a customer called in asking about their premium account benefits. they were upset because they were placed on hold for over 30 minutes. i tried to explain the process, but they just kept getting more frustrated. they said, "i don't understand why i can't get a straight answer!" that hit hard. it's tough when we're expected to fix everything instantly. this happened during my afternoon shift last week at the charlotte site. i felt for the customer but there was only so much i could do. after a while, i had to escalate it to a manager who stepped in