I work in insurance. That means that the customer is unfortunately not always right, because we have to abide by state law and company regulations.
I just got off the phone with a customer, and my office manager is still talking to the lady. She came in on Jan 2, the day after a lovely holiday (ugh), said she wanted to make a payment, and she had a new car to cover. So, I took her payment and changed cars for her. She's now upset that we didn't read her mind enough to know that she had a new car because the old one had been gone for "months and months".
My real question is, was I unreasonable in explaining to her that we could no longer "fix" it and she would still have to pay the bill? I watched my tone, I used as many I/we statements as I could to not blame her (even though it's essentially her fault) and tried to sympathize with receiving an unexpected bill. She still yelled at me, cussed me out, and said that we should've known she got rid of the car because she didn't pay her bill. Sorry, but I hear so many reasons for not paying the bill that that particular one is NOT the first in my head.
So, who's suffering the cranial-rectal inversion? Her, for expecting us to be mind readers? Or me, for expecting a customer to know that they need to tell the insurance company if they get rid of their car?