I posted about it here: https://www.reddit.com/r/tifu/comments/t7gt4o/tifu_by_losing_my_cool_on_a_karen_in_my_last_day/hzj4m99/
But I'm not sure it really falls under TIFU anymore. I had an abusive customer who was literally screaming at me, and I told her that we didn't want her back if she was going to abuse the employees. Based on that one call, which I self reported, I was pulled off the phones for the rest of the day, and told I would have a meeting on Monday, and would not be returning to work until I had that meeting.
Well, now I've had that meeting. Apparently I signed a zero tolerance policy when I started among the many many documents I signed upon starting employment, without which I would not have gotten the job. Because of that and that one phone call, I am now unemployed. They tried to kick the can down the road, this isn't Sutherland's policy, it's CBS/Paramount Plus's policy, but no one forced them to work with CBS/Paramount plus if their policies were actively harmful to their employees. They said because I didn't put the customer on hold – the customer who was in a hurry and probably wouldn't have let me – we had to ask permission, and I didn't reach out to a supervisor, who had NEVER been available at any point, I am fired because of one bad call. I was not permitted to hang up on the customer and apparently I wasn't permitted to talk back to the customer either. I was expected to put up and shut up.
So yes, I worked for Sutherland, a company who subcontracts to provide customer service to a great many companies, but the contract I worked under was CBS/Paramount Plus as support for their streaming service. No tolerance policies that like the one I had to sign should be illegal. Customer Service employees should not simply be expected to put up with customer abuse. This has been normalized for far too long, and it's long past time that we stopped it.
Thank you for coming to my Ted Talk.