I'm an information sponge. If I dont know the answer, I know where to find it. If I say something wrong, I apologize and give the correct answer.
Our processors are idiots and make A LOT of mistakes and I have trouble saving face. And I mean horrible horrible bad mistakes...like sending bills with incorrect amounts or not drafting payments...just shit I cant explain. But my trick to getting through calls like that is following up. The nastiest caller loves hearing you'll take ownership and call them back later so they dont have to rehash everything all over again with a new agent.