I used to work at a call center and I did this every time that I got the chance . The company that I worked for was great , I loved them . The managers were wonderful and actually cared for their employees , the pay structure was decent for what we did , and if you messed up on something , a manager would talk to you about how to improve and learn from the situation , but they would never be demeaning . of course , if you messed up too consistently at the same thing , they would have to let you go but that ' s how it ' s supposed to work . Anyways , one of the problems that I had with that job was one of the companies we were subcontracted for . I won ' t name names because I love the company I worked for so much and don ' t want anything negative to come upon them . But the larger company was just shitty in most departments . Their customer service sucked , the price of service ranged substantially for different customers , their sales reps would offer promotions and not notify the customer of how the promotion actually worked , their fundraiser program with schools was bullshit , etc . And as soon as I got to a point with my managers that I could start making changes on accounts without getting permission every time , that ' s what I did . Oh , your service didn ' t show ? It was late 2 years ago ? I don ' t see that they did anything on your account , here have a credit . Have a refund . Oh , your price went up and no one told you that it would ? I see that , let me see what I can do . Ooh , looks like I can bring you down to a price lower than what you ' ve ever paid . And here , let me prorate this back to when they started charging you the extra stuff . And the beautiful part , it was all technically in my authority , because it fit within the rules that they gave me and the customer complained about it . And I never got questioned because I was able to keep customers and collect payments . Sorry for the long comment .