One of my coirkers told me about a customer they had the other day.

The woman called, very upset and mildly frantic, and wanted to talk about her credit card bill. She apologized and said that she was going to be a little late with the payment, but didn’t want it to reflect badly upon her. Per our SOP, my coirker pulled up her account to see what her history was – primarily to see if she had a history of such requests or if she had missed payments in the past.

She hadn’t. In fact, she had consistently overpaid her bills so that she had a substantial credit (three figures) on her account. My coirker assured her that she wouldn’t be penalized and even suggested that she take some of the credits off the card and put it into an account where it would actually earn some interest.

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