor to file a complaint against my rudeness, which I defended to my supervisor was totally untrue.
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