“I understand that you are frustrated but there’s nothing I can do. I don’t make any of the decisions here.” The corporate canned responses rolled out of my mouth.

I tried not to make eye contact with the customer. It was all too easy to get drawn into whatever personal drama they had brought with them that way. The training video said that most of the time customers just wanted a chance to be heard.

“Do you ever think about how your company affects people?”

“I know it’s not good but there’s nothing I can do, I have to work.” I protested.

“Let me get this straight. Because you’re just following policy, you’re allowed to ruin people’s lives?”

“We’re doing the best we can just like everyone else.” I said firmly.

“Good enough for me.” He said, pulling out his cell phone. “I’ve recorded our entire conversation. I hope you don’t mind being compared to the Nazi’s for the rest of your life because once I upload this to youtube, that’s exactly what’s going to happen-” He leaned in to read my nametag, “-Emily.”