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The original was posted on /r/maliciouscompliance by /u/One-Wedding-8535 on 2025-06-12 17:29:08+00:00.

I worked in a call center that serviced cable and internet packages. Management implemented a new policy: “You MUST follow the script exactly, every time. No improvising. No skipping. No exceptions.”

I asked if that still applied during escalated calls when a customer is already yelling. Got told “Yes. Always.”

Okay.

So I get this guy who’s fuming because his service was disconnected due to a billing error on our end. He’s demanding a supervisor. I apologize, and start the required script: “Thank you for choosing Evergreen Communications. My name is”

He interrupts: “Fix my service NOW or I’m canceling!”

I say, “Before we proceed, I’m required to let you know this call may be recorded”

He screams. I keep going.

By the fourth line of the script, he hangs up.

He later emailed corporate. Management called me in and asked why I didn’t de-escalate.

I pulled out the memo and read: “No improvising. No skipping. No exceptions.”

They didn’t reply. New memo dropped two days later: “Use best judgment during escalated calls.”