Years ago when I first started working in banking, my first job was at a call centre. We did credit cards, personal loans and personal accounts. On one particular afternoon, an old wealthy boomer called and wanted to apply for a credit card. This was after the crackdown on loans, so no matter how rich you were, if you wanted a personal credit card over the phone you had to do the 1 hour or so over the phone.
At first he was a little annoyed that I told him it could take up to an hour and that there are options online and I could transfer him to that department if he prefers doing it that way. But I was more than happy to help him as with anyone as long as they were respectful.
“Let's get on with it” he said as he agreed to complete the application over the phone. As with any other customer, we needed financial details, income and expenditures. Meaning, to know if he could service the card. When we got to the expenses part he got super pissed “why the hell do you need to know this much? And how the hell am I supposed to know??” At this point I tried calming him down, because we were actually really close to completing the app 30 mins in (was quite easy as he income was quite quick to calculate). At this point, I can hear him going through paper looking for receipts when I told him rough estimates for monthly expenditures would be okay. He ignored everything and became even more passive aggressive and said “if you wanna know everything I'll give you everythingggg and you're gonna sit there and record this shit down”. As I was relatively new to the job, this was the time I could have politely warned him not to curse or swear at us as we try to help.
But I didn't, so I sat as he belittled me and my role saying how he earns so much, has so much property and that he could wipe his ass with my pay. At this point, I believe he was tired of yelling at me and said the line that's always stuck with me. “I want to talk to the rat's head not the rat's ass, if you get what I mean”.
At this point I was saved by my manager who dealt with him. But I wish it was over. But for months and months this guy would call back asking for the transcript of the call. Demanded to talk to the CEO or Distract manager, I kid you not. He wanted all his “words and documents” sent back to him and that because he wasted so much time we have to pay for it too.
It's been a few years since this incident, and I often think back and how I would have shut him down when I had more confidence in the role. Looking back the guy was right about the pay being peanuts. They micromanaged our breaks and had tracking down to the minute. So in the end I learnt a good deal of patience and maturity after years in that role.
I'm in a position now where I don't need to worry about finances now, but I will never treat workers ;especially in customer service like that. No matter how rich I get, I won't ever belittle someone because of their finances or job.